Customer Experience Manager

• 310327

We are pioneers. We were the first to break the sound barrier and design the first functional jetpack. We were aboard NASA’s first lunar mission and brought advanced tiltrotor systems to market. Today, we are defining the future of on demand mobility. At Bell, we are proud to be an iconic company with superb talent, rapidly creating novel and coveted vertical lift experiences.

JOB SUMMARY:

The Customer Experience Manager (CEM) is a part of Commercial Business Operations. This position will support the commercial sales team, represent Bell to customers, and become an advocate for Bell and our products. In this role, you will develop and manage positive relationships with customers, leading the customer through the aircraft completion and delivery process. You will also lead and manage all support functions from firm aircraft order through delivery of the aircraft and manage the hand off to the aftermarket support network.

JOB RESPONSIBILITIES:

• Maintain communication and work closely with Bell Regional Sales Manager for support through the welcome to Bell process and delivery

• Responsible for meeting aircraft delivery AOP goals within budget and within contracted time

• Serve as primary interface between Customers and Bell i.e. Sales Manager, Contracts, Operations, Programs, and applicable regulatory support departments/agencies guiding the customer from aircraft order firmed through delivery of the aircraft

• Lead all post purchase agreement/contracts/amendments configuration and design reviews, delivery activities, customers coordination & support customer needs throughout the process – supported by model Configuration Managers, Completion Center Customizing Design/Engineering, and other Bell stakeholders

  • Evaluate purchase agreement/contracts/amendments and build plan for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery month/year, training, shipping requirements etc.

  • Lead Interior and Exterior Design meeting between the customer and Bell Styling Team

  • Manage communications between customer and Bell functional teams to finalize aircraft customizing, documentation and transportation to final delivery location

  • Schedule training with BTA (Pilot & Mx)

• Monitor aircraft production pace to meet contractual delivery date

• Responsible for maintaining a comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customizing options

  • Stays informed of State, Federal and International Regulation requirements related to aircraft certification, exportation, licensing, registration taxation, etc.

• Manage the customers introduction to the Bell aftermarket support network, regional CSE and aftermarket sales manager

  • Introduce Customer Advantage Plan

• Maintain a high level of customer satisfaction with excellent NSDR scores and Delivery Experience Survey scores

  
  

Education Requirements:

• Undergraduate Degree in Business, Sales, Engineering, Project Management, Aviation, or related field

Position Requirements:

• At least 7 years of aviation industry experience

• At least 3 years of experience in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership experience in an aircraft operational environment

• Polished communication skills

• Excellent customer service skills

• Excellent Customer facing written and verbal communication skills

• Proficient skills with Salesforce

• Ability to work with the regulatory agencies, customers, and cross-functional personnel

PREFERRED QUALIFICATIONS:

• Experience managing a customer from initial sales through the acquisition and delivery process.

• Demonstrated ability to work effectively and collaboratively in a geographically distributed organization.

• Prior sales experience with >$1M luxury items.

• Prior rotorcraft industry experience.

• Bell product experience

• Project Management experience

• FAA, TCCA, or EASA ratings are a plus

• International business experience

• Foreign language skills

Don’t miss the chance to join a diverse, inclusive environment where you feel a sense of belonging. As a member of our global workforce, you will collaborate with dedicated, enthusiastic teams where unique experiences, backgrounds and ideas combined with a strong passion for our products take us above and beyond flight.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Applicants selected will be subject to a government security investigation and must meet eligibility requirements, including US Citizenship, for access to classified information. This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR)., Non-U.S. persons selected must meet eligibility requirements for access to export-restricted information. , The ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Recruiting Company Bell Textron Inc.

Primary Location US-Tennessee-Piney Flats

Job Field Sales

Schedule Full-time

Job Level Individual Contributor

Shift First Shift

Job Posting 03/23/2023, 9:40:41 AM

Relocation Available

Textron (and its subsidiaries) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer’s Form I-9 to confirm work authorization.