Manager II, Customer Support

Manager II, Customer Support

Location : Clemmons, NC, US, 27012

Business Unit : Systems and Support

Function : Business Development

TRIUMPH designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, TRIUMPH is committed to quality, service and meeting the specialized needs of each customer.

TRIUMPH participates at all levels of the aerospace supply chain from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage.

We are rapidly growing and looking for people who feel rewarded by innovation, career growth, and making an impact all while working with state-of-the-art equipment on cutting-edge projects. If you're ready to be challenged, inspired, and supported as you pursue your professional best, we hope you'll explore a future with TRIUMPH.

Responsibilities

Position Profile : OEM Customer Support Manager Triumph Title : Customer Support Manager II

Job Summary Responsible for customer communication, relationships, and account transactional management for OEM production programs. Serves as the primary link between the customer and the Product Line Manager to ensure communication of status and potential problem areas while advising on how to mitigate those concerns.

Major Accountabilities 1. Is the primary point of contact with customers, acts as voice of the customer within the organization. 2. Manages relationships with the customer base, fostering an environment where complex problems are solved in a manner that instills trust and respect for all parties. 3. Responsible for establishing and maintaining contractual adherence & commercial relationships with customers. Communicates and drives requirement adherence within the organization. 4. Accountable for quality and delivery as it relates to assigned customer base and agreed to production purchase orders. 5. Assists in developing shop priorities based on customer requirements by effectively coordinating with the planning department. 6. Tracks, monitors, and reports program performance using account management tools. 7. Develops and executes an effective strategic plan to manage customer relationships 8. Responsible for accurately identifying customer demand for long-term forecasting and SIOP business planning. 9. Responsible for executing ERP transactional activity (order entry, generation of packing slips, etc.) for assigned customers. 10. Furnishes advice, counsel, and general staff support to all departments in relation to program management. 11. Contributes to team effort by maintaining a positive outlook. 12. Complies with all company policies and procedures, including safety requirements. 13. Other duties, as assigned, to ensure customer needs are met.

Qualifications

Physical Limitations : Work may require sitting and / or standing for up to 8 hours per day, writing, and occasional business travel.

Minimum Education Required : Bachelor's degree in business, marking, engineering. PMP certification a plus.

Minimum Years of Experience Required : 5-7 years working in a customer facing role with understanding of ERP transactional process in a production environment.

Key Knowledge, Skills and Abilities Required :

Can meet ITAR requirements Strong Business / Contracts Acumen Professionalism in dealing with adverse situations Communication skills Verbal, Written, PowerPoint Data skills Excel Data analytics, MS Project, etc. Motivating / Developing employees Excellent Communication / Presentation skills Self-direction Microsoft Office Products ERP systems understanding Ability to read and write English

Our Vision

As one team, we enable the safety and prosperity of the world.

Our Mission

We partner with our Customers to TRIUMPH over their hardest aerospace, defense, and industrial challenges to deliver value to our stakeholders.

Our Values

Integrity Do the right thing for our stakeholders. We value safety, diversity, and respect.

Teamwork Win as One team-one company. Solicit help and assist others.

Continuous Improvement Pursue zero defect quality. Attack problems and relentlessly raise the bar.

Innovation Passion for growing the business. Lead through ingenuity and entrepreneurship.

Act with Velocity Partner, anticipate and communicate. Proactively solve problems.

Code of Conduct

To perform the job successfully, an individual should demonstrate the TRIUMPH behaviors captured within our core values : Integrity, Teamwork, Continuous Improvement, Innovation, and Act with Velocity. Detailed definitions are below and performance metrics for each behavior can be found on our intranet and is embedded within our Performance Management processes. All employees are expected to represent the values and maintain the standards contained in TRIUMPH's Code of Conduct.

Environmental, Health, and Safety (EHS)

Employees are responsible for the Health, Safety, and Welfare of themselves, the environment, and other people. All employees must comply with EHS policy training and instructions, help to maintain a safe and clean working environment, and use any Personal Protective Equipment (PPE) provided by the Company. Employees must report any accidents, incidents, and near misses to management. Additionally, employees are expected to notify management of any dangerous or potentially dangerous situations or practices.

Additional Information

Triumph is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

SELECT US positions require access to technology, materials, software or hardware that is controlled by US export laws including the International Traffic in Arms Regulations ("ITAR") and the Export administration Regulations ("EAR"). In order to be eligible for applicable positions, you must be a US Person under ITAR or eligible for approval for a U.S. Government export license. A US Person is a US Citizen, Lawful Permanent Resident, refugee or asylee. All inquires related to citizenship are asked solely to comply with ITAR and EAR export licensing requirements.

U.S. applicants must be legally authorized to work in the United States without company sponsorship.

Please contact us if you require assistance in applying for TRIUMPH and we will provide reasonable accommodations via HRDepartment@triumphgroup.com.