CUSTOMER SERVICE PROJECT MANAGER

CUSTOMER SERVICE PROJECT MANAGER

Job Summary:
HQ Aero is currently recruiting for a CUSTOMER SERVICE PROJECT MANAGER in TARAMAC, FL

ESSENTIAL JOB FUNCTIONS:

• Serve as the primary point of contact for assigned customers while building and maintaining strong long-term relationships.
• Manage engines going through OH and repair shops for customers.
• Manage jobs being processed in the shop.
• Coordinate with internal departments to ensure timely fulfillment of customer orders and service requests.
• Track repair orders, shipments, and quotations through internal/external systems.
• Provide proactive communication regarding order status, delays, and delivery updates.
• Manage and resolve customer issues promptly and professionally.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate with leadership.
• Manage MRT work (scheduling and communication with customers).
• Complete quotes for customers.
• Complete invoices for customers.

Roles & Responsibilities:

• Play a pivotal role in the execution of maintenance events, contributing to planning, purchasing, on-site work, the rental process (when applicable), test cell operations, and return-to-service (RTS) documentation.
• During event execution, it is critical to monitor shop processes closely to identify and overcome bottlenecks.
• Manage/oversee shop activities, ensure timely updates on progress and challenges, and provide solutions to keep events on track.
• Monitor shop events to ensure progress remains on schedule and address issues as they arise.
• Monitor in house component repairs ensuring timely return for engine build.
• Monitor OEM and third-party piece part orders and delivery timeline.
• Provide regular updates to the team on the status of events.
• Identify potential shop challenges in advance and develop solutions to streamline operations and minimize disruptions.
• Ensure engines receive priority attention at the shop to meet timelines and quality standards.
• Proactively address and overcome obstacles to prevent delays in shop events, ensuring smooth execution from start to finish.
• Field incoming calls and emails for service requests from designated customers. All calls must be responded to with immediate attention and repair quotes should be delivered in a timely manner to meet customer's support requirement timelines.
• Ability to evaluate incoming work scope requirements and communications with production and quality teams to ensure availability of internal capabilities.
• Collaborate with Sales and support teams to accurately establish competitive pricing.
• Review technical manuals and routers with engineering and operations to ensure all technical information is available to the project lead. Ensure project
• Team has clear understanding of work scope requirements and access to necessary technical and / or project related travel information.

Qualifications and Education Requirements:
Minimum

• 3+ years of hands-on experience in customer service, account management, or sales coordination (preferably in aviation, aerospace, or logistics)
• Proficient with Microsoft Office Suite
• Excellent organizational skills and ability to multi-task
• Excellent communication skills, both written and oral
• Ability to work independently, set and meet own deadlines
• Clear understanding of relevant technical skills
• Ability to work well with all levels of management and support staff

Preferred

• A&P License with aircraft engine experience and maintenance experience.
• Process improvement / Lean Six Sigma

Job Type:

• Full-time, Contract

Essential Job Functions

• Must be able to work as a part of a team in a high-stress, fast-paced environment.
• Must be a self-starter, able to work with little to no guidance. Must be highly motivated, detail-oriented, organized, with the ability to multi-task.
• Physical Demands: The employee must occasionally lift and/or move up to 50 pounds, Position requires frequent walking, standing and/or climbing.
• Work Environment: FAR Part 135 aircraft maintenance in a hangar and ramp environment.

DISCLAIMER
This job description indicates the general nature and level of work expected by the successful applicant. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the successful applicant. The successful applicant may be asked to perform other duties as required.