The MRO General Manager is responsible for managing all aspects of the Maintenance operation to include the successful implementation of maintenance work order projects and managing department resources to meet safety, legal and profit objectives.
The MRO General Manager will function as the primary face of [Company]related to its service offerings and must be an exceptional relationship builder with the drive to provide world-class customer service. The General Manager is the external representative of our company to our target market in General Aviation, including owners/operators of piston and turboprop aircraft.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Plan, direct, and coordinate the activities of the maintenance department to ensure organization meets key financial targets.
Assist customers in developing the appropriate work-scope and directs team members to ensure the successful completion of projects, i.e., meeting customer expectations.
Maintains full P&L responsibility for Operation.
Hire, train, and develop technician staff.
Overall responsibility for the facility, ensuring that it conforms to Corporate SMS (Safety Management Systems) requirements.
Responsible for ensuring that all required FAA documentation is generated and that department adheres to policies and procedures set forth in FAA Certificated Repair Station manual.
Needs to be cognizant of and have the ability to maximize the “cash cycle”, i.e., sales order to invoice payment.
Interface with Marketing organization to drive high-value solutions, leveraging the Cutter portfolio. Assist in development of marketing / advertising plan designed to achieve maximum market penetration.
Accountable for ensuring that the 3 key customer satisfaction objectives are met: “On-Time”, “On-Budget”, and “Completed Right the First Time.”
Work effectively with other corporate organizations, to include, Accounting, and Warranty Departments.
Responsible for generating the annual budget that is aligned with company objectives.
Responsible for ensuring that appropriate work records are properly executed by all personnel.
Responsible for achieving sales, profit, and operating metric objectives for the department.
Establishes and follows Best Practices when scheduling projects and completing project implementations. Nurtures and maintains customer relationships with customers while in-house.
Maintain knowledge of his/her marketplace, awareness of competitors' products and pricing.
Negotiate terms of sales and services with customers.
PHYSICAL REQUIREMENTS:
This work requires the following physical activities.
Occasional lifting up to 50 pounds.
ENVIRONMENTAL CONDITIONS:
Industrial/Hangar environment.
MINIMUM WORK EXPERIENCE REQUIREMENT:
5+ years supervisory or managerial experience in a FBO or aviation service center environment.
Possess proven skills in developing and maintaining customer relationships
Strong customer-centric mindset - ability to translate customer issues & needs into profitable business solutions.
High degree of technical knowledge with respect to FAR’s and aircraft inspection programs.
Knowledge of Pilatus, Piper product lines, preferred
Excellent oral and written communication skills
Ability to work independently and multi-task and prioritize in a fast paced corporate environment
Working Knowledge of MS Excel and Word to be able to effectively conduct internet research
Experience with Continuum Applied Technology, CORRIDOR aviation services software program a plus
OTHER REQUIREMENTS:
Ability to pass a drug screening test
Able to pass a background check
Clean driving record
QUALIFICATIONS/SPECIAL SKILLS AND CERTIFICATIONS:
Results oriented – Proven ability to achieve goals. Follows through and meets deadlines; Strong organizational, multi-tasking and time management skills; Strong problem-solving and analytical skills.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service.
Communication – Oral Communication – speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings. Written Communication – Writes material in clear concise terms.
Leadership – Exhibits confidence in self and to others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others. Displays passion and optimism; Mobilizes others to fulfill the vision; Ability to maintain absolute confidentiality.
Computer – Working knowledge of MS Office Software & be able to conduct internet research
Experience with Continuum Applied Technology, Corridor aviation services software program a plus
Ideal candidate will have the following work styles:
Being pleasant with others on the job and displaying a good-natured, cooperative attitude
Being reliable, responsible, and dependable, and fulfilling obligations.
Attention to detail
Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior even in very difficult situations
Accepting criticism and dealing calmly and effectively with high stress situations being open to change (positive or negative) and to considerable variety in the workplace
A willingness to take on responsibilities and challenges
Being sensitive to others' needs and feelings and being understanding and helpful on the job
Developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done
Persistence in the face of obstacles