Manager II, Customer Support

Responsibilities

Position Profile: OEM Customer Support Manager

Triumph Title: Customer Support Manager II

Job Summary

Responsible for customer communication, relationships, and account transactional management for OEM production programs. Serves as the primary link between the customer and the Product Line Manager to ensure communication of status and potential problem areas while advising on how to mitigate those concerns.

Major Accountabilities:

1. Primary focus on completing "heavy" daily administration duties of processing returns, completing pack slips, inputting customer demand via ERP (Epicor),etc...for assigned customers.

2. Primary point of contact with customers, acts as voice of the customer within the organization.

3. Manages relationships with the customer base, fostering an environment where complex problems are solved in a manner that instills trust and respect for all parties.

4. Responsible for establishing and maintaining contractual adherence & commercial relationships with customers. Communicates and drives requirement adherence within the organization.

5. Accountable for quality and delivery as it relates to assigned customer base and agreed to production purchase orders.

6. Assists in developing shop priorities based on customer requirements by effectively coordinating with the planning department.

7. Tracks, monitors, and reports program performance using account management tools.

8. Develops and executes an effective strategic plan to manage customer relationships

9. Responsible for accurately identifying customer demand for long-term forecasting and SIOP business planning.

10. Furnishes advice, counsel, and general staff support to all departments in relation to program management.

11. Contributes to team effort by maintaining a positive outlook.

12. Complies with all company policies and procedures, including safety requirements.

13. Other duties, as assigned, to ensure customer needs are met.

Qualifications

Physical Limitations: Work may require sitting and/or standing for up to 8 hours per day, writing, and occasional business travel.

Minimum Education Required: Bachelor's degree in business, marking, engineering. PMP certification a plus.

Minimum Years of Experience Required: 5-7 years working in a customer facing role with understanding of ERP transactional process in a production environment.

Key Knowledge, Skills and Abilities Required:

Can meet ITAR requirements

Strong Business/Contracts Acumen

Professionalism in dealing with adverse situations

Communication skills- Verbal, Written, PowerPoint

Data skills- Excel Data analytics, MS Project, etc.

Motivating/Developing employees

Excellent Communication/Presentation skills

Self-direction in managing multiple or ever changing priorities

Microsoft Office Products

ERP systems understanding

Ability to read and write English

Processing and completing administrative task is a key component of this role.

Our Vision:

As one team, we enable the safety and prosperity of the world.

Our Mission:

We partner with our Customers to TRIUMPH over their hardest aerospace, defense, and industrial challenges to deliver value to our stakeholders.

Our Values:

• Integrity- Do the right thing for our stakeholders. We value safety, diversity, and respect.
• Teamwork- Win as One team-one company. Solicit help and assist others.
• Continuous Improvement- Pursue zero defect quality. Attack problems and relentlessly raise the bar.
• Innovation- Passion for growing the business. Lead through ingenuity and entrepreneurship.
• Act with Velocity- Partner, anticipate and communicate. Proactively solve problems.

Code of Conduct:

To perform the job successfully, an individual should demonstrate the TRIUMPH behaviors captured within our core values: Integrity, Teamwork, Continuous Improvement, Innovation, and Act with Velocity. Detailed definitions are below and performance metrics for each behavior can be found on our intranet and is embedded within our Performance Management processes. All employees are expected to represent the values and maintain the standards contained in TRIUMPH's Code of Conduct.

Environmental, Health, and Safety (EHS):

Employees are responsible for the Health, Safety, and Welfare of themselves, the environment, and other people. All employees must comply with EHS policy training and instructions, help to maintain a safe and clean working environment, and use any Personal Protective Equipment (PPE) provided by the Company. Employees must report any accidents, incidents, and near misses to management. Additionally, employees are expected to notify management of any dangerous or potentially dangerous situations or practices.

Additional Information:

Triumph is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

SELECT US positions require access to technology, materials, software or hardware that is controlled by US export laws including the International Traffic in Arms Regulations ("ITAR") and the Export administration Regulations ("EAR"). In order to be eligible for applicable positions, you must be a US Person under ITAR or eligible for approval for a U.S. Government export license. A US Person is a US Citizen, Lawful Permanent Resident, refugee or asylee. All inquires related to citizenship are asked solely to comply with ITAR and EAR export licensing requirements.

U.S. applicants must be legally authorized to work in the United States without company sponsorship.

Please contact us if you require assistance in applying for TRIUMPH and we will provide reasonable accommodations via HRDepartment@triumphgroup.com.

Nearest Major Market: Winston-Salem