MTU Maintenance Canada is the North American member of the MTU Maintenance network of companies, the largest independent provider of commercial engine maintenance services worldwide. Quality, efficiency and innovation are our strengths. You, too, can become part of our dedicated team in Delta, BC as
The Customer Account Manager (CAM) is responsible for the direct management of sales, support and relationships with assigned customers for all matters in relation to Accessories Repair. The CAM will integrate customer needs with MTU’s interests and objectives in accordance with contractual obligations, and across the wider organization. In addition to representing the customer effectively within MTU, typical duties include processing and managing work orders, invoicing, ensure that customer requirements are met, active cooperation with the MTU MRO network and maintain optimum results for MTU and its customers, while enhancing Customer Experience.
Your Tasks:
Customer Management
- Be the prime point of contact for the customer on Accessories matters and wider MTU Network;
- Developing trustful partnership with Customers and voice their requirements internally;
- Ensure VoC in customer satisfaction (Commercial, Quality, Logistics and Support);
- Strategic understanding of the Commercial Engines MRO business with an integrative mindset;
- Obtain and communicate customer removal forecasts and updating the forecast;
- Support Program growth with entrepreneurship attitude.
- Represent the customer effectively within MTU and possess an understanding of customer requirements and perspective;
- Monitor special programs and coordinate both internally and externally with the customer
- Conduct periodic provisioning and program reviews with Customer(s)
- Coordinate Customer supplied material as well as on-call service and AOG support;
- Resolve customer inquiries, as well as Customer Complaint Management;
- Ensure appropriate communication with external and internal customers;
Order Management
- Customer Administration
- Ensure that the accessory specific information is transferred from customer to internal interfaces via MTU Systems; SAP, ECMS, MBCS, WRB and engine owner processes, (e.g. Part induction)
- Inform customer regarding progress of Accessories and repair cost through timely customer updates;
- Handling of invoice disputes.
- Managing and maintaining an overview of active work orders, ensuring customer requirements are met, and optimum results for MTU and its customers;
- Maintain complete and current knowledge of the product / Order to Remittance status including future use and needs of the customer
- Screen and analyze customer order practices looking for trends and unusual order practice
- Facilitate / Ease customer operations, answer with efficiency to challenges, be proactive in the resolution of operation and commercial disputes, troubleshoot stoppages, including offering part exchanges;
Contract Management
- Together with Sales Team, negotiate / obtain resolution on Commercial and operational open topics;
- Ensure that contractual commitments are met; track and manage the revenues, the costs and the profitability of the Business Plan with the Financial Controlling team.
- Identify and mitigate the risks & opportunities of the contract, impacts on the business plan and ensure associated actions are engaged.
- Manage the contract / customer account in a Project mode with the other members of the Customer Team, to protect MTU interest while ensuring Customer Satisfaction
- Perform profitability analysis at point of quote to ensure that internal and external customers are kept informed of profitability (internal) and price (external) implications;
- Responsible for entire invoicing process, cost estimates, monitoring profitability to ensure they remain within business case expectations and reviewing invoices;
Operations Management
- Interface to all relevant Shop related organizations within MTU, including Engineering, Material Supply, Quality, Planning and Production;
- Interconnect and lead functional teams to provide guidance on profitability, TAT, etc.;
- Ensure customer requirements are reflected in internal workscoping processes and ensure that the agreed upon workscope reflects customer expectations;
- •Providing input to management reporting (e.g. KPI) and feedback to the Management on Market situation;
- Coordinating transportation of Accessories with the Shipping team.
Our Requirements:
- Bachelor/University degree in a Business related area and 1-2 years experience in customer support, preferable in a aviation environment
- or equivalent education with 3-4 years experience technical background and customer support, preferable in a aviation environment
- education in an Aviation Engineering/Mechanic related area or equivalent education is an asset
- Basic programming skills (e.g. VBA)
- Intermediate knowledge with data analytics,
- Intermediate knowledge with SAP Customer Support specific functions/transactions
- Advanced knowledge with MS Office, specifically Excel
We Offer:
- Generous relocation package available to eligible candidates
- We offer great benefits from your first day (no waiting period)
- 100% match company pension
- Extended Medical and Dental Programs
- Disability Insurance
- Employee and Family Assistance Program
- Life Insurance
- Vision Care and Rx Safety Vision Program
- Free On-site Parking
Go to our website, to learn more about us. After your application is received, hiring managers will review for potential next steps.
This position may require access to export-controlled goods and technology. As a condition of employment, candidates must be able to comply with all applicable export control laws, including the Canadian Controlled Goods Program. Candidates may be required to provide relevant information and documentation for the purpose of confirming their ability to access and handle export-controlled goods and technology.
MTU Maintenance Canada does not use Artificial Intelligence (AI) to review and/or screen candidates.
