Manager, Field Service (TFE731 & APU)

About the role

The Mobile Service Team (MST) Manager oversees and coordinates the 24/7 operations of the mobile service team, ensuring customer satisfaction and profitability. This role involves managing customer relations, providing innovative solutions, leading teams, and maintaining performance metrics.

Responsibilities

• Acts as an advocate for both internal and external clients, ensuring customer satisfaction and maximizing profit margins.
• Provides leadership and mentorship, coaching, and empowering team members to meet or exceed performance timelines.
• Manages customer complaints and escalations, resolving issues and maintaining positive client relationships.
• Ensures customer requirements and expectations are confirmed and communicated to relevant team members.
• Manages event planning and scheduling, adhering to volume, inventory, and technician availability.
• Establishes and implements policies and procedures to achieve business unit strategic goals.
• Reviews and coordinates contract/transaction work, ensuring adherence to terms and conditions.
• Generates and distributes reports, order acknowledgments, estimates, and invoices as required.
• Compares estimates and invoices, addressing potential cost overruns.
• Maintains data in CRM or SFDC databases, ensuring compliance with company, customer, and regulatory standards.
• Performs assigned system maintenance to various electronic files.

Requirements

• Communicates effectively with customers using written, verbal, non-verbal, and active listening skills.
• Strong planning, organizational, analytical, decision-making, and problem-solving skills.
• Interpersonal and teamwork skills, including negotiation, conflict resolution, and customer service experience.
• Experience in a culturally diverse environment with sensitivity to other cultural norms and practices.
• A commitment to professional practice and continuous improvement.
• Working knowledge of company instructions, processes, administrative policies, and export compliance regulations.
• Minimum of 5 years of supervisory experience in a service environment.
• Minimum of 5 years TFE 731 engine and APU engine experience or knowledge of products/engines/propellers/accessories in the respective business unit and technical skills appropriate to role.
• Team leadership skills, including competence in leading teams in a matrix environment.
• Self-motivated with the ability to motivate others.
• Ability to travel to customer locations to establish and maintain working relationships.
• Responsible for observing and reporting issues or concerns related to the company’s quality, environmental, and Safety Management System [SMS] policies.
• Evaluates and recommends methods and procedures to support continuous improvement within the assigned area.
• Carries out additional projects as assigned.

Preferred Characteristics

• Working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint).
• Working knowledge of production management computer systems.
• An A&P License is preferred.