Company name: MTU Maintenance Canada Ltd.

Business Address: 4300 80th Street, Delta, BC V4K 3N3

Job type: Permanent, Full-time

Work Location: Delta, BC

Language of Work: English

The Manager, V2500 Engine Program is the leader responsible to ensure that the Customer Account Managers have the tools, knowledge and processes to execute best in class customer service. The team needs to ensure the primary liaison between the External Sales department (if applicable), Customers, the Engine Programs network, the Customer Account department, and internal production/logistics teams.

Key responsibilities include facilitating professional customer communication and hosting and managing the assigned contracts. The manager needs to ensure that the team is set-up to professionally prepare the customer setups, oversee shop visit preparation and pre-WRB activities, including the collection and validation of all required customer documentation. The role also has responsibility to set standards in preparing and reviewing internal/external cost estimates, tracking shop visit expenses, and facilitating coordination with engineering, material supply chain, and production managers to ensure seamless collaboration.

Additionally, the Manager is responsible for overseeing module or engine shop visits, maintaining visibility over work orders to meet customer requirements and satisfaction, and providing backup support for Customer Account Management (CAM) functions. The role includes invoice preparation and review, ensuring accuracy in financial transactions and achieving the required profitability goals.

Strong customer communication skills and the ability to support new business opportunities are essential. Furthermore, the Manager, Engine Programs acts as the Deputy to the Director, Engine Programs and assumes the Director’s responsibilities in his/her absence.

Leadership

• Build relationships within the MTU network
• Foster an open, honest and fair working environment for the team internally and across location
• Ensure all processes and requirements are clearly documented and understood by the team
• Create positive team environment open to change and feedback
• Provide leadership, coaching, guidance as required and regular feedback to the team

Programs Related

• Supporting bid management activities jointly with the Engine Programs responsible across location
• Liaison with Engineering, Production, Material Supply Chain and other MTU locations
• Reviewing proposals, negotiation support, and business case inputs and support
• Preparation of cross-functional contract and business reviews (internally and externally)
• Responsible to ensure engine allocation as per Operation Plan and planned as per agreed forecast

Shop Visit Related

• Ensure each shop visit follows in accordance with the shop visit execution process, technically, commercially and financially

Contract Related

• Ensure optimized contract management and post shop visit analysis
• Optimize the financial result in accordance with 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 (SV) the organization understands and action results for the next SV
• 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

Other:

• Ensure appropriate communication with external and internal customers
• Represent the customer effectively within MTU and possess and understanding of customer requirements and perspective
• Bachelor/University degree in Mechanical or Aerospace Engineering. Masters preferred.
• 3-4 years of experience in a customer support role in an aviation environment
• Advanced knowledge of aero engines and its characteristics and specifics
• Knowledge of the V2500 engine
• 2+ years of people leadership experience
• Intermediate knowledge of SAP customer support specific functions/transactions
• Intermediate knowledge of Microsoft Operation System Windows
• Intermediate knowledge of MS Office
• Preferable second language depending on customer requirements

Perks:

• 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