at Summit Aviation, Inc. in Middletown, Delaware, United States
SUMMIT AVIATION, INC.
POSITION DESCRIPTION AND SPECIFICATION
POSITION TITLE: Program Manager DATE: November 2023
FLSA STATUS: Exempt DEPT: General Aviation
POSITION SUMMARY: The Program Manager reports to the Director of Contracts and is responsible for planning and scheduling of completion/refurb efforts for Aircraft Services division; ensuring that Work Order Management process and procedures are followed in accordance with established policies; customer communication in regards to schedule and cost of assigned projects; operates in compliance with company safety practices; and performs other duties as assigned.
JOB DUTIES AND RESPONSIBILITIES
Responsible for being the liaison with existing customers during planning and execution phases through aircraft arrival.
Maintains a high level of customer service by responding quickly to customer questions and quote inquiries.
Communicates effectively and proactively with Sales to ensure labor resources are available for required work. Proactively collaborates with employees as needed when challenges arise.
Meets and greets customers when they deliver aircraft for services; provide tours, and utilizes time to get to know operator in person and potentially upsell.
Acts as liaison between Sales Department and Operations departments to rectify customer issues.
Handles paperwork in a timely and accurate manner (expense reports, quote requests, reports, etc. and summarizes quarterly results in agreed-upon measured areas for coaching discussions with the Director.
Supports customer satisfaction feedback collection efforts and post departure open item resolutions as applicable.
Responsible for ensuring on time delivery of assigned projects.
Works with Production, Parts department, vendors and department heads to ensure timely coordination of all aspects of assigned projects
Responsible for being the main point of contact for assigned customers providing timely information regarding assigned projects.
Must be able to work flexible hours to accommodate arrivals and departures of assigned projects.
Provides feedback to department heads regarding process improvement.
Work with Team Lead to monitor labor hours estimate vs actual; if necessary determine reasons a job took more or less hours and communicates to customer.
Maintains a high level of professionalism at all times
Able to travel occasionally.
Operates in compliance with company safety practices: complies with and aids in the development of departmental safety rules; ensures all equipment is in good working order and operates in a safe manner; monitors area for hazards; and maintains a safe and clean work area.
Performs other duties as assigned.
SKILLS AND EXPERIENCE
Bachelor’s degree in Business or an aviation-related study strongly preferred or four years equivalent working experience in the aircraft industry.
Project Management Professional Certification required or be able to obtain certification within one year of being in the Project Manager position.
Airframe and Powerplant (A&P) highly preferred.
Five (5) years of aircraft maintenance experience preferred.
Three (3) years of aviation services representation or sales experience preferred.
Must possess a working knowledge of business aviation, maintenance, manufacturers, and marketplace trends.
Strong customer service aptitude.
Possess an ability to work in fast-pace and occasionally stressful environment while maintaining a high degree of flexibility, accuracy, and attention to detail.
Must be able to handle multiple projects simultaneously: possess thorough organization to ensure that all details of each ongoing project are followed through and managed correctly.
Must have MS Office experience including the creation of spreadsheets, quotes/customer letters, databases, and reports (Excel and Word).
Ability to work well with others in different departments, even when challenges arise (schedule, budget, etc.)
Possess a solid understanding of aircraft maintenance, avionics and/or interior and aftermarket upgrades in turboprop aircraft.
Should hold excellent initiative and judgment to make recommendations for improvements in our processes and product offerings. Individual will need to be assertive with vendors, and be able to effectively deal with demanding customers.
Must be willing to undertake new responsibilities as business needs change.
Presents self professionally and courteously with internal and external customers.
Strong communication skills in person, telephone, and in writing.
Displays professional appearance and demeanor at all times.
Ability to work independently and as part of a team.
Good problem solving skills... For full info follow application link.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.