TITLE : Director of Customer Services/Sales

REPORTS TO : General Manager

CATEGORY : Professional

STATUS: Full time

Job description

Reporting to the General Manager, the Director of Customer Services is responsible for establishing and maintaining a tangible department culture that focuses on fostering positive relationships with customers and supporting departments. Understanding and relaying financial and technical information to the customer (internal and external).

Responsibilities

• Follow company procedures in establishing new Customer accounts.

• Maintain and establish a trusting relationship between Optima Aero and the Customer.

• Provide supporting departments with accurate and timely information.

• Provide others within the department with guidance and direction as required to ensure customer expectations and requirements are met efficiently.

• Ensure all customer requests are complied with in a timely and professional manner.

• Provide financial and technical guidance and assistance to Customers as requested.

• Review and approve all invoices - provide explanation and guidance to our customer base.

• Prepare estimates on repair or overhaul, including detailed letter writing, providing customer valuable information and possible options.

• Review and approve summary condition reports, if applicable.

• Negotiate, manage, record, and track commercial gestures and discount with the customer in accordance with Optima Aero USA requirements.

• Maintain and report Customer Metrics (sales forecast, rolling forecast, TAT to quote, …) on a weekly basis in conjunction with Director of Maintenance and the General Manager.

• Coordinate and oversee technical support efforts and Customer relations.

• Provide a focal point for the liaison between the customer and relevant Company departments.

• Maintain the integrity of the Company's reputation by assuring the requests of the Customer are executed in a timely fashion while maintaining the Company's best interests and financial goals.

• Establish work scope based on customer request as well as shop suggestions and recommendations.

• Work with the Director of Maintenance and Quality Department to ensure on time delivery to meet customer expectations and monitor repair TAT for all assets in WIP.

• Maintain customer fleet/data in the CRM.

• Make sound decisions regarding serviceable vs. new parts at installation.

• Support other departmental duties as required.

• Plan inductions in accordance with customer demands and communicate accordingly to DOM and Quality Manager to ensure proper capacity and planning.

Qualifications

• Minimum of 4 years' experience in aerospace industry on Helicopters.

• Minimum of 2 years’ experience in Customer support, Sales and related fields.

• Excellent interpersonal communication skills.

• Proficient with the use and operation of computers and basic software.

• Ability to work flexible hours with additional time as required.

• Familiarity with basic accounting techniques.

• Must have a basic knowledge of OEM warranty and commercial support programs that may be available to the operator, if applicable.

• Familiar with Lean Six Sigma- process and procedures

• Have a basic understanding of warranty information, accounting computations and invoicing.

• Must be self-motivated.

• Organizational and administrative skills.

• Must be able to read and write English.

• Must be able to travel as required.

• Must have the legal right to work in the United States.

• Experience working with main ERP systems (AvSight preferred)