Aftermarket Customer Service Manager

Job Description
We are seeking an experienced Customer Service Manager (CSM) to join our Aftermarket Service Center team in Fort Wayne, Indiana. As a CSM, you will serve as the primary interface for customer support and services, managing assigned customer accounts and providing big-picture solutions to ensure customer satisfaction. This role is a hybrid work format (onsite and remote) which requires a unique blend of technical, business, and interpersonal skills to drive customer relationships, sales growth, and continuous improvement.
Key Responsibilities:

• Manage and maintain positive relationships with customers, providing support and services for engine systems, flight controls, cabin management systems, and air transport repairs.
• Act as a spokesperson for delivery status of repairs and/or spare parts, ensuring timely and transparent communication.
• Analyze customer problems and provide recommended solutions, leveraging resources and expertise across internal teams (Operations, Quality, Engineering, and Supply Chain).
• Develop and propose work scopes and provisioning levels to meet customer needs.
• Collaborate with internal teams to facilitate spare parts sales, exchanges, trade-ins, and loans.
• Drive sales and business growth through the development of Sales and Business Growth Plans.
• Facilitate financial collections, including quote inquiries, invoice discrepancies, and prompt resolutions.
• Provide emergency support for off-schedule requirements, such as AOG (Aircraft on Ground) support.
• Manage multiple tasks and prioritize activities to drive continuous improvement projects.

Required Education, Experience, & Skills

• Excellent communication and interpersonal skills, with ability to develop and maintain positive relationships with customers.
• Strong analytical and problem-solving skills, with ability to manage resources and resolve customer problems.
• Experience in developing Sales and Business Growth Plans.
• Facilitation skills for financial collections, including quote inquiries and invoice discrepancies.
• Ability to work effectively with customers worldwide, with high cultural intelligence and adaptability.
• Strong time management skills, with ability to coordinate multiple tasks and drive continuous improvement projects.

Preferred Education, Experience, & Skills

• Previous experience with government contracting agencies or Airline/MRO procurement.
• Technical understanding of electronic components and BAE Systems product applications.
• Experience with military contracts or commercial airline procurement.
• Engineering or Technical Degree preferred.
• Previous experience in Aftermarket Repair Stations, with knowledge of component manufacturing manuals and Military and Aerospace/FAA standards.

Pay Information
Full-Time Salary Range: $64935 - $110390
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems Electronic Systems
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference. Electronic Systems (ES) is the global innovator behind BAE Systems' game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere - from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact - for our customers and the communities we serve.
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.