The Customer Projects Manager reports to the General Manager, and is responsible for monitoring schedules, budgets, personnel and quality. The Customer Projects Manager provides the business support to the maintenance operation prior to aircraft arrival; coordinates all customer requirements associated with planned work scope; provides for the single point of contact and maintains constant communication with the customer; ensures all customer issues are addressed through collaboration with operations and provides for the timely and accurate invoicing to the customer for services provided. This position has the potential to dramatically impact customer satisfaction depending on how sensitive issues are handled and resolved.

Job Duties and Responsibilities:

• Interprets and applies contract requirements and special programs. Assures that cost and selling prices are fair, accurate and provide a reasonable profit to the facility.
• Drives the activities needed to meet commitments and monitors hours applied to the work scope to insure alignment with proposal.
• Insures milestones are achieved to insure the work scope remains on track and develops recovery plans when the work scope goes off track.
• Communicates and collaborates with all interfacing departments as necessary to insure the smooth and efficient execution of the work scope as well as manages the Crew Chief.
• Formulates customer feedback and communicates new concepts regarding procedures, facility improvements, processes, and information to insure customer satisfaction objectives are continually met.
• Monitors pricing and pricing policies and provides recommendations for program pricing issues and supports the administration of warranty claims.
• Participates in the pre-arrival, customer arrival briefing and departure debrief meetings.
• Monitors the processing of the aircraft work order to insure accurate and timely invoicing.
• Document/coordinate work arising from debrief and/or the inspection and maintenance of the aircraft.
• Greet aircraft upon arrival on respective shift and maintain the single point of contact for the customer on shift.
• Monitor work in progress and ensure adequate supervision is applied to each work project.
• Assists departments to ensure the aircraft is returned to the customer on time, on budget, free of discrepancies and clean.
• Utilize Siebel to document customer information.