Manager overseeing selection and optimization of tech stack in customer experience operations. Leading global systems strategy and implementation across diverse regions and processes.
About the role
- Service Contract and Warranty Manager leading customer support team in aerospace. Overseeing contract administration, customer experience improvement, and team development.
Responsibilities
- Lead, coach, and develop a team of customer support professionals to ensure timely and effective resolution of customer concerns.
- Oversee service contract and warranty administration in accordance with company policy, legal standards, and customer requirements.
- Drive improvement of the overall customer experience through ownership of the customer feedback process.
- Develop and implement standardized, efficient processes across the customer support function.
- Provide contractual guidance and risk mitigation support during negotiations and proposal development.
- Ensure compliance with international trade and contractual requirements.
- Partner with Finance to resolve invoicing and accounts receivable issues.
- Support commercial and military proposal activities to drive business growth.
- Analyze performance data, prepare reports, and maintain records in SAP.
- Participate in monthly SIOP (Sales, Inventory, and Operations Planning) activities by providing inputs for demand planning and forecasting.
- Lead continuous improvement and innovative initiatives that drive operational efficiency and customer satisfaction.
Requirements
- Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience
- Working experience in a contracts-related or customer support leadership role
- Prior experience within the commercial or military aerospace industry
- Strong understanding of contracts negotiation, implementation, and administration
- Working knowledge of U.S. government contracts laws and regulations
- MRO (Maintenance, Repair & Overhaul) experience preferred
- Proficiency with Microsoft Excel (Pivot Tables, VLOOKUPs) and SAP
- Experience driving continuous improvement initiatives (Lean, Six Sigma, etc.)
- Demonstrated ability to lead teams, foster collaboration, and deliver measurable results.
Benefits
- Medical, dental, and vision insurance
- Three weeks of vacation for newly hired employees
- Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
- Tuition reimbursement program
- Student Loan Repayment Program
- Life insurance and disability coverage
- Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
- Birth, adoption, parental leave benefits
- Ovia Health, fertility, and family planning
- Adoption Assistance
- Autism Benefit
- Employee Assistance Plan, including up to 10 free counseling sessions
- Healthy You Incentives, wellness rewards program
- Doctor on Demand, virtual doctor visits
- Bright Horizons, child and elder care services
- Teladoc Medical Experts, second opinion program
- And more!
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