Manager, Field Service (TFE731 & APU)

Overview

Your work ties us all together, helping our teams function and operate. Experience opportunities to learn and be a part of an organization that has your back. And with competitive compensation and total rewards, you'll also enjoy our great perks.

The Mobile Service Team (MST) Manager manages and coordinates the 24/7 operations of the mobile service team in accordance with customer service, quoting, billing, employee management, annual budgets, business plans, and to achieve required profitability. This position also maintains positive customer relations by providing support related to the products/services of the business unit, while responding to inquiries, problems, or complaints that may arise. The FSM analyzes and presents mobile service team data in comparison to established targets and provides direction for the attainment of stated targets.

This position can be worked out of Dallas, TX or Remote.

What you'll do:

Leadership

• Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Projects a positive image in representing the corporation to clients and the community.
• Provides innovative solutions to complex issues, influencing others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
• Provides team leadership and mentors, coaches, and empowers others to ensure transaction timelines are met or exceeded.
• Provides informal leadership within the business unit, demonstrating integrated thinking when solving problems and implementing continuous improvement practices.
• Adapts to change, demonstrating proactive thinking, assertiveness, and initiative to identify potential issues/problems before they arise. Assists with the settlement of customer complaints.
• Builds relationships with both external and internal clients.
• Actively participates as a member of the management team(s), assisting with the development and realization of strategic plans, budgets, goals, and outcomes.
• Exercises authority in hiring, training, career development, performance appraisal, salary adjustments, promotion, discipline, health, safety, and the general employee relations of direct reports.

Product Related

• Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members.
• Initiates the required action for response to customer service requests for work scope/order changes, including the maintenance of order information files, and communicates changes to the appropriate personnel. Provides a close liaison and informal leadership role with service engineers, operations, logistics, quality, and materials.
• Manage the event planning and scheduling process according to volume, inventory requirements, technician availability, and material availability. Establishes and implements policies and procedures needed to achieve the business unit's strategic operating goals.
• Plans day-to-day operations, assigns manpower, coordinates mobile service team activities, authorizes overtime, and controls costs.
• Explains pricing, price increases, estimate, and invoice changes to customers. Manages customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.
• Produces and maintains measures of performance to graphically display performance-related strengths and weaknesses within the mobile service team business unit.
• Performs administrative activities necessary for the effective management of the mobile service team, including budget administration, salary administration, employee safety, employee counseling and motivation, organization goals, and objectives and planning, organizing, integrating and measuring the work performed within the mobile service team.
• Reviews and coordinates all contract/transaction work for the business unit, ensuring both parties adhere to the terms of the contract/agreement.
• Prepares, generates, and distributes reports, order acknowledgments, estimates, and invoices as required. Compares estimates and invoices, identifies, and addresses potential cost overruns as they occur.
• Maintains data in the Customer Relationship Management (CRM) or SalesForce.com (SFDC) database.
• Manages documents as per company, customer, and regulatory standards and processes. Assures required information is entered into the appropriate computer system (internal and external). Performs assigned system maintenance to various electronic files.

Position Requirements

• Communicates effectively with customers (both internal and external), demonstrating a strong use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals.
• Strong planning, organizational, analytical, decision-making, and problem-solving skills while demonstrating situational awareness.
• Strong interpersonal and teamwork skills that include demonstrated experience with negotiation, conflict resolution, and customer service.
• Experience working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• A commitment to professional practice and continuous professional improvement.
• Working knowledge of company instructions and export compliance.
• Working knowledge of PCs in the current company operating system environment including the use of Microsoft Office productivity software with the ability to adapt to changes in technology (both hardware and software).
• Strong project management skills.
• Working knowledge of company instructions, company processes, administrative policies and procedures, and export compliance regulations.
• Minimum of 5 years of supervisory experience in a service environment.
• Minimum of 5 years TFE 731 engine and APU engine experience or knowledge of products/engines/propellers/accessories in the respective business unit and technical skills appropriate to the role.
• Team leadership skills; ability to lead teams in a matrix environment (without direct reporting responsibility).
• Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• Experience building strong working relations with customers.
• Self-motivated with the ability to motivate others.
• Ability to travel to customer locations to establish and/or maintain a good working relationship.
• Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental, and Safety Management System [SMS] policies.
• Evaluates and makes recommendations regarding methods and procedures to support the continuous improvement concept within the assigned area.
• Carries out additional/special projects as assigned.
• High School Diploma or GED is required.
• Must be authorized to work in the US.

Preferred Characteristics

• Working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint).
• Working knowledge of production management computer systems.
• A&P License strongly preferred.

Benefits that make life better

• Comprehensive Healthcare
• 401(k) with 100% company match: up to 5% vested
• Paid Time Off starting on day one
• Bonus Opportunities
• Health & Dependent Care Flexible Spending Accounts
• Short & Long Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities