Build an Aviation Career You’re Proud Of

At StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

StandardAero is searching for an experienced Customer Account Leader to join their dynamic multinational group. In this position, you will play a critical role in supporting a highly effective internal control environment. This is a highly visible role in which you will be exposed to many different facets of StandardAero’s business and presented with excellent opportunities to grow your skills and career.

CUSTOMER ACCOUNT LEADER (CAL) - POSITION OVERVIEW/JOB DUTIES

Job Description:

• Develops and maintains business relationship with external and internal customers. 
• Performs duties outlined in the managed Customer Service job descriptions, including acting as a liaison between customers and operations regarding contractual requirements, reporting status of work, pricing, scheduling and shipping; assisting with the settlement of customer complaints; and reviewing and coordinating all contract work for the T56 market segment.
• Participates in the compilation of Customer Service measures of performance (MOPs) (e.g., On-Time Delivery (OTD), days to invoice.  Manages Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance.
• Ensures all contractual or agreed to reports are provided to customers in a timely manner.
• Manages customer Work in Progress (WIP), defining scope for Over & Above as required, monitors timelines/Turn Around Time (TAT) and budgets. 
• Initiates required actions for response to customer service requests for work scope/order changes.  Communicates changes to the appropriate personnel by acting as a liaison with engineering, operations, logistics, materials, finance and contracts.
• Provides customers with product information including pricing, scheduling, delivery and/or back order availability and functionally equivalent part alternatives. 
• Manages customer visits and meetings.  Acts as the primary contact between the customer and operations regarding expected completion dates to include tracking and expediting shipments as needed. 
• Manages customer expectations with respect to estimate changes, summarizing cost and qualifying repair development costs as required.
• Coordinates with operations to optimize due date compliance and to maximize profitability.
• Monitors and analyzes cost projections/margin, proposing solutions for corrective action as required to meet margin requirements.
• Manages customer concerns, identifying associated costs to mitigate concerns. Justifies resolution (internally or to customer) and clearly communicates rationale for mitigation actions.
• Coordinates OEM warranty and resolves or assists in resolving warranty claims.
• Reviews and coordinates contract/transaction work for the business unit.   
• Processes engine/module/component induction information to customer order(s) using company system(s). 
• Prepares, generates and distributes reports, order acknowledgments, estimates and invoices. Compares engineering reports with estimates and invoices to proactively identify and addresses potential cost overruns.  Determines estimate to invoice variances as applicable.
• Carries out special projects as assigned.
• Competent in MS Office suite with an emphasis on use of MS Excel for data analysis to efficiently reach data driven solutions.
• Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Demonstrates patience, tact and empathy when working with others. Values positive feedback, inviting participation and feedback from other members of the team. 
• Excellent communication skills (both verbal and written), active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals. Adapts language appropriate to the audience/strong sense of situational awareness.
• Strong planning, organizational, analytical, decision making and problem solving skills (operational excellence/continuous improvement).
• Strong interpersonal and teamwork skills that include demonstrated expertise with negotiation, conflict resolution and customer service. Demonstrates patience, tact and empathy when working with others. Values positive feedback, inviting participation and feedback from other members of the team, providing constructive feedback as required.
• A proven commitment to professional practice, continuous professional improvement, and life-long learning.
• Adapts to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
• Observes and reports any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.

MINIMUM QUALIFICATIONS:

• The minimum level of education to perform this job competently is equivalent to high school graduation and completion of a diploma training program at a college or technical school.   
• Strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
• Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• Strong verbal and written communication skills as well as presentation skills.
• Experience building strong working relations with customers and peers.
• Self motivated.
• Proficient in Microsoft Office.

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100 company match; up to 5 vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities

Raising the Standard of Excellence since 1911

With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.

Inclusivity Is Our Standard

StandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.