Customer Support Executive

Company Overview

ACES is a joint venture between SIA Engineering Company and Parker Aerospace specializing in maintenance, repair, and overhaul of hydraulic pumps, actuators, valves, and flight controls for commercial aircraft, supporting new generation aircraft technologies.

Job Summary

This role supports business operations by combining analytical capabilities with program coordination. The customer support executive provides support to regional customers’ operations, driving initiatives to manage expectations and improve financial performance of customer accounts and programs.

Responsibilities

• Manage end-to-end order processes for customer accounts, including in-house and VRM orders, rebate calculation, warranty administration, turnaround time (TAT) and on-time delivery (OTD) monitoring, credit review, invoicing, month-end closing coordination, and annual escalations to reduce errors
• Prepare, lead, and conduct performance reviews and deliver timely reports to local and overseas customers to ensure transparency and alignment
• Develop and implement customer-focused solutions for repair orders to meet operational requirements and enhance customer satisfaction
• Identify and pursue new sales and gross margin growth opportunities within the business and emerging markets
• Collaborate with internal stakeholders to ensure compliance with contractual obligations such as TAT, quality standards, invoicing accuracy, shipping requirements, and other customer needs
• Support continuous improvement initiatives by applying industry quality systems such as LEAN, Six Sigma, and Value Stream Mapping (VSM) to enhance operational efficiency
• Utilize ERP systems (SAP) and data analytics/visualization tools (Power BI/Tableau) to analyze complex data sets and support decision-making
• Foster customer relationships and contribute to people development within the team
• Perform additional duties as assigned by the Customer Support Manager

Required competencies and certifications

• Experience in aviation operational environments (airlines, MRO, or OEM) with 3-5 years demonstrated ability to manage customer support and operational processes
• Proficiency in ERP systems
• Working knowledge of data analytics and visualization tools such as Power BI or Tableau to analyze and report on customer and operational data
• Applied knowledge of industry quality systems (LEAN, Six Sigma, VSM) to support continuous improvement initiatives
• Fresh graduates are welcome to apply

Preferred competencies and qualifications

• Strong analytical skills to interpret and work with complex data sets for business insights
• Proven problem-solving skills to develop viable business solutions aligned with customer and operational needs
• Effective interpersonal skills to collaborate across teams and work independently
• Commitment to aviation safety and airworthiness standards of products
• Strong communication skills to engage with customers and internal teams effectively