(Overview of Job)

Reporting to the Director, Material Services, the Manager, Material Services (Dash 1-7 and Aerial Firefighter) will lead a team of Customer Service Representatives, providing 24/7/365 support for the materials and services needs of our global Customer base. This role involves managing staff and activities to meet organizational goals, ensuring profitability and risk management objectives.

Key responsibilities include ensuring the timely and accurate quoting, order booking and fulfillment of parts orders, implementation of innovative ways to improve Customer and Employee communication and managing performance to KPI’s set on ensuring Customer Satisfaction and supporting Service Level Commitments.

The Manager will address significant corporate issues, build strong stakeholder relationships, and identify and mitigate potential risks. Additionally, the role involves leading, coaching, and developing the Material Services team to foster a culture of high performance and continuous improvement.

Key Responsibilities:

• Lead and manage all staff and activities to effectively meet organizational goals, while maintaining and safe and healthy workplace environment.
• Provide global 24/7 support for all AOG requirements.
• Contribute to enhance the Customer experience by improving the quoting, order booking and fulfillment process.
• Lead the monitoring of key performance indicators (KPIs) and service level agreements (SLAs) to assess delivery performance, identifying key issues and areas for improvement.
• Build and maintain strong relationships with key stakeholders, including Customers, Vendors, and internal teams, to foster collaboration and alignment.
• Identify potential risks in Customer relationships and spanet conditions, developing strategies to mitigate them.
• Participate in and present at Customer events e.g. Regional Reviews (global), Operator Conferences and Customer program reviews.
• Lead, coach, mentor, and develop the Material Services team, promoting a culture of high performance and continuous improvement.

 Qualifications:

• University degree in Business or related field, combined with ten years’ experience in the aerospace industry.
• Proven experience in Customer Service and Management.
• Proven record of successful interaction with aircraft operators & customers as well as partners and suppliers.
• Strong leadership and team development skills.
• Exceptional communication and stakeholder management abilities.
• Experience in risk management and procurement strategies.
• Strong understanding of aviation regulatory standards (TCCA, FAA, EASA) and aircraft certification processes.
• Strong leadership, problem-solving, and decision-making skills.

Skills:

• Familiarity with DHC Aircraft related products and services.
• Experience in lean manufacturing and continuous improvement methodologies.
• Team oriented and work well in a collaborative environment.
• Proficient in the use of MS Excel, Word, PowerPoint.
• Demonstrated ability to communicate effectively both orally and in writing.
• Demonstrated interpersonal skills and ability to build relationships and work effectively with people at all organizational levels.
• Capability to maintain steady control and calm when facing challenges.
• Ability to learn complex processes and to comply with them.
• Critical thinker with the ability to navigate complex situations. 
• Ability to connect concepts to tactical execution.
• Willingness to hold individuals accountable inside and outside the organization and Metrics-focused.