Job Description Summary

The Customer Experience Manager will provide customer Service Project Management communication planning and coordinating of activities associated with the repair services of Gas Turbine engines and modules. This role will support the execution of the repair plan and will be responsible for project management of the engine through the repair cycle to ensure on time delivery with quality and budget in mind.
They will be responsible for providing excellent and timely communication of the status of the repair and will host customers on site to ensure there is a well planned and executed customer visit. This role will be the main point of contact for the channels and the end customer for all activities performed in the course of the repair.

Job Description

Essential Functions:

• Key point of contact for all interactions with the channels and the end customers for the Jport service center.
• Responsible for all communications and interactions related to the repair of customers engines and modules.
• Coordinate with all the shop functions to understand the status of the engine repairs and highlight where help is needed to keep the engine on schedule and on budget.
• Walk the shop each day to understand the details of what is happening on their assigned engines.
• Create detailed level status reports highlighting the schedule the critical path and risks to the planned schedule.
• Host weekly calls to update channels on the details of their jobs.
• Work with Baker Hughes and GE Vernova channels to understand their required engines for each quarter.
• Plan for and host customer visits to make sure we have all the information and material ready for their review.
• Ensure we have an efficient visit that meets the customers needs.
• Manage the customer visits to make sure we are providing proper hospitality. This means making sure we greet them at the gate we have dedicated time to spend with them and we have refreshments available and we keep our customer meeting rooms cleaned and organized.
• Lead or participate in induction hand over meetings to ensure all the customer workscope requirements are documented and understood by the team.
• Support quality investigations and follow through to ensure CAPA are implemented and resolutions are communicated to customers.
• Lead and Support continuous improvement activities to enhance our systems tools reports and shop activities that will help enhance the performance of our service and our reputation.

Basic Qualifications:

• Bachelors degree from an accredited university or college with at least 2-3 years of experience in Gas Turbine repairs business or related industry or high school diploma / GED with at least 6 years of experience in Gas Turbine repairs business or related industry.
• Strong Excel & Power Point skills with expertise in manipulating data to present in a meaningful way
• Strong interpersonal and communication skills with a proven track record to manage business relationships to achieve desired outcomes.
• Demonstrated ability to lead large projects or Shop Operations leadership experience

Desired Characteristics:

• Experience with gas turbines engines repair processes
• Passionate customer service focused person with the desire to serve.
• Strong oral and written communication skills.
• High-energy self-directed individual with proven ability to execute projects and lead change
• Demonstrated ability to analyze and resolve problems.
• Ability to document plan market and execute programs.
• Established project management and Organizational skills.

About Us: Aero Alliance is a Joint Venture that serves three segments of customers its two parent companies Baker Hughes and GE Vernova as well as the Authorized Service Providers (ASP) network. At Aero Alliance our purpose is to deliver improved product repair & execution strategy & fulfillment with best-in-class quality speed and cost for the JV Partners & ASPs. Our people are the trusted experts relied on to solve challenges big and small. We invest in the health and well-being of our workforce train and reward talent and develop leaders at all levels to bring out the best in each other. We believe in creating an environment of diversity and inclusion without bias. We know we are better when all of our people are developed engaged and able to bring their whole authentic selves to work. We are an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin gender (including pregnancy) sexual orientation gender identity or expression age disability veteran status or any other characteristics protected by law.

Additional Information