Customer Account Manager

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

Customer Account Manager**

**Code**:MVCE / 23236**

**Salary**:$80,000.00 - $100,000.00 CAD per year**

The Customer Account Manager is responsible to ensure that the customers’ and MTU’s interests are protected in accordance with contractual obligations and to ensure that services on customer engines are completed within budgetary requirements, and within acceptable business practices. Typical duties include representing the customer effectively within MTU, managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective, and maintain optimum results for MTU and it’s customers.

**Your Tasks**:
**Sales Oriented**:

- Ensure that invoices reflect customer and MTU expectations.
- Obtaining and internally communicating customer removal forecasts and updating eight-week forecast.
- Providing input to management reporting and feedback to Senior Manager, Engine Programs /Senior Management on Shop Visit Status.

**Customer Set-Up and Planning**:

- Ensure that effective customer set-up is achieved and that the customer requirements are effectively communicated to Operations and implemented during the shop visit.
- Organize customer on-site maintenance activities, including Field Service.
- Ensure that the engine specific information is transferred from customer to internal interfaces via computer transactions, meetings and engine owner processes.
- Obtain engine shop visit data from the customer and coordinate Workscope Review Board.

**Shop Visit Related**:

- Ensure customer requirements are reflected in internal engine workscoping processes and ensure that the agreed upon work-scope reflects customer expectations.
- Perform cost monitoring throughout the engine repair process and ensure that internal and external customers are kept informed of price implications.
- Responsible for entire invoicing process, cost estimations (work request), monitoring costs to ensure they remain within budget in conjunction with the customer and engineering, and reviewing invoices.
- Managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective and maintain optimum results for MTU and it's customers.
- Interface in production control and logistics for Shop Visit planning and scheduling.

**Contract Related**:

- Ensure that warranty claims against OEM and warranty claims from customers against MTU are administered effectively.
- Responsible for the organization of engine transportation.

**Relationship Items**:

- Inform customer regarding progress of engine and engine repair cost by through customer updates, including weekly written status reports which stipulates engine Turn Around Time and serviceability dates.
- Responsible for coordination of Master Parts List and customer supplied material (COP - Stock), 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.
- Representing the customer effectively within MTU and possess an understanding of customer requirements and perspective.
- Handling of invoice disputes.

**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
- Intermediate knowledge with Microsoft Operation System Windows
- Intermediate to advanced knowledge with MS Office
- Intermediate knowledge with SAP Customer Support specific functions/transactions

**We Offer**: