Customer Service Manager, Aftermarket Service

About RH Aero Systems: RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, For further details visit RHAero.com. We take great pride in our Values and embody them in everything we do professionally. Reliable: We consistently deliver outstanding quality and performance. Our reliability builds trust and long last partnerships. You can count on us every step pf the way! Ready: We are always prepared, flexible and within reach – ready to act when it matters most. Relentless: We are determined to pursue our goals with unwavering passion, resilience, and the will to overcome any challenge. Job Summary: P r o v i d e p r i m ar y / k ey p o i n t o f c o n tact ( P O C ) s u pp o rt f o r assi g n ed p r o du ct s , cust o m er s , a n d reg i o n s in c o o p er a ti o n with the R e g i o n al C u s t o m er M a n a g er ( RC M ). P r o v i d e a l e v el o f su p p o rt a n d ser v i c e which ens u r e s t h e o p t i m u m cu s t o m e r e xper i ence. C o ndu ct bu si n ess acti v it i es s o a s t o be t h e vo ice o f t h e c u s t o m er Key Responsibilities: Build and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and interanal pressure around performance (quoting, quality and delivery) to drive long term partnership value and mutual success. Act as the OEM customer’s voice within RH Aero, leading cross-functional collaboration to proactively identify and resolve issues affecting license performance, order fulfillment, and customer satisfaction. Leverage customer feedback, performance data, and internal metrics to identify trends, propose improvements, and capitalize on operational and service opportunities that drive customer value. P er f o r m as p r i m a r y p o i n t o f c o n t a ct ( P O C ) t o t h e OEM cus t o m er f r o m in i tial quote request t o p r o du ct sh ip m ent for new and service activities Va l i d ate t h at P u rc h a s e Or d ers / C o n tra c ts m e et the ag r e e d u p o n T e r m s & C o nd it i o n s W o rk w ith Sales Operations T e a m t o e n su r e t h e ti m e l y pr o ce s si n g o f cu s t o m er o r d ers a n d w o rk with S o u rci ng , Q u al i t y , E ng i n e e ri ng , and Afte r m a r k e t Ser v i c es t o su p p o rt t h e t i m e ly re s o l u t i o n o f p r o b le m s / iss u es r elat e d to p r o du ct d esign an d /o r m a n u facture P r o v i d e o r d er s t atus u pd a t es t o c u s t o m e r s as r eq u ir e d Res e a r ch a n d c o rre c t reg u l ar, a d v a n c ed, and l o n g - s t a nd i n g c u st o m er c o n c erns C o lle c t cus t o m er f e ed b a c k a n d m a k e p r o ce s s c h a ng es to e x c e e d c u s t o m er sa t isf a cti o n g o als C o m p lete special pro j ec t s b y usi n g e ff e cti v e d e cisi o n m aki ng , c ritical th in ki n g and t i m e m a n a g e m ent s k ills M ai n tain E R P s y s te m ( Ep i c o r) with cur r ent o r d er / sh ip m ent r e la t ed i n f o r m at i o n specific to the OEM and its associated site locations Be a v ai l a b le t o tra v el t o OEM corporate and site l o c ati o n s to build relationships face to face; 10-15% travel time expected per year.