Program Support Manager

MTU Maintenance Canada is the North American member of the MTU Maintenance network of companies, the largest independent provider of commercial engine maintenance services worldwide. Quality, efficiency and innovation are our strengths. You, too, can become part of our dedicated team in Delta, BC as

Program Support Manager

Code: MVRV / 23235

Salary: $100,000.00 to $125,000.00 per year

The Program Support Manager will be the main focal for preparation of proposals / bids, contract negotiation and compliance with contract commitments and commercial risk assessment, including impacts to the team's ability to achieve service, quality and timeliness of objectives.

As the lead of the Sales Support team, he / she also provides commercial guidance to Customer Account Managers to track and manage the revenues, the costs and the profitability of the Business Plan. The incumbent will also Identify and mitigate the risks & opportunities of the contract, impacts on the business plan and ensure associated actions are engaged. The team is the technical and commercial interface between the company and the customer. The Program Support Manager will be responsible for the professional management and support of its customers and contracts and core KPIs externally to the customer and internally to MTU.

Typical duties include representing the customer effectively within MTU, by building and leading a team to drive the customer’s requirements through the organization on time, on budget, on quality, ensuring and improving our customer’s satisfaction while maintaining optimum results for MTU-C and its customers. The Program Support Manager must also have experience in process implementation and transformation/change management. They must also be fluent with current technology and experience with Tableau.

Your Tasks:

Leadership

• With the Sr. Manager Accessory Programs, the Program Support Manager will support the strategic plan for the team as well as;
  • Foster an open, honest and fair working environment for the team - Communication is key
  • Ensure all processes and requirements are clearly documented and understood by the team
  • Positive team environment open to change and feedback
  • Provide leadership, coaching, guidance as required and regular feedback to the team
  • Build relationships within the MTU network

Sales Oriented

• Prepare comprehensive Accessory Service offer that meet complex customer requirements including detailed cost analysis
• Develop effective sales strategies in close cooperation with Sales and Customer Account Management
• Manage strategic sales campaigns across all market areas coordinating of the bidding team monitoring company processes gathering necessary information from specialist departments and the representing customer interests
• Conduct risk and potential analyses in coordination with relevant cross functional departments
• Support sales teams in the negotiation offers and contracts which may involve customer visits
• Drive cross-departmental collaboration to enhance sales expertise and manage strategic initiatives within the sales environment
• Continuously improve and optimize IT tools processes and methodologies within the bidding process
• Support sales activities with existing and new customers, involvement in proposals and contracts for new customers. Compile required tender documentation.
• Manage customer orders and contracts as well as ensure profit and loss analysis.

Shop Visit Related

• Ensure each shop visit follows the shop visit execution process, technical requirements outlined in the Component Maintenance Manual (CMM), commercially and meets the company’s financial goals

Contract Related

• Support customer program reviews
• Monitor all key KPIs and Program health: TAT, budgets/costs, customer satisfaction, quality in accordance with contractual arrangements, customer requirements and MTU requirements.
• Ensure optimized contract management and post shop visit analysis
• Optimize the financial result in accordance to MTU guidelines.
• Responsible for coordination of on-call service and AOG support.
• Initiate customer complaint management and voice of the customer actions as required
• Ensure that after each shop visit the organization evaluates the activities and processes with a focus for continuous improvement
• Ensure that effective customer set-up is achieved and that the customer requirements and budgets are effectively communicated to Operations and implemented prior to the shop visit.
• Build both strong internal and external customer relationships based on trust and reliability

Our Requirements:

• Minimum Bachelor/University degree in a Business related area of Customer Support, Accounting or Finance
• Minimum 5-7 years of experience in customer support, accounting or finance in an aviation environment.
• Intermediate knowledge of SAP or similar ERP Customer Support specific functions/transactions.
• Advanced knowledge of practices and regulations as well as aviation specific requirements in respect to Maintenance Repair and Overhaul Operations.
• Intermediate knowledge of export control and compliance
• Proficiency with Microsoft Operation System, Windows System, and all MS Office programs.
• Advanced negotiation and 'closing' skills.
• Advanced ability to read about and understand technically complex issues.
• Strong verbal and written communication skills
• Excellent customer service-oriented thinking
• Advanced ability to think analytically and in a business-like manner
• Travel is required for this role

We Offer:

• Generous relocation package available to eligible candidates
• We offer great benefits from your first day (no waiting period)
• 100% match company pension
• Extended Medical and Dental Programs
• Disability Insurance
• Employee and Family Assistance Program
• Life Insurance
• Vision Care and Rx Safety Vision Program
• Free On-site Parking

Go to our website, to learn more about us. After your application is received, hiring managers will review for potential next steps.

MTU supports diversity in the workplace, and encourages applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.

This position may require access to export-controlled goods and technology. As a condition of employment, candidates must be able to comply with all applicable export control laws, including the Canadian Controlled Goods Program. Candidates may be required to provide relevant information and documentation for the purpose of confirming their ability to access and handle export-controlled goods and technology.

MTU Maintenance Canada does not use Artificial Intelligence (AI) to review and/or screen candidates.