Customer Service Project Manager

Job Description

Job Description

Position Summary:

The Customer Service/Project Manager is responsible for overseeing customer accounts, coordinating engine and component projects from induction through delivery, and serving as the primary point of contact between clients and internal departments. This role ensures clear communication, accurate project tracking, and timely updates while supporting scheduling, documentation, and workflow coordination. The Customer Service/Project Manager ensures customer requirements are met in alignment with FAA/EASA standards and collaborates closely with Planning, Production, Quality, Engineering, and Logistics to deliver seamless project execution and exceptional customer experience.

Key Responsibilities:

• Deliver all assigned projects on time, within budget, and within defined scope.
• Maintain clear and consistent communication with assigned customers, understanding expectations, communication preferences, and project objectives; act as the customer internally and as LCI’s representative externally.
• Support contract negotiations and assist in the management of customer agreements.
• Coordinate production priorities with other Customer Service Managers (CSMs) and the Production Department to align workflow schedules.
• Assist in defining project scope and objectives by engaging all relevant stakeholders and ensuring technical feasibility.
• Develop, track, and manage project cost estimates—including establishing minimum cost thresholds—and provide updates to customers as required.
• Oversee and communicate changes to project scope, schedule, and cost to both internal and external stakeholders.
• Measure and report project performance in partnership with Production and Finance teams.
• Maintain and grow customer relationships, ensuring positive engagement with all stakeholders throughout the project lifecycle.
• Identify project risks and perform proactive risk management to minimize impact.
• Create, manage, and maintain comprehensive project documentation in alignment with company and regulatory standards.
• Receive project input from customers and communicate necessary details to all relevant stakeholders.
• Research and confirm work‑scope items by coordinating with all stakeholders who provide technical or operational insight.
• Develop initial project cost estimates in coordination with Quality Assurance and Production teams.
• Initiate work orders and ensure all required documentation and information are complete.
• Participate as a collaborative team member in engine or component induction data meetings.
• Track project progress, including long‑lead items, by collaborating closely with the Quality Assurance and Production teams.
• Adjust cost estimates based on inspection findings, repair requirements, and customer‑supplied materials.
• Coordinate and manage CFM/COP communications and approvals.
• Provide accurate, timely project status updates to customers.
• Assist Finance with invoice generation, billing accuracy, and approval processes.
• Resolve customer concerns or outstanding issues in a timely and professional manner.
• Support marketing initiatives related to project communications, customer updates, or capability promotion.

Qualifications:

• Bachelor’s degree in business, Marketing, or related field, or equivalent relevant experience.
• Solid understanding of aircraft materials, part numbers (P/N), and traceability requirements.
• Proficient in maintenance tracking systems (e.g., Quantum, AvSight).
• Strong computer skills, including Microsoft Outlook, Word, Excel, and PowerPoint.
• Excellent analytical and project management capabilities.
• Confident, professional, and outgoing demeanor with strong interpersonal skills.
• Creative thinker with the ability to develop innovative solutions and approaches.

Working Conditions & Physical Requirements:

• Combination of office and production floor environments.
• May require occasional extended hours, weekend support, or travel to support operational needs, audits, or customer requirements.

What We Offer

At LCI, we are committed to creating a supportive, rewarding, and growth-oriented workplace. Our employees are the foundation of our success, and we strive to offer benefits and opportunities that make a difference.

• Competitive base salary
• Comprehensive Benefits – Medical, Dental, Vision, and 401K with 3% company match; paid vacation, sick time, and holidays.
• Weekly Pay – Direct Deposit for convenience and reliability.
• Career Development – Gain hands-on experience in the aviation industry with structured on-the-job training and manufacturer-certified training courses, offering opportunities for professional growth and advancement.

• Team Environment – Collaborative culture where your ideas are valued, and contributions make a direct impact.
• Stability – Pride in being part of a long-standing, respected aviation organization.
• Work-Life balance

LCI is an equal opportunity employer committed to a diverse and inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified as business needs evolve, consistent with applicable laws and regulations.