The Manager, V2500 Engine Program is the leader responsible to ensure that the Customer Account Managers has the tools, knowledge and processes to execute best in class customer service. The team needs to ensure the primary liaison between the External Sales department (if applicable), Customers, the Engine Programs network, the Customer Account department, and internal production/logistics teams (The SVA team – Shop Visit Admin team).

Key responsibilities include facilitating professional customer communication and hosting, managing the assigned contracts, the manager needs to ensure that the team is set-up to be able to professionally prepares the customer setups, oversees shop visit (SV) preparation and pre-WRB activities, including the collects and validates of all required customer documentation. The role also involves the responsibility to set standards in preparing and reviewing internal/external cost estimates, tracking shop visit expenses, and facilitating coordination with engineering, material supply chain, and production managers to ensure seamless organization of working together.

Additionally, the Manager is responsible for overseeing module or engine shop visits, maintaining visibility over work orders to meet customer requirements and satisfaction, and providing backup support for Customer Account Management (CAM) functions. The role includes invoice preparation and review, ensuring accuracy in financial transactions and achieving the required profitability goals.

Strong customer communication skills and the ability to support new business opportunities are essential. Furthermore, the Manager, Engine Programs acts as the Deputy to the Director, Engine Programs and assumes the Director’s responsibilities in his/her absence.

Leadership

• The Manager Engine Programs will support the team to;

• Foster an open, honest and fair working environment for the team internally and across location - Communication is key
• Ensure all processes and requirements are clearly documented and understood by the team
• Positive team environment open to change and feedback
• Provide leadership, coaching, guidance as required and regular feedback to the team
• Build relationships with in the MTU network

Programs Related

• Supporting bid management activities jointly with the Engine Programs responsible across location
• Liaison with Engineering, Production, Material Supply Chain and other MTU locations
• Reviewing proposals, negotiation support, and business case inputs and support
• Preparation of cross-functional contract and business reviews (internally and externally)
• Responsible to Ensure engine allocation as per Operation Plan and planned as per agreed Forecast

Shop Visit Related

• Ensure each shop visit follows in accordance with the shop visit execution process, technically, commercially and financially

Contract Related:

• Ensure optimized contract management and post shop visit analysis
• Optimize the financial result in accordance to MTU guidelines.
• Responsible for coordination of on-call service and AOG support.
• Initiate customer complaint management and voice of the customer actions as required
• Ensure that after each shop visit the organization understands and action results for the next SV
• Ensure that effective customer set-up is achieved and that the customer requirements and budgets are effectively communicated to Operations and implemented prior to the shop visit.
• Build both strong internal and external customer relationships based on trust and reliability

Other:

• Ensure appropriate communication with external and internal customers
• Represent the customer effectively within MTU and possess and understanding of customer requirements and perspective

• Bachelor/University degree in a Business related area and 1-2 years experience in customer support, preferable in a aviation environment
• or equivalent education with 3-4 years experience technical background and customer support, preferable in a aviation environment
• education in an Aviation Engineering/Mechanic related area or equivalent education is an asset
• Intermediate knowledge with Microsoft Operation System Windows
• Intermediate to advanced knowledge with MS Office
• Intermediate knowledge with SAP Customer Support specific functions/transactions