Customer Support Manager, North America

Roles and Responsibilities

* Responsible for management of all strategic customers in North America, South America, Latin America,

Japan, and certain European accounts.

* Manage Customer Support Supervisors and their direct reports, meet with Customer Support Supervisors to

review employee and department issues, conduct Employee Performance Reviews and Goal Setting.

* Business Process owner for Howmet Business Systems relating to Customer Support.

* Coordinate with Site Quality and handle Audits at all sites - BSI, AS9100, etc.

* Update and approve all Customer Support Procedures and Work Instructions.

* Responsible for all ASAT requirements pertaining to Customer Support to ensure that the testing is

completed, as required, as well as for all requests received from sites.

* Approve all new customers account creations, approve Credits issued to customers, coordinate with

Howmet Credit Department on past due invoices and resolve issues.

* Oversee process for: Intermediary Process, Quote & Order entry turnaround, IMEX Requirements, Maintain

Resale Tax certificates for U.S. Customers, Maintain Authorized Distributor Matrix, Maintain files/records of

LTA'S/Contracts.

* Coordinate with Site Management on-site requests for reschedules and handle elevation of delivery issues,

customer complaints or line stoppages.

* Review pending/unprocessed orders weekly, approve all customer cancellation requests.

* Audit Customer Support quote approvals, update Skills Matrix, manage team Career Progression.

* Review and coordinate all incoming customer forms requiring Management approvals.

* Maintain and update customer Certification and Fee Charges matrix.

* Attend monthly Business Reviews to support the Howmet Manufacturing sites. * Participate in customer calls & meetings and visit customers periodically as needed and as required by Commercial Leadership. * Comply with ITAR and IMEX requirements in all areas of accountability. * Ensure that all work activities are performed in accordance with established safety and environmental standards. * Maintain full compliance with Company policies and procedures and conduct all activities in accordance with the Howmet Code of Conduct. * Perform all other duties as assigned and requested.

Qualifications and Education Requirements

Education: * Bachelor's degree from an accredited University or College required.

Basic Qualifications:

* Employee must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

* This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Preferred Qualifications:

* Prior experience in Customer Support Management and Business Analysis is preferred. Strong Aerospace Industry knowledge and experience desired.

Skills

Basic skills:

* Strong written and verbal communication skills for interacting with various stakeholders.

* Advanced mathematical and statistical analysis skills with ability to analyze data and performance trends.

* Advanced level of Microsoft Office Suite of Applications, especially Excel and PowerPoint.

* Able to proficiently prepare professional presentations using PowerPoint.

* Ability to function independently, take general directions and implement and execute a plan of action.

* Comfortable functioning well in a high-paced environment under tight deadlines and balancing multiple competing priorities.

* Comfortable presenting and participating in discussions within a high-level executive environment.

Preferred Skills:

* Understanding of accounting principles, profit, loss, standard costing, direct variable costing, cash flow, net present value analysis.

* Technical proficiency in use of Power BI tools to create meaningful dashboards and reporting tools.

* Project Management experience in managing and overseeing multiple projects at a time.

Additional Notes

This role is crucial for ensuring that the team is provided with the essential data and analysis needed to competitively price and effectively market our aerospace fastening systems to meet both customer and business needs, contributing to the overall success of our products and meet the needs of the industry.