Job Description

ATI of HEICO is seeking a Customer Support Manager for an immediate full time direct hire position in Hollywood, FL.

About the Role : The Customer Support Manager position directs and coordinates activities of sales and customer support for an FAA 145 Repair Station.

Responsibilities :

• Participates in developing and implementing objectives for outside and intracompany sales and manages customer support.
• Identifies and pursues new sales opportunities, reviews RFQs, creates quotations, reviews invoices, and negotiates pricing and terms.
• Communicates delivery commitments to customers.
• Participates in budgeting for the organization.
• Develops and maintains training programs for sales and customer support personnel.
• Represents HEICO at industry and trade associations and shows to promote the organization and the product.
• Maintains customer and sales data.
• Responds to customer service issues in a timely manner.
• Creates effective customer service procedures, policies, and standards.
• Develops customer satisfaction goals and coordinates with the team to meet them on a steady basis.
• Implements an effective customer loyalty program.
• Maintains accurate records and documents all customer service activities and discussions.
• Assesses service statistics and prepares detailed reports on findings.
• Hires and trains future customer service Team Members.
• Manages the approved budget of the customer service department.
• Stays informed on the latest industry techniques and methods.
• Creates weekly customer status reports.
• Updates customer portal with requested information.
• Closes work orders and ships parts.
• Participates in weekly Production meetings.

Required :

• EXPERIENCE : 5 years experience with customer support in a machining environment in aerospace, aircraft MRO, or military supply industries required. INDUSTRY EXPERIENCE REQUIRED!
• EDUCATION : Bachelor’s Degree or equivalent combination of education and experience.
• Language : Excellent Communication skills; ability to effectively communicate to various levels within and without the organization. Spanish language is a plus.
• Computer Skills : Intermediate MS Office skills required (Outlook, Word, Excel).
• Organizational Skills : Strong organizational skills, strict attention to details, and ability to multitask and prioritize as necessary, with minimal supervisory direction. Must be flexible in handling multiple tasks. Continuous Improvement Mindset a must.
• Communication : Ability to communicate in a strong and effective manner.
• Interpersonal Skills : Must work well within a team environment and independently.
• Time Management : Must be flexible and able to multi-task in a time-sensitive environment.

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