Commercial Account Executive (Aerospace/ Aircraft/ Customers Service)
Duration: 24 Months Contract
Location: Seletar
Salary : Up to $5000 depending on experience
Our client is an American aerospace manufacturer. They manufacture military rotorcraft as well as commercial helicopters. Our client also involves in wholesale of aircraft equipment and aircraft supplies (including aeronautical equipment).
Job Summary:
- Responsible for the day-to-day management of commercial customers that are enrolled in company’s Customer Advantage Plan and/or manages warranty claims for new and used helicopters as well as spare parts.
- This role functions as the Customer Advantage Plan Program and/or warranty POC for all commercial customer contracts.
General Responsibilities:
- Adjudicate CAP and/or warranty claims as they are received, by either approving or denying, and issuing a new or recondition part, repair customer part or issue a spares credit as required.
- Issue RMAs for return parts to company for engineering evaluation or repair and follow-up with customer to ensure it has been received timely per the contract.
- Engage with company’s cross functional teams such as Customer Support Engineering, Produce Support Engineering, Sales, Customer Support Facilities, BH Piney Flats & Able Engineering to resolve claim timely.
- Coordinate activities with Inventory Management, FTW Logistics Center (CDC), Supply Centers, Programs, etc. to supply parts to customers.
- Engage with company’s suppliers and/or procurement, as required, on behalf of customers to resolve issues or to execute Product Support Agreement.
- Adhere to all import/export requirements for ITAR controlled parts.
- Adjudicate CAP/warranty claim per agreed CAP contract or company’s commercial warranty policy with proper documentation as required.
- Supporting sales and marketing with development and execution of aftermarket strategy.
- Responsible to ensuring that all contractual terms related to CAP and/or warranty are adhered to from both parties.
Additional CAP Responsibilities:
- Serve as a focal point globally into company for the CAP customer by focusing on relationship building, intelligence gathering, and understanding the customer’s business model to meet their needs by anticipating customer requirements and address those requirements.
- Encourage and facilitate the provision of customer forecasts and coordinate those forecasts internal to company.
- Interface with service sites, Commercial Regional Sales Managers and customers to define customer requirements as required.
- Support contractual terms ensuring the CAP customer adheres to agreement for items such as, but not limited to, payment terms, core returns requirements and providing monthly required data (i.e. component times, flight hours for billing).
Additional Warranty Responsibilities:
- Supporting as back-up for the THX-Program warranty process.
- Direct responsibility for managing programs/commercial customer contracts with nonstandard warranty terms.
- Denying or approving claims and obtaining management approval for exceptions.
Requirements:
- Degree in Business/ Engineering or related field or equivalent experience.
- Minimum of five (5) years Aerospace experience or similar industry; familiar and knowledgeable about aircraft maintenance and repairs of overall equipment or systems. May also include support or operations.
- Demonstrated customer support experience, technical or business, in which a sense of trust and relationship building is a must with the ability to be customer focused while meeting strategic objectives.
- Due to this being a customer service role, may have the necessity to accept after-hours phone calls to provide support.
- Demonstrated ability to effectively interface at all levels of the customer chain of command.
- Working knowledge of SAP (ECC and C4C)
- Working proficiency with Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
- Travel: May be required and will depend on needs of the customer and company
- A & P License.
- Familiarity with company's commercial customer base and products.
Lim Pey Chyi (Apple) - Apple.lim@manpower.com.sg
Recruitment Consultant (R2090579)
Manpower Staffing Services (S) Pte Ltd
EA Licence: 02C3423
