Technical Support Manager

Company: Champion Aerospace LLC

Job Title: Technical Support Manager - Piston

Department: Marketing

Reports To: Business Unit Manager - Piston and Power

Shift/

Schedule:

Office Hours;
On‑Site Liberty, SC

The Piston Technical Support Manager will primarily provide technical sales and product support for Champions piston products including spark plugs, aircraft magnetos, ignition harnesses, oil filters, and other engine accessories. Technical Support Managers are also responsible for technical customer service, warranty cost reductions, developing and maintaining key customer and authorized repair shop relationships, and contributing to the annual business plan. The TSM will track and communicate customer service metrics such as Turnaround Time, Warranty Trends and Expenses, and others.

Engage with cross functional team members, including engineering, finance and operations to manage customer accounts and product returns. Grow market share for assigned products through elite customer service and contribute to the department meeting or exceeding yearly new business and bookings targets. Achieve maximum profitability and account penetration by effectively selling the value of the companys piston products. Prioritize and manage a large customer base to achieve growth goals.

Maintain excellent customer service and customer satisfaction.

• Work closely with the Business Unit Manager to develop and execute the BU's new business strategy
• Primary contact for customer technical support
• Maintain an understanding of the market, the competitive landscape and market share
• Develop and execute effective strategies to reduce and maintain tight turnaround times for returned products to customers
• Primary point of contact for Authorized Repair Shops
• Work closely with engineering and operations to turn customer feedback into product and process improvements
• Provide monthly sales reports to management that include warranty returns and associated costs.
• Effectively communicate during emails, telephone calls, in-person visits and presentations
• Travel globally as needed supporting airshows and IAs, as well as visiting strategic engine shops and authorized repair shops
• Maintain an organized time and territory plan to effectively visit customers and strategic partners at their facilities
• Deliver trip reports after each visit and prepare pre-trip reports as needed
• Communicate customer needs to management and the BU team, and drive the actions to completion
• Reduce warranty costs Year over Year through data analysis, problem solving and coordinating with the appropriate BU team members to execute improvements.

• Bachelors Degree in Engineering or Business field of study, or at least 7 years of applicable experience
• AandP;
  Private Pilot;
  Commercial Pilot Certificate strongly preferred
• Travel 30% of the time
• Technical Customer Service Experience in General Aviation
• Must be results-orientated and able to work both independently and within a team environment
• Maintain regular office hours in Liberty, SC when not travelling.
• Excellent communication, presentation, writing, and analytical skills
• Excellent MS Office suite capability including solid understanding of Excel
• Ability to manage and prioritize multiple programs to maximize value creation

• Federal Aviation Administration (FAA)
• Federal Acquisition Regulations (FAR)
• International Traffic in Arms Regulations (ITAR)
• Export Administration Regulations (EAR)

The employee is expected to adhere to all company policies.

NOTE:

This job description is not intended to be all-inclusive. Employee may perform other duties assigned to meet the ongoing needs of the organization.

Equal Opportunity Employer