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Customer Experience Manager

Description

We’re more than aviation experts, we’re pioneers. We challenge what’s possible. From breaking the sound barrier to advanced tiltrotor systems. Today, Bell is shaping the future of aviation through specialized engineering. And we want you.

Commercial Business Operations Team

Bring your experience and join the Commercial Business Operations team as a Customer Experience Manager (CEM). You’ll support the Commercial Sales team, representing Bell to customers, and advocating for Bell and our products. You will leverage your skills by developing and managing customer relationships, leading the customer through aircraft completion and the delivery process. You will lead and manage all support functions from firm aircraft orders through delivery of the aircraft, and manage the hand-off to our aftermarket support network.

What you’ll be doing as a Customer Experience Manager

• Maintain communication and work closely with Bell Regional Sales Manager for support through the welcome to Bell process and delivery. Meet aircraft delivery AOP goals within budget and within contracted time. Serve as primary interface between customers and others at Bell i.e. Sales Manager, Contracts, Operations, Programs, and applicable regulatory support departments/agencies guiding the customer from aircraft order firmed through delivery of the aircraft.

• Lead all post-purchase agreement/contracts/amendments configuration and design reviews, delivery activities, customers coordination & support customer needs throughout the process – supported by model Configuration Managers, Completion Center Customizing Design/Engineering, and other Bell stakeholders.

• Evaluate purchase agreement/contracts/amendments and build plan for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery month/year, training, shipping requirements etc. Lead Interior and Exterior Design meeting between the customer and Bell styling team. Manage communications between customer and Bell functional teams to finalize aircraft customizing, documentation and transportation to final delivery location. Schedule training with BTA (Pilot & Mx). Monitor aircraft production pace to meet contractual delivery date.

• Maintain a comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customizing options. Stay informed of State, Federal and International Regulation requirements related to aircraft certification, exportation, licensing, registration taxation, etc.

• Manage the customer’s introduction to the Bell aftermarket support network, regional CSE and aftermarket sales manager. Introduce the Customer Advantage Plan. Maintain a high level of customer satisfaction with excellent NSDR scores and Delivery Experience Survey scores.

• Other duties as assigned.

Qualifications

Skills You Bring To this Role

• Proficiency with Salesforce.

• Polished communication skills.

• Excellent customer service skills.

• Excellent customer facing written and verbal communication skills.

• Ability to work with the regulatory agencies, customers, and cross-functional personnel.

What you need to be successful

• Minimum 7 years of aviation industry experience is required.

• Minimum 3 years of experience required in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership experience in an aircraft operational environment.

• High school diploma or equivalent required.

• Undergraduate Degree in Business, Sales, Engineering, Project Management, Aviation, or related field.

• In lieu of a degree, will consider a combination of education and 3 years of additional work experience related to the role.

Preferred

• Experience managing a customer from initial sales through the acquisition and delivery process

• Demonstrated ability to work effectively and collaboratively in a geographically distributed organization

• Prior sales experience with >$1M luxury items

• Prior rotorcraft industry experience

• A&P License or Pilot license

• Bell product experience

• Project Management experience

• FAA, TCCA, or EASA ratings are a plus

• International business experience

• Foreign language skills

What we offer you in return

• 80 hours of Personal Time Off (PTO)

• 120 hours Vacation time

• 12-13 paid holidays per year

• 6 weeks parental leave

• Tuition reimbursement

• Competitive salary

• Comprehensive health insurance

• On-site Bell Piney Flats fitness center (employees only)

• Access to Employee Resource Groups

• And so much more

It’s time to make your mark on the future of aviation. Join us on this mission, and let’s make history together.

We are on a journey to amplify innovation, cultivate purpose and bridge experiences by fostering a culture that is driven by unique perspectives, voices and values.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR)., Non-U.S. persons selected must meet eligibility requirements for access to export-restricted information. , The ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Applicants selected will be subject to a government security investigation and must meet eligibility requirements, including US Citizenship, for access to classified information.

Preference given to Veterans of the U. S. Armed Forces.

Recruiting Company: Bell Textron Inc.
Primary Location: US-Tennessee-Piney Flats
Job Function: Sales
Schedule: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Shift: First Shift
Travel: Yes, 10 % of the Time
Relocation: Available
Job Posting: 07/24/2024, 2:35:34 PM
Job Number: 326003