Location
Bothell, WA | United States
Job description
Summary
As the Director of Client Support, you will be responsible for overseeing and enhancing the support services provided to our clients with in-service aircraft. Your role will involve developing and maintaining strong client relationships, ensuring customer satisfaction, and driving continuous improvement in our service delivery.
Essential Duties and Responsibilities - Client Relationship Management
- Build and nurture strong relationships with clients, understanding their unique needs and challenges.
- Act as the primary point of contact for clients regarding in-service aircraft support.
- Service Delivery Oversight
- Develop and implement strategies to optimize in-service aircraft support services.
- Collaborate with internal teams to ensure the timely and effective delivery of spare parts, service orders, and other maintenance and repairs, along with other support services.
- Team Leadership
- Lead and inspire a high-performing client support team, providing guidance and support.
- Foster a collaborative and customer-centric culture within the team.
- Continuous Improvement
- Identify opportunities for process improvements and implement best practices to enhance service efficiency.
- Proactively address client feedback and work towards exceeding customer expectations.
- Financial Management
- Collaborate with the finance department to manage budgets related to in-service aircraft support.
- Monitor and report on key financial metrics, ensuring cost-effectiveness and profitability.
- Contract Management
- Oversee the negotiation and management of service contracts with clients.
- Ensure compliance with contractual agreements and work towards contract renewals.
- Risk Management
- Identify potential risks to client satisfaction and work proactively to mitigate issues.
- Implement risk management strategies to ensure the smooth operation of in-service support activities.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
- Adaptability - Adapts to changes in the work environment, manages competing demands, accepts constructive criticism/feedback and changes approach or method to best fit the situation.
- Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.
- Dependability - R esponds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
- Initiative - S ets and achieves challenging goals, demonstrates persistence, and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
- Teamwork - B alances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.
- Work Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.
- Business Acumen – Understands business implications of decisions, conducts cost-benefit analyses, displays orientation to profitability, demonstrates knowledge of market and competition, and aligns work with strategic goals.
- Presentation Skills - Tailors presentations to audience needs, engages and focuses attention, presents information logically and persuasively, handles difficult questions and situations, and inspires audience to action.
- Managing People – Provides direction and gains compliance, includes subordinates in planning, takes responsibility for subordinates’ activities, makes self available to subordinates, provides regular performance feedback, develops subordinates’ skills and encourages growth.
Summary of Education, Experience & Certification - Bachelor's degree in mechanical engineering; MBA preferred.
- 10 years of experience engineering custom business/VIP aircraft interiors and systems.
- 5 years of experience in client support or related roles within the aviation industry.
- Proven track record of successfully managing client relationships and driving customer satisfaction.
- Demonstrated experience in financial management and budget oversight.
Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.
Required Knowledge, Skills & Abilities - Strong leadership and team management skills.
- Excellent communication and negotiation abilities.
- In-depth knowledge of in-service aircraft support processes and industry regulations.
- Ability to analyze data and make data-driven decisions.
- Ability to travel for extended periods of time up to 6 weeks.
Washington State Salary Range: $149,144-$205,073
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