CUSTOMER SUCCESS MANAGER

About RH Aero Systems

RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses - Rhinestahl and HYDRO Systems - we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, and Biberach, Germany. For further details visit RHAero.com.

We take great pride in our Values and embody them in everything we do professionally.

Reliable: We consistently deliver outstanding quality and performance. Our reliability builds trust and long last partnerships. You can count on us every step pf the way!

Ready: We are always prepared, flexible and within reach - ready to act when it matters most.

Relentless: We are determined to pursue our goals with unwavering passion, resilience, and the will to overcome any challenge.

Job Summary

Provide primary/key point of contact (POC) support for assigned products, customers, and regions in cooperation with the Regional Customer Manager (RCM). Provide a level of support and service which ensures the optimum customer experience. Conduct business activities so as to be the voice of the customer

Key Responsibilities

• Build and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and interanal pressure around performance (quoting, quality and delivery) to drive long term partnership value and mutual success.
• Act as the OEM customer’s voice within RH Aero, leading cross-functional collaboration to proactively identify and resolve issues affecting license performance, order fulfillment, and customer satisfaction.
• Leverage customer feedback, performance data, and internal metrics to identify trends, propose improvements, and capitalize on operational and service opportunities that drive customer value.
• Perform as primary point of contact (POC) to the OEM customer from initial quote request to product shipment for new and service activities
• Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions
• Work with Sales Operations Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture
• Provide order status updates to customers as required
• Research and correct regular, advanced, and long-standing customer concerns
• Collect customer feedback and make process changes to exceed customer satisfaction goals
• Complete special projects by using effective decision making, critical thinking and time management skills
• Maintain ERP system (Epicor) with current order/shipment related information specific to the OEM and its associated site locations
• Be available to travel to OEM corporate and site locations to build relationships face to face; 10-15% travel time expected per year.
  
  

Qualifications

Qualifications and Experience:

• 5-7 years prior account management and/or customer support experience
• Bachelor’s degree, preferably in business, communications or technical support field
• Prior experience in Industrial B2B industries working with customers in a global environment, preferably aerospace or industrial manufacturing.
• Exceptional interpersonal skills with ability to effectively manage conflict and communicate action plans to drive to a satisfactory resolution that builds trust and confidence
• Exceptional attitude and passion towards serving customers an outstanding experience
• Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
• Ability to multi-task and work effectively under time and customer pressure
• Ability to interact effectively and confidently at various levels and across different customer and technical functions within a customer’s organization
• Articulate and effective communicator with the ability to influence others through the employment of sound judgment and good sense rather than the use of authority
• Highest standards of integrity, loyalty, honesty, moral and ethical values
• This role is based in Mason, OH.