CUSTOMER SERVICE PROJECT MANAGER

Customer Service Project Manager

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.