Job DescriptionCustomer Service Director Location: Cincinnati OHReporting directly into Vice President, Customer ProgramsBuild an Aviation Career You're Proud OfBuild your career with integrity by working at a company that doesn't just treat you like a number. You'll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you'll be set up for success.Take charge of our day-to-day operations, so we remain the trusted source for aviation repair and maintenance. Work with your team to implement the right processes and practices across our organization to help ensure flight and product efficiency.We are seeking a dynamic and experienced Customer Service Director to lead and oversee the strategic planning, execution, and optimization of StandardAero's Customer Service function. This role ensures the highest level of customer satisfaction by developing and implementing effective customer service strategies, processes, and policies. The Director will lead and mentor a team of customer service representatives, fostering a customer-centric culture and driving continuous improvement in service delivery.What you'll do:
- Develop, implement, and execute strategies to improve customer satisfaction, loyalty, and retention
- Provide visionary leadership, mentorship, and guidance to a diverse team of customer service representatives on meeting targets for turn time, invoicing, and other performance measures as developed
- Foster strong partnerships and collaboration with senior leaders, including Sales, Finance, Operations, Supply Chain, Quality, Engineering, to align operational efforts and drive holistic business success and optimize due date compliance
- Analyze customer feedback and data to identify areas for improvement and innovation
- Handle escalated customer issues and complaints, providing solutions in a timely manner
- Develop and maintain business relationships with customers. Oversee and participate in customer related visits/functions
- Manage Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance
- Act as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling, shipping, settlement of customer complaints, and reviewing & coordinating all contract work for the business to ensure adherence to the contract
What skills you will use:
- Bachelor's degree in Business Administration, or a related field.
- Proven experience in a senior customer service role, with a minimum 10 years of progressive leadership experience
- Strong strategic thinking, problem-solving, and decision-making skills
- Excellent interpersonal, communication, and team-building abilities
- Experience in a fast-paced, dynamic industry is highly desirable
- Strong analytical skills with ability to use data to drive insights and decisions
Preferred Characteristics:
- Previous MRO experience preferred
- MBA or advanced degree 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
Raising the Standard of Excellence since 1911With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers' missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.Inclusivity Is Our StandardStandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.