§ Serve as the single accountable owner for assigned commercial airline customer programs and customer-owned assets throughout the repair lifecycle.
§ Own assigned customer repair orders from receipt/induction through inspection findings, quote, approval, repair, final documentation, shipment, invoicing support, warranty, and closeout.
§ Act as the primary customer point of contact for assigned programs, including status, technical findings, commercial issues, delivery risk, warranty matters, and escalation items.
§ Drive program performance against customer and internal expectations for TAT, OTD, quote turnaround, backlog aging, revenue conversion, margin, quality, and customer scorecards.
§ Use business acumen to evaluate ROI, cost impact, margin, resource priorities, warranty exposure, and risk/reward tradeoffs before making program recommendations.
§ Support pricing, quote strategy, and commercial decisions to ensure repair scopes, labor, material, outside services, freight, warranty exposure, and customer terms are properly considered.
§ Review customer purchase orders, repair orders, approvals, contractual requirements, and special terms to ensure alignment with quoted scope, pricing, schedule, and company policy.
§ Lead cross-functional coordination with Operations, Planning, Engineering, Quality, Materials, Purchasing, Finance, Sales, and Shipping/Receiving to execute customer commitments.
§ Manage repair scope changes, over-and-above findings, customer approvals, beyond-economic-repair discussions, exchange options, core returns, and rotable support decisions.
§ Monitor open work, aging units, material constraints, engineering holds, quality holds, customer approval delays, and delivery risks; escalate with recommended recovery actions.
§ Prepare and lead customer program reviews, business reviews, and internal program updates covering open units, KPI performance, risks, opportunities, financial impact, and recovery plans.
§ Develop and maintain strong relationships with commercial airline contacts, including procurement, technical operations, engineering, fleet support, supplier management, and leadership.
§ Investigate and resolve customer concerns related to delivery, documentation, warranty, quality, pricing, invoices, and contractual expectations.
§ Support warranty, concession, and claim activity by coordinating repair history, technical input, contractual position, financial impact, and customer communication.
§ Manage rotable, exchange, customer-owned asset, and core return processes for assigned programs, as applicable.
§ Maintain accurate customer, contract, quote, repair order, status, KPI, and program records in the ERP system and related tracking tools.
§ Identify account growth opportunities, capability expansion opportunities, and recurring customer issues that may support additional revenue or improved customer retention.
§ Support RFP/RFQ activity, contract renewals, pricing updates, customer visits, audits, trade shows, and business development activities as required.
§ Make fact-based decisions and recommendations using data, customer requirements, operational status, and financial impact rather than assumptions.
§ Other various duties as needed or as assigned.
§ Must be able to read, write, speak, and understand the English language.
§ Master’s degree in Business, Aviation Management, Engineering, Supply Chain, or related field with 5+ years of relevant commercial aviation, MRO, customer program management, contract administration, pricing, operations, or customer account ownership experience preferred; or Bachelor’s degree in a related field with 7+ years of relevant experience.
§ FAA Part 145 MRO, component repair, commercial airline support, aviation program management, or aviation contract/customer account management experience strongly preferred.
§ Demonstrated ability to own customer programs, repair lifecycle execution, customer communication, and cross-functional recovery actions in a complex operational environment.
§ Strong business acumen with ability to understand ROI, margin, revenue conversion, cost drivers, warranty exposure, pricing impact, and fiscally responsible decision making.
§ Experience reviewing or supporting customer contracts, purchase orders, repair quotes, MSAs, SOWs, pricing agreements, warranty claims, and customer scorecards preferred.
§ Working knowledge of aircraft component repair, maintenance service contracts, rotable/exchange processes, customer-owned assets, and commercial airline operational needs preferred.
§ Familiarity with FAA Part 145 repair station operations, quality systems, approved technical data, return-to-service documentation, and customer maintenance program requirements preferred.
§ Excellent written and oral communication skills, including ability to communicate clearly with customers, shop personnel, leadership, and cross-functional teams.
§ Proficient in spreadsheet, word processing, presentation, and Internet software. Syteline ERP system or other ERP/MRO system knowledge is preferable.
§ Ability to organize, prioritize, and make sound decisions across multiple customers, programs, and competing business priorities.
§ Strong customer relationship, problem-solving, negotiation, follow-up, escalation-management, and program review skills.
§ Ability to lead through influence across Operations, Engineering, Quality, Materials, Planning, Finance, Sales, and other departments.
§ Ability to travel for customer visits, audits, business reviews, trade shows, and program support as required.
