Customer Service Manager

Description

Signia Aerospace is built on decades of proven performance and partnership in the aircraft systems industry. The proven brands that operate under the Signia Aerospace ecosystem lead the field in thermal management and mission-specific equipment. They are the brands of choice for pilots, maintenance directors, ground crews, and supply chain professionals worldwide, in commercial, private, and military applications. Our depth of expertise and unique pool of resources allows us to act as an integrated, nimble partner in the design, manufacture, delivery, and service of highly specialized aircraft systems and components.

Hartzell Engine Technologies (HET) is a leading OEM supplier and aerospace technology company that includes branded components from Janitrol Aero, Plane-Power, Aeroforce Turbocharger Systems, Sky-Tec, Fuelcraft and PowerUP, providing engine accessories and heating solutions that meet the demanding challenges of today’s aircraft systems.

Our Culture

We are a team that prides ourselves on a culture that supports shared values of empowerment, accountability, drive, integrity, and respect. Our team shares a deep commitment to safety and collaboration. We offer a comprehensive benefits package to support your well-being and professional growth including medical, dental, vision, paid time off, life insurance, 401(K) plans with employer match, company provided Growth Participation Units (GPU) and so much more.

Our GPU benefit is unique to the industry and encourages all employees to think like owners and receive future financial reward for contributions to business growth.  Join our team to be part of a culture that encourages growth and development and celebrates our success.

Key Responsibilities:

Provides strategic leadership for the customer service function, serving as the primary interface between inside sales, outside sales, and customer-facing support teams to ensure a seamless customer experience from quotation through order fulfillment and post-sales support. Aligns cross-functional resources to optimize Quote-to-Cash processes, including pricing, quoting, order management, and customer support. Leads customer service and technical support teams to deliver high levels of responsiveness, accuracy, and issue resolution, while partnering with commercial, operations, and product teams to align customer priorities with operational execution. Acts as the voice of the customer, driving continuous improvement across the end-to-end customer lifecycle and ensuring alignment around customer commitments, timelines, and service delivery expectations.

Key Deliverables of the Position:

1) Deliver best in class performance across the Quote-to-Cash lifecycle, including quote turnround time, order processing and customer response time.

2) Achieve and sustain high levels of order entry accuracy, customer satisfaction and issue resolution effectiveness.

3) Ensure strong alignment between inside sales, outside sales, customer service and operations to support pricing execution, customer commitments, product introduction timelines and revenue growth.

4) Lead the customer service and technical support teams to ensure high levels of responsiveness and customer satisfaction, while partnering with external sales team members to drive revenue and profitability growth.

5) Establish and execute customer service strategy, standards, and KPIs aligned with business priorities.

6) Build and sustain a high-performing customer service and technical support organization with strong accountability, capability and continuous improvement focus.

7) Report performance metrics, service risks, and strategic recommendations to senior leaders.

Requirements

Education and Experience

• Deep expertise in customer service operations, performance management, and service transformation

• Strong leadership, change management, and organizational development capability

• Bachelor’s degree required; advanced degree preferred

• 6 years of customer service, support, or customer operations experience including leadership

• Leads service strategy and enterprise service initiatives across the organization

Technical Competencies

1) Customer service strategy and leadership

2) Customer experience management

3) Service metrics, KPIs, and operational analytics

4) Service systems, CRM, and digital tools

5) Cross-functional customer experience improvement

6) Organizational leadership and change management

7) Training and service capability development

8) Proficient Computer Skills: Microsoft Office including Outlook, Word, Excel, and Power Point

9) Excellent Communication Skills – both verbal and written

Behavioral Competencies – Demonstrates behaviors consistent with our values

1) Thinks and acts like an owner

o Use company resources wisely & cost-effectively

o Shows pride in the organization and a commitment to its long-term success

o Takes full responsibility for their actions

o Holds self to high standards of performance and integrity

2) Demonstrates high integrity

o Consistently acts with honesty, transparency and high ethics

o Makes decisions based on what is morally right

o Owns their actions and holds self-accountable

3) Puts team above self; in it together

o Prioritizes team and company over personal gain

o Collaborates with team members within the department and across all functions

o Contributes to a positive, inclusive work environment

4) Innovates and improves

o Actively supports or initiates continuous improvement efforts

o Shares ideas and suggests solutions that enhance team or business performance

o Stays open to feedback and embraces changes

o Demonstrates a bias towards action

5) Honors commitments

o Consistently follows through on project timelines, meeting and deliverables

o Takes ownership for responsibilities and delivers results

o Makes and holds commitment

o Communicates proactively when challenges arise and adjusts plans to stay on track

Equal Opportunity Employer/Protected Veteran/Disability/E-Verify