Customer Support Manager

Aircraft Technology, Inc., (ATI), a subsidiary of HEICO Corporation, is an FAA/EASA Part 145 Repair Station. ATI supports a wide range of rotary and fixed wing components found on both commercial and military platforms around the world.

ROLE:  The Customer Support Manager position directs and coordinates activities of sales and customer support for an FAA 145 Repair Station.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

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• Participates in developing and implementing objective for outside and intracompany sales and manages customer support.  This includes identifying and pursuing new sales opportunities, reviewing RFQs, creating quotations, reviewing invoices and negotiating pricing and terms, as well as communicating delivery commitments to customers.
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• Participated in budgeting for the organization.
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• Develop and maintain training programs for sales and customer support personnel. 
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• Represents HEICO at industry and trade associations and shows to promote the organization and the product. 
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• Maintains customer and sales data.
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• Respond to customer service issues in a timely manner.
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• Create effective customer service procedures, policies, and standards.
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• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
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• Implement an effective customer loyalty program.
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• Maintain accurate records and document all customer service activities and discussions.
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• Assess service statistics and prepare detailed reports on your findings.
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• Hire and train future customer service Team Members
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• Manage the approved budget of the customer service department.
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• Stay informed on the latest industry techniques and methods.
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• Creates weekly customer status reports.
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• Update customer portal with requested information.
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• Close work order and ship part.
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• Participate in weekly Production meeting.
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• Participate in budgeting for the organization
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EDUCATION: Bachelor’s Degree or equivalent combination of education and experience.

EXPERIENCE:

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• Experience with customer support in a machining environment in aerospace, aircraft MRO, or military supply industries required.
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• Language: English: Excellent Communication skills; ability to effectively communicate to various levels within and without the organization.  Spanish language is a plus.
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• Computer Skills:  Intermediate MS Office skills required (Outlook, Word, Excel)
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• Organizational Skills:  Strong organizational skills, strict attention to details and ability to multitask and prioritize as necessary, with minimal supervisory direction. Must be flexible in handling multiple tasks. Continuous Improvement Mindset a must.
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• Communication:  Ability to communicate in a strong and effective manner.
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• Interpersonal Skills: Must work well within a team environment and independently.
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• Time Management:  Must be flexible and able to multi-task in a time-sensitive environment.
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