Responsibility

Leadership & Team Management

• Lead and manage a team of customer business executives involved in the overhaul process
• Provide guidance, mentorship, and support to team members
• Foster a positive work environment and promote collaboration and teamwork

Project Management & Coordination

• Oversee the planning and execution of overhaul projects, ensuring timelines, costs, and quality standards are met.
• Coordinate with internal departments such as planning, engineering, operations, quality and supply chain to deliver customer orders on time.
• Monitor the progress of overhaul projects and provide, communicate regular updates to customers and internal stakeholders.
• Ensure compliance with industry regulations, safety standards, and customer specifications.
• Identify and resolve operational bottlenecks that may affect the quality and delivery of services.
• Work closely with the planning, engineering, operations & quality teams to meet performance targets.
• Monitor project budgets, controlling costs while maintaining service quality.
• Ensure accurate invoicing, contract compliance, and timely submissions
• Collaborate with finance teams to handle any customer billing issues or financial disputes.
• Identify opportunities for upselling and cross-selling additional services to existing customers.

Customer Relationship Management

• Develop and maintain strong relationships with key customers, understanding their business needs and ensuring service satisfaction.
• Address customer queries, concerns, and requests promptly and efficiently.
• Working closely with on-site Rolls Royce’s Overhaul Services Team (OST)

Reporting and Documentation

• Prepare reports on customer accounts, project status, and service performance.
• Maintain accurate documentation of all customer interactions, contracts, and project milestones.
• Provide insights to senior management on customer satisfaction levels and areas of concern.

Requirements

• Bachelor’s degree in aviation management, engineering, or a related field. MBA or relevant certifications are a plus.
• 5-10 years of experience in customer business roles within the aviation or MRO (Maintenance, Repair, and Overhaul) industry.
• Knowledge of aviation engine and component overhaul processes, industry regulations (FAA, EASA), and customer service management tools.
• Strong leadership abilities with a track record of managing teams and improving operational processes.
• Excellent verbal and written communication skills to effectively interact with customers, internal teams, and senior management.
• Ability to quickly identify issues and implement solutions in a fast-paced, dynamic environment.
• Strong time management and multitasking abilities to handle multiple customer projects simultaneously.