Manager, Customer Solutions

Chromalloy is a global engineering & solutions company. We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines. We develop, manufacture and repair critical turbine components for a range of engine platforms. Our solutions support the engines running the aerospace, energy and defense industries around the world.

Video: What We Do

Why work at Chromalloy?

Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day. A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation. Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers. As a global company, we are committed to creating an inclusive environment where all employees feel represented, heard, and able to bring their best selves to work every day. Be part of something bigger with Chromalloy!

Our Total Rewards Program is designed to support you today and in the future.

• Comprehensive and flexible benefit options starting on day one, including medical, dental, vision, EAP, wellness incentives, and 401(k) with employer matching.
• Development & progression opportunities for every employee - regular performance conversations, training and development curriculum, and engineering fellowship programs.
• Paid time off, including vacation, sick time, paid holidays, and parental leave-all eligible on your first day of employment!
• Competitive pay, including eligibility for quarterly and annual bonuses, depending on role and site.

Eligibility for individual benefit plans may vary based on employment status.

Summary: The Customer Solutions Manager will have primary responsibilities for the Customer Solutions team within the local operating unit. The Customer Solutions Manager will be an experienced customer service professional who is able to lead the Customer Solutions team and provide our customers with the most reliable, efficient service, and innovative solutions in the industry. Strong management and leadership skills are required.

Primary Accountabilities:

• Lead the local Customer Solutions team and ensure that our customers experience a strong, reliable, and transparent level of service and satisfaction
• Ensure the Customer Solutions team provides timely communication and issue resolution
• Ensure all aspects of the customer experience exceed our customer's expectations
• Ensure the team is employing best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews
• Develop and implement a comprehensive training and development plan for each member of the Customer Solutions team to guarantee a baseline skill level and continued professional growth
• Identify process and procedure improvements necessary to increase efficiencies and the customer experience
• Own the customer relationship and communicate the "voice of the customer" internally and externally based on customer feedback and performance metrics
• Drive the escape / crisis management process with timely communication when delivery or quality issues impact customers
• Responsible for compliance to our customer contractual obligations and export control regulations
• Support business development and sales through the quote process, pricing data, profitability, capability analysis, and business models
• Able to leverage customer relationships and knowledge of Chromalloy's value proposition to identify opportunities which enhance year over year revenue growth and customer retention.

Qualifications, Minimum Requirements:

Education: Bachelor's degree with five years' experience preferred; or equivalent combination of education and experience.

Experience: Management, Sales, Business Development, Operations, Quality and/or Customer Service experience in an aerospace or highly regulated industry

Skills:

• Demonstrated understanding of customer requirements and focus to achieve these objectives
• Strong decision-making skills and ability to use sound judgment and challenge assumptions when appropriate
• Proven ability to communicate conclusions based upon analysis and findings.
• Proven flexibility and ability to cope with pressure resulting from changing priorities and meeting tight deadlines and reporting requirements
• Must demonstrate an effective communication skill / style to present complex ideas in a compelling and comprehensive manner.
• Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.
• Advanced MS Office Suite skills specifically using MS Excel and PowerPoint.

Challenges:

• Establishing trust and credibility with customers, local team, and corporate leadership
• Must be assertive in developing and applying structure and process where it may not exist today
• Ability to manage ambiguity and affect change in situations of limited direct responsibility
• Build strong relationships with customers by responding quickly and truthfully to requests and building trust
• Ability to manage multiple and changing priorities

Competencies:

• Integrity - Always do the right thing, hold yourself and others accountable, and treat all employees with respect.
• Thought Leadership - Intellectually sharp, analytical and critical thinker, capable and agile. Consistently challenges and improves thinking / decision making of team.
• Action and Result Orientation - High energy, drive and sense of urgency. Consistently delivers top performance.
• Personal Accountability - Owns actions and results; keeps commitments.
• Respect & Values Diversity - Understands and takes advantage of a global diverse workforce and marketplace. Promotes and encourages diverse ideas and solutions from team.
• Ethics - Demonstrates high ethical standards and integrity as set forth in our Code of Business Conduct.

Due to government regulation only US persons (U.S. citizen, U.S. naturalized citizen, U.S. permanent resident, holder of U.S. approved political asylee or refugee status) may be considered for this role.

Chromalloy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Any offer of employment will also be conditioned upon the successful completion of a background investigation and drug screen in accordance with company policy and applicable federal and state regulations.

Chromalloy is an equal opportunity employer - vets/disabled.

In the United States, if you need a reasonable accommodation for the online application process due to a disability, please contact: https://www.chromalloy.com/contact-us/