Manager, Customer Management

DFW, 15050 Trinity Blvd, Fort Worth, Texas, United States of America

Req #1083

Thursday, September 19, 2024

We areTrusted Partners | Supporting Flight. Our more than 50 years of success is the result of our employees who have dedicated themselves to providing unmatched quality, service and safety in aircraft maintenance, repair and overhaul. Being a part of ATS offers an opportunity to build meaningful partnerships, innovate new ideas, do the right thing, and make our company a great place to work!

SUMMARY: The Manager of Customer Management oversees the activities and operations for Customer Service and Component Program Management. Proactively manages customer requirements and ensures internal and external customer goals are met. Manages and develops the Customer Service team as assigned. Executes the vision for Customer Management at the facility level, including training and coaching people, process development, customer account performance management for key accounts, and digital enablement of the order management and customer performance tracking processes and functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Ensures service consistency, meeting contractual obligations, and resolving problems for the customer with the support of ATS business units.

• Manages workload, training, standard work, and account responsibilities for the Customer Service and Program Management team.

• Works closely with Maintenance operations to provide customers with detailed information and dedicated service in a prompt, efficient manner.

• Develops and monitors order management metrics in accordance with AS9100 and AS9110 standards. These include, but are not limited to, time-to-quote, quote approval dwell time, and complete-to-ship.

• Coaches, mentors, and develops Customer Service team members.

• Leads by example through self-management of a number of key accounts as a Program Manager:

• Monitors and reports on customer account performance from an operational and financial viewpoint.

• Delivers accurate status reports for customer work in process.

• Develops and manages customer and ATS self-facing scorecards.

• Executes contracts for assigned programs, including work scope, schedule and assumption lists.

• Works with planning and operations to ensure understanding of program objectives in terms of schedule, delivery and financial performance.

• For assigned accounts, manages and resolves all issues pertaining to repair orders for all phases of the order management process from demand signal to cash.

• Responds to rapid bid requests from accounts. Leverages the sales team to take action on complex bids.

• Enables continuous improvement of ATS service level performance in Turnaround Time, On-Time Performance, Cost of Poor Quality, Customer Satisfaction, and Direct Cost of Component Repair.

• Develops and maintains creative service and support alternatives and solutions for customers.

• Partners proactively with other ATS business units, including Asset Management, PMA, and Engineering Solutions.

  EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business or related field preferred.

• Minimum of five (5) years of related experience in aerospace industry, or equivalent combination of education and experience.

• Minimum of three (3) years leadership experience preferred.

  PHYSICAL EFFORT AND DEXTERITY:

While performing the duties of this job, the employee will be required to sit; use their hands and arms; and talk or hear; and focus on objects close up. The employee will also be required to stand, walk, stoop, kneel, crouch or crawl. The employee may be required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Compensation

The base salary for this position is $95,000.00 – $142,000.00 (expressed as annualized for exempt), exclusive of benefits or potential bonuses. The lower end of the range represents the target base pay for those beginning or developing in the role. The higher end of the range is intended for those who have mastered the role, with proven significant expertise, high achievement, and specialized skills. If you are hired at ATS, your salary rate will be based on factors such as skills, education and experience. In addition to those factors – we consider internal equity of our current employees when determining offers. This position is eligible for an annual bonus. We also offer a generous benefits package, as detailed below.

Benefits

ATS offers employees a wide range of benefit options to support the health and financial security of their families.

Health: To give employees flexibility to select the coverage that best meets their family’s needs, ATS offers a choice of comprehensive medical/pharmacy plans, dental and vision plans, health and dependent care flexible spending accounts, and voluntary benefits including accident and critical illness.

Financial: The ATS 401(k) plan includes employer matching contributions and a variety of investment options to help employees reach their financial goals. Employees also have access to financial advisors at no cost for personalized, professional, licensed assistance. ATS provides company-paid life and disability insurance, with an option to purchase more. Other available benefits include legal services and discounted home and pet insurance.

Time-Off: ATS supports employee work-life balance by providing paid-time off (PTO) and paid holidays, as well as paid parental leave . PTO accruals start at 104 hours per year and employees receive 64 hours of holiday leave throughout the year.

Incentive Program: ATS employees are eligible for an incentive plan based upon their role within the organization.

Tuition/License Assistance: ATS offers a generous tuition reimbursement program including Aviation Maintenance Technology (AMT) student loan repayment, Airframe/Powerplant (A&P) certification (coursework and/or testing), and business-related degrees.

Employee Assistance Program: ATS makes access to support easy for our employees and their families through our Employee Assistance Program, with confidential 24/7 counseling and referrals, for help with challenges that life can bring.

Discounts: ATS has partnered with local and national vendors to provide employees with discounts on entertainment, mobile phones and service, computer hardware and software, gym memberships, rental cars and more.

Career Development: The ATS Academy programs offer both technical skills and leadership training opportunities for those looking to add skills to their technical toolbox or move into a leadership role. Our Apprenticeship Program offers robust on the job training for anyone looking to begin a career in aviation maintenance.

EEO EMPLOYER STATEMENT: ATS is committed to providing equal employment opportunities to all employees and applicants, and prohibits discrimination, harassment, and retaliation of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state, or local laws. ATS is also committed to protecting its applicants for employment and independent contractors from unlawful discrimination, harassment, and retaliation. Provisions in applicable laws providing for bona fide occupational qualifications or business necessity will be adhered to where appropriate.

As part of our equal employment opportunity policy, ATS will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, Armed Forces veterans and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.

Other details

• Job Family Manager

• Pay Type Salary

• DFW, 15050 Trinity Blvd, Fort Worth, Texas, United States of America