Customer Support Manager

Wencor Group; Town of Florida, Northern (NY, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Aircraft Technology, Inc., an FAA/EASA Part 145 Repair Station and a HEICO subsidiary, seeks a Customer Support Manager to lead sales and service teams.

You will develop customer support strategies, manage budgets, respond to inquiries, and ensure timely invoicing and delivery commitments across global customers.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience in customer support in aerospace MRO, machining, or military supply.
• Excellent English communication skills; Spanish a plus.
• Strong organizational skills and ability to multitask with minimal supervision.

Responsibilities

• Lead customer support and sales coordination for FAA 145 Repair Station.
• Review RFQs, quotations, invoices and pricing terms; communicate delivery commitments.
• Develop and maintain training programs for sales and customer support.
• Maintain customer and sales data; generate detailed reports.
• Hire and train future customer service team members; manage budget.
• Represent the company at industry events and maintain industry relations.

Skills

Customer support

Sales coordination

Budgeting

Training development

Communication

Teamwork

Time management

English language

Education

Bachelor's Degree

Tools

MS Office

Outlook

Excel

Word

Job description

Aircraft Technology, Inc., (ATI), a subsidiary of HEICO Corporation, is an FAA/EASA Part 145 Repair Station. ATI supports a wide range of rotary and fixed wing components found on both commercial and military platforms around the world.

ROLE: The Customer Support Manager position directs and coordinates activities of sales and customer support for an FAA 145 Repair Station.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Participates in developing and implementing objective for outside and intracompany sales and manages customer support. This includes identifying and pursuing new sales opportunities, reviewing RFQs, creating quotations, reviewing invoices and negotiating pricing and terms, as well as communicating delivery commitments to customers.
• Participated in budgeting for the organization.
• Develop and maintain training programs for sales and customer support personnel.
• Represents HEICO at industry and trade associations and shows to promote the organization and the product.
• Maintains customer and sales data.
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train future customer service Team Members
• Manage the approved budget of the customer service department.
• Stay informed on the latest industry techniques and methods.
• Creates weekly customer status reports.
• Update customer portal with requested information.
• Close work order and ship part.
• Participate in weekly Production meeting.
• Participate in budgeting for the organization

Requirements

EDUCATION: Bachelor's Degree or equivalent combination of education and experience.

EXPERIENCE :

• Experience with customer support in a machining environment in aerospace, aircraft MRO, or military supply industries required.
• Language: English: Excellent Communication skills; ability to effectively communicate to various levels within and without the organization. Spanish language is a plus.
• Computer Skills: Intermediate MS Office skills required (Outlook, Word, Excel)
• Organizational Skills: Strong organizational skills, strict attention to details and ability to multitask and prioritize as necessary, with minimal supervisory direction. Must be flexible in handling multiple tasks. Continuous Improvement Mindset a must.
• Communication: Ability to communicate in a strong and effective manner.
• Interpersonal Skills: Must work well within a team environment and independently.
• Time Management: Must be flexible and able to multi-task in a time-sensitive environment.

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law.