Sr. Manager – Aftermarket Customer Support

Overview

Spirit AeroSystems designs and builds aerostructures for both commercial and defense customers. With headquarters in Wichita, Kansas, Spirit operates sites in the U.S., U.K., France and Malaysia. The company’s core products include fuselages, pylons, nacelles and wing components for the world’s premier aircraft. Spirit AeroSystems focuses on affordable, innovative composite and aluminum manufacturing solutions to support customers around the globe.

Responsibilities

POSITION PURPOSE:

The Customer Support Sr. Manager will be responsible for being the primary liaison between the customer, multi-site customer service teams (Global), and company executive management. This role is responsible for ensuring a timely response to all customer inquiries by monitoring the status of the repair process through the shop to ensure customer satisfaction and turn times are met. This position is performed under moderate supervision with the ability to work independently and serves as the main point of contact for repair station customers. 

ESSENTIAL JOB FUNCTIONS:

1. Leading a multi-site, global customer support team and developing standard processes across all sites
2. Develop and maintain positive customer relationships and addresses customer concerns in a proactive manner according to company standards
3. Must be able to answer complex customer inquiries on product availability, part interchangeability, maintenance, and the status of orders
4. Inform company personnel of incoming customer orders
5. Monitor processing of all customer requests and orders, both in-plant and out of plant, to ensure customer requirements are met
6. Coordinates the resolution of all customer issues related to pricing, schedule, cost, quality, warranty, invoicing, and technical matters
7. Proactively communicates with the customer to acknowledge receipt of all customer requests and provides status reports to the customer on a regular basis
8. Acts as focal point for all incoming and outgoing written and verbal communication with assigned customer(s)
9. Keep sales department personnel fully informed of customer activity and issues
10. Develop and provide periodic repair order status reports to company management and the customer as required
11. Ensure that the company provides the highest quality services during selected customer visits, exhibit trade shows, air shows, conferences, special events and product demonstrations, evaluations, and deliveries
12. Complete special projects and other duties as assigned. (e.g. invoicing, A/R, billing reviews, providing revised certs and other paperwork, collecting usage fees, concessions, new customer set up, scrubbing data for accuracy)
13. Maintain knowledge of Spirit organization and products to provide the appropriate information and support to customers

Qualifications

REQUIREMENTS:

1. Must be able to make appropriate business judgements and decisions independently
2. Must be able to effectively manage multiple tasks simultaneously with rapid changes in priorities
3. Must be able to handle adverse and urgent situations
4. Must have 3-5 years’ experience managing in global customer service, aviation industry preferred
5. Must have customer service in avaiation industry
6. Proficient in Microsoft applications including Outlook, Word, and Excel
7. Strong written and oral communication skills

EDUCATION AND EXPERIENCE:

High School diploma or GED

Bachelor’s Degree and minimum 5 years relevant experience

Military Aviation Customer Service Background

Spirit AeroSystems is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, marital or civil partnership status, pregnancy, age, disability, veteran status or any other protected factor under federal, state or local law.

Read Full Description