Manager, Canadair Customer Service - Jobs in Calgary, AB

Job Description

The OrganizationDe Havilland Aircraft of Canada Ltd. (‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB. DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing and flight training. DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide. Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.ProfileThe primary purpose of the Manager, Canadair Customer Service is:Develop and lead best in class customer service for the worldwide fleet of CL-215, CL-215T, CL-415, CL-415EAF and CL-515 aircraft.Set the standards for service delivery for Viking’s Canadair customer service and technical support teams.Manage the day-to-day operations of the Canadair customer service and technical support staff.Serve as a product knowledge expert on the CL-215, CL-215T, CL-415, CL-415EAF and CL-515 aircraft and the needs of our customers.Establish robust knowledge sharing and develop an interdisciplinary team with the product knowledge necessary to provide world class customer support.Ensure that all direct reports have a special appreciation for the urgent operational nature of aerial firefighting aircraft.Develop and implement strategies to sustain and improve year-on-year revenue and gross margin growthDuties & ResponsibilitiesOrganization and Leadership:Lead and manage the Canadair customer service team to provide Viking’s CL-215, CL-215T, CL-415, CL-415EAF, and CL-515 customers with a best-in-class customer service experienceEstablish an accountable organization through embracing and demonstrating accountable leadership principalsInstill a culture of daily, weekly, and monthly review of performanceEnsure standard work is developed, documented, and trained for all aftermarket sales, and hold individuals accountable for following it.Develop and mentor team members and help them to realize their maximum potentialEstablish a robust knowledge sharing and develop an interdisciplinary team with the product knowledge necessary to provide world class customer supportDevelop Best-in-Class Business:Develop and lead a best-in-class aircraft aftermarket sales and support modelEstablish aftermarket customer service and support capability as a Viking core competence and valueImplement regular two-way communications with customers as part of standard work including monitoring responsiveness and open sales orders and quotations, and develop a deep understanding and appreciation of true Voice of the CustomerEstablish customer intimacy and become our customersBest partner in the provision of aftermarket series, including monitoring inventory availabilityEnsure that all direct and indirect reports supporting the CL-215, CL-215T, CL-415, CL-415EAF and CL-515 fleet continuously improve their product knowledge and understanding of the needs of our customersEnsure that all direct reports have a special appreciation for the urgent operational nature of aerial firefighting aircraftDrive Growth:Use Voice of the Customer understanding to identify new opportunities for Viking to support customers around the worldDevelop and execute strategies to profitably address these opportunitiesDrive consistent year-on-year revenue and margin growth in all aftermarket sales and support activitiesEnsure month-on-month financial targets are met and monitor sales pipeline through book to bill ratios or other industry standardsFinancial performance:Manage the monthly financial performance of the Canadair aftermarketEnsure that revenue and gross margin targets are metMonitor customer arrears and accounts receivables and ensure that customer payments are being brought in on timeLeverage the customer relationship to enhance financial performanceContinuous Improvement:Embrace and lead Viking’s Achieving Excellence program in the provision of aftermarket servicesChampion the implementation and continual improvement of standard work, and strive to identify and drive out waste from all aftermarket activitiesProvide top-down leadership and a rigorous approach to management by metricsDevelop robust scorecards, implement improved customer service metrics, and implement a digital sales platformEducation and Professional QualificationsDegree in Engineering or Business, Technical Diploma in Aerospace or equivalentExperience5 to 10 years of experience working with a De Havilland aircraft maintainer, operator, or manufacturerMinimum 5 years of experience working with a De Havilland aftermarket support organizationMinimum 3 years of experience in a Customer Service or sales roleMinimum 3 years of experience in a Managerial roleDemonstrated ability to manager through KPI’s and financial performancePrivate, Commercial, or Airline Pilot experience is an assetExperience managing and reporting on projects and schedulesSkillsBasic to Intermediate user knowledge of MS Office Suite (MS Word, Excel, and PowerPoint)Exceptional written and oral communication skillsConfident, driven, and dynamic leaderEntrepreneurial mindsetAt De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation and disability, are encouraged to apply.At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply.Quick Apply

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