Manager, Customer Sr

The incumbent will be responsible for the overall success of a wide variety of customer helicopter maintenance & modification projects from induction to delivery within the Langley business. Duties include serving as the primary point of contact for external customers (account leader) on assigned projects, and leading internal cross-functional teams comprised of operations, engineering, tech records, and supply chain to deliver high quality, timely, and on-budget project execution (project manager). Helicopter programs in Langley include maintenance, repair, overhaul, paint, modification, upgrade, R&D, product sales, field service, and more.

Specific Accountabilities

Account Leader - External

• Acts as primary point of contact on key customer accounts, ensuring responsiveness in communication to requests and inquiries on new potential opportunities, and provides timely project communications on all on-going jobs from induction to invoicing.
• Prepares, generates and distributes project plans, reports, order acknowledgments, estimates, invoices, and other applicable project deliverables as required to customers.
• Accurately receives, records, and distributes customer input and feedback on new and on-going projects to relevant internal and external stakeholders to provide timely responses to customers.
• Cultivates loyalty through a commitment to customer satisfaction, including management of customer requirements, hosting and coordinating visits, addressing complaints/concerns, and other ad hoc requests.
• Builds and expands on business relationships with key customers, with a focus on demonstrating trust, accountability, and a commitment to excellence.

Project Manager - Internal

• Applies project management principles leading planning, implementation, and management of project plan for each customer project for helicopter maintenance, repair, modification, or upgrade, including cross-functional coordination of relevant departments and stakeholders, from induction to invoicing.
• Actively collects, analyses and interprets project data related to required labour, materials and subcontract processes to develop and manage critical path milestones and project costing in collaboration with production and supply chain.
• Designs strategies to mitigate risk and proposes innovative solutions to complex issues, influencing buy-in from all stakeholders to achieve successful project execution.
• Uses project planning schedules to forecast shop openings (available shop slots) and assists with meetings and presentations in support of sales and business development teams on new opportunity pursuits with prospective and existing customers and OEMs.
• Provides timely and accurate project reporting to site management team and participates in organization and prioritization of projects and programs in collaboration with management.
• Provides team leadership and mentors, coaches, and empowers others to ensure transaction timelines are met or exceeded.

General

• Observes and reports any issues or concerns in support of the company-wide quality, environmental and safety management system policies.
• Manages personal workload and time, setting and managing priorities and time on task, asking for assistance when required, while adapting to change and adjusting to changing demands of the workplace.
• Performs other duties as assigned.

Minimum Educational/Academic Requirements

• The typical minimum level of education to perform this job competently is a Bachelor's Degree in Business Administration, Management, or Engineering, or equivalent work experience.
• Certification or experience in Project Management, such as PMP/CAPM accreditation, or equivalent work experience is highly recommended.
• Certification or experience in aviation, maintenance/repair, or manufacturing is an asset.
• Certification or experience with MS Project and/or other project planning tools is an asset.

Required Skills/Experience

• A passion for learning, professional practice, and continuous improvement.
• Strong verbal and written communication skills, as well as presentation skills.
• Strong planning, organizational, analytical, decision-making and problem-solving skills while demonstrating situational awareness.
• Strong financial acumen; prior experience with budgets & planning.
• Great teamwork and team leadership skills, including ability to lead teams in a matrix environment (without necessarily direct reporting lines).
• Experience and eagerness in building strong working relations with external customers.
• Comfortable and competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• Self-motivated with the ability to motivate others.
• Knowledge and experience with Windows PCs and Microsoft Office suite, particularly Excel, PowerPoint, and Word.