This Commercial Account Manager is an individual contributor responsible for the day-to-day management of commercial customers that are enrolled in Bell’s Customer Advantage Plan and/or manages warranty claims for new and used helicopters as well as spare parts. This role functions as the Customer Advantage Plan Program and/or warranty POC for all commercial customer contracts.
General Responsibilities:
· Adjudicate CAP and/or warranty claims as they are received, by either approving or denying, and issuing a new or recondition part, repair customer part or issue a spares credit as required.
· Issue RMAs for return parts to Bell for engineering evaluation or repair and follow-up with customer to ensure it has been received timely per the contract.
· Engage with Bell cross functional teams such as Customer Support Engineering, Produce Support Engineering, Sales, Customer Support Facilities, BH Piney Flats & Able Engineering to resolve claim timely.
· Coordinate activities with Inventory Management, FTW Logistics Center (CDC), Supply Centers, Programs, etc. to supply parts to customers.
· Engage with Bell suppliers and/or procurement, as required, on behalf of customers to resolve issues or to execute Product Support Agreement.
· Adhere to all import/export requirements for ITAR controlled parts.
· Adjudicate CAP/warranty claim per agreed CAP contract or Bell commercial warranty policy with proper documentation as required.
· Supporting sales and marketing with development and execution of aftermarket strategy.
· Responsible to ensuring that all contractual terms related to CAP and/or warranty are adhered to from both parties.
Additional CAP Responsibilities:
· Serve as a focal point globally into Bell for the CAP customer by focusing on relationship building, intelligence gathering, and understanding the customer’s business model to meet their needs by anticipating customer requirements and address those requirements.
· Encourage and facilitate the provision of customer forecasts and coordinate those forecasts internal to Bell.
· Interface with service sites, Commercial Regional Sales Managers and customers to define customer requirements as required.
· Support contractual terms ensuring the CAP customer adheres to agreement for items such as, but not limited to, payment terms, core returns requirements and providing monthly required data (i.e. component times, flight hours for billing).
Additional Warranty Responsibilities:
· Supporting as back-up for the THX-Program warranty process.
· Direct responsibility for managing programs/commercial customer contracts with nonstandard warranty terms.
· Denying or approving claims and obtaining management approval for exceptions.
Educational Requirements:
· 4 Year Degree in Business/Engineering or related field or equivalent experience. Other degree may be considered when combined with relevant experience.
Position Requirements/Skills:
· Minimum of five (5) years Aerospace experience or similar industry; familiar and knowledgeable about aircraft maintenance, repair and overall of equipment or systems. May also include support or operations.
· Demonstrated customer support experience, technical or business, in which a sense of trust and relationship building is a must with the ability to be customer focused while meeting strategic objectives.
· Ability to think outside the standard way of thinking to create well-balanced, compliant solutions for the customer and Bell.
· Due to customer service position, may have the necessity to accept after hours phone calls to support.
· Demonstrated ability to effectively interface at all levels of the customer chain of command.
· Ability to anticipate and skillfully manage through challenges and have crucial conversations internally within Bell and with customer.
· Strong communication skills with proven negotiation skills.
· Strong analytical skills, highly detail oriented, self-motivated and results driven.
· Ability to multi-task, manage projects and is a problem solver.
· Working knowledge of SAP (ECC and C4C)
· Working proficiency with Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
Travel: May be required and will depend on needs of the customer and Bell.
Preferred Experience and Certifications:
· A & P License.
· Working knowledge of SAP - C4C
· Familiarity with Bell's commercial customer base and products.
Position is located in Singapore office.
Contract Duration: Two (2) years + one (1) year option to renew subject to business needs
