For our client, a Vancouver based aerospace company, we are currently looking for a Customer Support Manager. In general, the Customer Support Manager is responsible to ensure that the customers' and our client's interests are protected in accordance with contractual obligations and to ensure that services on customer engines are completed within budgetary requirements, and within acceptable business practices. Typical duties include representing the customer effectively internally, managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective, and maintain optimum results for our client and its customers.

Responsibilities
Sales oriented
- Ensure that invoices reflect customer and our client's expectations
- Obtaining and internally communicating customer removal forecasts and updating eight week forecast
- Providing input to management reporting and feedback to CPM's/Senior Management on Shop Visit Status

Customer Set-Up and Planning
- Ensure that effective customer set-up is achieved and that the customer requirements are effectively communicated to Operations and implemented during the shop visit
- Organize customer on-site maintenance activities, including Field Service
- Ensure that the engine specific information is transferred from customer to internal interfaces via SAP, ECMS, MBCS as well as WRB and engine owner processes
- Obtain engine shop visit data from the customer and coordinate WRB?s

Shop Visit Related
- Ensure customer requirements are reflected in internal engine work-scoping processes and ensure that the agreed upon work-scope reflects customer expectations
- Perform cost monitoring throughout the engine repair process and ensure that internal and external customers are kept informed of price implications
- Responsible for entire invoicing process, cost estimations (work request), monitoring costs to ensure they remain within budget in conjunction with the customer and engineering, and reviewing invoices
- Managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective and maintain optimum results for our client and its customers
- Interface in production control and logistics for Shop Visit planning and scheduling

Contract Related
- Ensure that warranty claims against OEM and warranty claims from customers against our client are administered effectively
- Responsible for the organization of engine transportation

Relationship Items
- Inform customer regarding progress of engine and engine repair cost by through customer updates, including weekly written status reports which stipulates engine TAT and serviceability dates
- Responsible for coordination of MPL and customer supplied material (COP - Stock), as well as on-call service and AOG support
- Resolve customer inquiries, as well as Customer Complaint Management
- Ensure appropriate communication with external and internal customers
- Representing the customer effectively and possess an understanding of customer requirements and perspective
- Handling of invoice disputes

Methodical Competencies
- Advanced system thinking ability (strategic/understanding the bigger picture/diversity)
- Advanced ability to think analytically
- A basic understanding of jurisprudence (HR/Financial/Contracts)
- Advanced:
   - Negotiation and 'closing' skills
   - Ability to read about and understand technically complex issues
- Advanced/strong verbal and written communication skills

Individual Competencies
- Advanced ability to:
   - Adapt to current and new situations
   - Work under pressure while showing mental and physical resistance
   - Think in a business like manner
- Intermediate ability in difficult situations to be patient
- Excellent customer service oriented thinking
- Willingness for occupational mobility/business trips
- Advanced ability to work independently

Social Competencies
- Demonstrates ethical behavior
- Advanced ability to integrate into a team and define your own specific role within such team
- Well-mannered and have the ability to align this behavior to specific target groups
- Advanced ability to learn and understand the effects of cultural diversity and their complexities
- Advanced ability to deal with conflict in a constructive manner
- Possess advanced/strong communication/interpersonal skills

Qualification
- Bachelor/University degree in a Business related area and 1-2 years experience in customer support, preferable in an aviation environment or equivalent education with 3-4 years experience with technical background and customer support, preferable in an aviation environment
- Education in an Aviation Engineering/Mechanic related area or equivalent education is an asset
- Intermediate knowledge with:
   - Microsoft Operation System Windows XP/7
   - MS Office 2003/2007
   - SAP Customer Support specific functions/transactions
- Preferable second language depending on customer requirements

Apply via email by sending an adequate resume (PDF or MS Word document)
 Make mention of the exact job title in the subject line. Please send your resume, according to Canadian law, without any personal information except of contact details and name. We thank all applicants, however, only those under consideration will be contacted.

To Apply:
If you have the skills and experience required for this position, please forward your resume to:

IPN Brainpower Consulting Inc.
2323 Boundary Rd.
Vancouver, BC

E-mail: jobs@ipn-brainpower.com