Customer Account Manager

MTU Maintenance Canada is the North American member of the MTU Maintenance network of companies, the largest independent provider of commercial engine maintenance services worldwide. Quality, efficiency and innovation are our strengths. You, too, can become part of our dedicated team in Delta, BC as Customer Account Manager Code: MVCE / 23236 Salary: $73,000.00-$100,000.00 per year The Customer Account Manager is responsible to ensure that the customers’ and MTU’s interests are protected in accordance with contractual obligations and to ensure that services on customer engines are completed within the profitability requirements, and within acceptable business practices. Typical duties include representing the customer effectively within MTU, managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective, active cooperation with the MTU MRO network and maintain optimum results for MTU and its customers. Your Tasks: Sales Oriented:

• Be the prime point of contact for the customer (one face with the MRO network);
• Capable of developing trustful partnership with Customers and voice their requirements internally;
• Ensure high ratings in customer satisfaction (Commercial, Quality, Logistics and Support);
• Strategic understanding of the Commercial Engines MRO business;
• Obtaining and internally communicating customer removal forecasts and updating the forecast;
• Providing input to management reporting and feedback to the Management on Market situation;
• Supporting Program growth with entrepreneurship attitude.

Customer Set-Up and Planning:

• Ensure that effective customer set-up is achieved and that the customer requirements are effectively communicated to Operations and implemented before and during the shop visit;
• Organize customer on-site maintenance activities, including Field Service;
• Ensure that the engine specific information is transferred from customer to internal interfaces via MTU Systems; SAP, ECMS, MBCS, WRB and engine owner processes;
• Obtain engine shop visit data from the customer and coordinate Workscope Review Board.

Shop Visit Related:

• Interface to all relevant Shop Visit related organizations within MTU, including Engineering, Material Supply, Quality, Planning and Production (SVA organization);
• Possess the ability to interconnect and lead funct. teams (SVA) to provide guidance on profitability, TAT, etc.;
• Ensure customer requirements are reflected in internal engine workscoping processes and ensure that the agreed upon work-scope reflects customer expectations;
• Perform profitability monitoring throughout the engine repair process and ensure that internal and external customers are kept informed of profitability (internal) and price (external) implications;
• Responsible for entire invoicing process, cost estimates, monitoring profitability to ensure they remain within business case expectations and reviewing invoices;
• Managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective and maintain optimum results for MTU and its customers;
• Responsible for the organization of engine inbound transportation.

Relationship Items:

• Inform customer regarding progress of engine and engine repair cost by through customer updates, including weekly written status reports which stipulates engine Turn Around Time;
• Responsible for coordination of Master Parts List and customer supplied material (COP - Stock), as well as on-call service and AOG support;
• Resolve customer inquiries, as well as Customer Complaint Management;
• Ensure appropriate communication with external and internal customers;
• Representing the customer effectively within MTU and possess an understanding of customer requirements and perspective;
• Handling of invoice disputes.

Our Requirements:

• Bachelor/University degree in a Business related area and 1-2 years experience in customer support, preferable in a aviation environment
• or equivalent education with 3-4 years experience technical background and customer support, preferable in a aviation environment
• education in an Aviation Engineering/Mechanic related area or equivalent education is an asset
• Basic programming skills (e.g. VBA)
• Intermediate knowledge with data analytics,
• Intermediate knowledge with SAP Customer Support specific functions/transactions
• Advanced knowledge with MS Office, specifically Excel

We Offer:

• Generous relocation package available to eligible candidates
• We offer great benefits from your first day (no waiting period)
• 100% match company pension
• Extended Medical and Dental Programs
• Disability Insurance
• Employee and Family Assistance Program
• Life Insurance
• Vision Care and Rx Safety Vision Program
• Free On-site Parking

Go to our website , to learn more about us. After your application is received, hiring managers will review for potential next steps. MTU supports diversity in the workplace, and encourages applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.