Customer Account Manager Irving, Tx DEPARTMENT - Operations FULL-TIME SALARY EXEMPT Function Description: Customer Account Manager (Pratt and Whitney Engine Line) is the single point of contact for owners, operators and FBO's/service centers for all aspects of Pratt and Whitney Canada's support, including MRO customer management and performing a variety of duties aimed at managing customer technical, commercial aspects, relationships and developing new business from existing customers. What your day to day will look like: - The CAM will act as a main point of contact and P&WC ambassador for operators using/working with P&WC products
- CAM will provide on-site assistance and solutions for all technical, commercial and operational problems, as required
- Provide concierge level service as the single point of account management for all aspects of the relationship with P&WC
- Ensure customer retention in PpH programs
- Support team in achieving an increased PpH penetration in market
- Proficient with technical background of IPPS
- Proficient with aircraft corporate maintenance operations
- Be proficient in all P&WC service offerings in order to support customer operations
- Be able to support customers navigation of the diagnostics portal
- Navigate product publications with customers
- Be able to support all warranty queries
- Leverage proactive best practices optimizing aircraft availability
- Monitor all off-wing/on-wing forecasted events, geographic field readiness and capabilities
- Ensure all WA are raised and assigned
- Create and maintain RAIL
- Coordinate return of assets (rental engines, LRU, nacelle LRU, etc)
- Create and maintain customer visit plan, ensuring CRM is updated accordingly liaising with aircraft OEM Field Service Reps
- Maintain customer account profile and briefing papers
- Monitor and maintain customer administration readiness (COI, engine documentation, PO)
- Liaise with the Service Delivery Team on time reporting of contact reports, customer profile, mood management, DPHM alerts, campaigns and overall account health
- Maintain P&WCs relationship with service center(s)
- Owning the customer issues and driving value chain accountability for timely resolution
- Provide on-site assistance and solutions for all technical, commercial and operational problems, as required
- Respond to and clarify technical and commercial issues for the operators and FBOs in the region, and will work closely with the Programs, Customer Engineering, Field Operations and other P&WC departments to ensure customer problems are resolved to the customer's and company's satisfaction
What are our expectations: - Customers flying and satisfied
- Customer reach trough
- Supporting the growing fleet by keeping customers flying while achieving/maintaining target service levels for the fleet (AOG support, DR & Avail)
- Engaging and striving for proactiveness in our services & support
- Representing P&WC and our products at M&O and customer seminars/forums
- Sustain the step change in the customer frontline support delivering a world-class experience by looking after our customers to meet or exceed our customer's expectations / commitments and company financial goals
- Responsible for managing customers mood and CRM tracking
- Establish P&WC engines and services as the preferred customer choice
- May develop and coach others
What you need to be successful: - Bachelor's Degree or Master's degree (Engineering or Business) or equivalent job experience
- Experience in managing customer relationship
- Experience with SAP and Microsoft software's, CRM, PWC Customer Portal (My PWC Power), Enovia (PLM), Sharepoint, engine / airframe technical manuals, etc. is recommended and helpful
- multiple years of relevant experience in aircraft MRO experience
- Gulfstream 500/600 maintenance experience specifically with PW800 engine series
BENEFITS: - Well-lit, clean work environment
- Competitive pay
- Health Insurance Plan Participation
- 401k Plan
- Paid Vacation
WORKING AT BPAERO:At BP Aero Engine Services (BP Aero) we hire, train, develop and lead a robust team of highly technical workers that perform complex and technical repairs on gas turbine engines. We are a certificated FAA repair station located in Irving, Texas. We operate in the Aerospace field working with the airlines, engine overhaul shops as well as original manufacturers such as GE, CFM and Rolls Royce. We are a local privately held business right in Irving, TX and we have been in business since 2010. We offer a 'family style' environment in a large corporation setting with ample opportunities for individual growth at all levels. Come join the BP Aero family and watch your career soar! BP Aero is committed to providing a safe and healthy workplace and promoting the health and well-being of its employees. Employment opportunities at BP Aero are open to all qualified applicants solely on the basis of their job-related experience, knowledge, skills and abilities. BP
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