Customer Account Manager

About the role

As the primary point of contact for valued customers, the Customer Account Manager (CAM) interacts with and supports MTU Maintenance Fort Worth customers globally. This role involves managing customer relationships, ensuring compliance with technical, financial, reporting, and delivery commitments, and collaborating with various teams to manage projects efficiently.

Responsibilities

• Field incoming calls and emails for service requests from designated customers.
• Evaluate incoming workscope requirements and communicate with production and quality teams to ensure availability of internal capabilities.
• Create and deliver completed quotes to customers and ensure timely follow-up on submitted quotes.
• Coordinate with Operations and Quality on staffing and qualifications to ensure personnel and tooling availability for tasks within committed turn time.
• Review technical manuals and routers with engineering and operations to ensure all technical information is available to the project lead and project team understands the work scope requirements.
• Update internal Project Tracking tools for all open projects, initiate work packages, and ensure all project checklists are completed before starting work.
• Ensure the project is opened in all systems and maintain open lines of communication with customers, providing weekly status reports and updating workscope and proposal pricing as needed.
• Work with MTU-D Management and Sales teams to review and update annual workscope pricing.
• On a scheduled basis, review all completed jobs with Operations, Finance, and Sales to evaluate project profit margins and project time overruns.
• Verify the project information received by finance is correct and reflects any changes to the original work scope to ensure accurate and timely billing of all completed projects.
• Collaborate with internal and network teams to identify maintenance capabilities growth opportunities based on market and/or customer demands.
• Attend industry conferences and represent MTU Maintenance Dallas team and MTU network.

Requirements

• Must have 3 to 5 years of depth knowledge of Aviation MRO with hands-on experience in a Customer Service or Maintenance Management role.
• Thorough understanding of MRO technical data and OEM knowledge.
• Experience in preparation of sales quotes and project management.
• A master's degree is preferred but not required.
• 5+ years of experience in MRO industry is preferred.
• A&P License with hands-on aircraft engine experience and maintenance experience.
• Experience with SAP Control production control system is a plus.

Qualifications

• Excellent interpersonal, written, and oral communication skills.
• Highly proficient in computer applications: MS Office Suite, specifically Excel, and SAP is beneficial.
• Fosters a collaborative, team-oriented attitude and communicates effectively with others with clarity and transparency.
• Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seeks assistance in solving work problems through collaboration and information seeking.
• Demonstrated ability to work through people with sound teamwork, organizational, and interpersonal skills.
• Self-starter who can work independently or with a team with the ability to manage projects with competing priorities and tight deadlines.
• Exceptional project management, people management, and time management skills.
• Ability to work in a demanding, deadline-driven environment.
• Have solid group and one-on-one presentation experience.
• Ability to act proactively as well as be a creative thinker.
• Strong organizational skills that will allow for prioritization of multiple tasks.
• Ability to analyze data and make sound observations and recommendations quickly.
• Own the end-to-end customer relationship.

Benefits

• Medical, Dental, Vision, and STD insurance are effective immediately.
• Medical Flexible Spending Accounts.
• Employer-paid LTD and Life / AD&D insurance.
• 401k with employer matching up to 2% with an additional discretionary contribution to 1% provided from the employer.
• Paid 2 weeks of Vacation, paid 10 days of PTO & Holidays.
• Annual Tuition Reimbursement.
• Monthly $30 Gym Membership Reimbursement.

Pay

Commensurate with experience.

Schedule

Varies.