Job Description
ATI of HEICO is seeking a Customer Support Manager for an immediate full time direct hire position in Hollywood, FL.
About the Role: The Customer Support Manager position directs and coordinates activities of sales and customer support for an FAA 145 Repair Station.
Responsibilities:
- Participates in developing and implementing objectives for outside and intracompany sales and manages customer support.
- Identifies and pursues new sales opportunities, reviews RFQs, creates quotations, reviews invoices, and negotiates pricing and terms.
- Communicates delivery commitments to customers.
- Participates in budgeting for the organization.
- Develops and maintains training programs for sales and customer support personnel.
- Represents HEICO at industry and trade associations and shows to promote the organization and the product.
- Maintains customer and sales data.
- Responds to customer service issues in a timely manner.
- Creates effective customer service procedures, policies, and standards.
- Develops customer satisfaction goals and coordinates with the team to meet them on a steady basis.
- Implements an effective customer loyalty program.
- Maintains accurate records and documents all customer service activities and discussions.
- Assesses service statistics and prepares detailed reports on findings.
- Hires and trains future customer service Team Members.
- Manages the approved budget of the customer service department.
- Stays informed on the latest industry techniques and methods.
- Creates weekly customer status reports.
- Updates customer portal with requested information.
- Closes work orders and ships parts.
- Participates in weekly Production meetings.
Required:
- EXPERIENCE: 5 years experience with customer support in a machining environment in aerospace, aircraft MRO, or military supply industries required. INDUSTRY EXPERIENCE REQUIRED!
- EDUCATION: Bachelor’s Degree or equivalent combination of education and experience.
- Language: Excellent Communication skills; ability to effectively communicate to various levels within and without the organization. Spanish language is a plus.
- Computer Skills: Intermediate MS Office skills required (Outlook, Word, Excel).
- Organizational Skills: Strong organizational skills, strict attention to details, and ability to multitask and prioritize as necessary, with minimal supervisory direction. Must be flexible in handling multiple tasks. Continuous Improvement Mindset a must.
- Communication: Ability to communicate in a strong and effective manner.
- Interpersonal Skills: Must work well within a team environment and independently.
- Time Management: Must be flexible and able to multi-task in a time-sensitive environment.
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