MTU Maintenance Australia, based in Perth, is the regional contact for On-Site and Field Service MRO solutions for Aero Engines (CF34) and Industrial Gas Turbines (LM2500 and LM6000) in the Asia-Pacific region. As part of the global MTU Maintenance On‑Site Service network, we have been combining technological expertise with in‑depth experience for over a decade to implement individual solutions directly at our customers' sites. Our claim: highest quality, fast availability, efficiency and reliability - supported by modern processes, digital technologies and a dedicated team of specialists.
The Customer Account Manager (all genders) is responsible for the end-to-end management of customer accounts and contracts, ensuring customer satisfaction while achieving business objectives. The role focuses on maintaining strong customer relationships, ensuring order compliance, and driving profitability through effective account and contract management.
Account Management & Customer Support:
* Serve as the primary point of contact for customers, managing all aspects of their accounts.
* Build and maintain strong, long‑term relationships with clients, ensuring satisfaction and loyalty.
* Provide regular updates to customers, including the creation and delivery of 'Weekly Status Reports.'
* Coordinate customer visits and ensure seamless interaction during on‑site visits.
* Oversee the complete lifecycle of customer orders, including engines, modules, and parts.
* Ensure customer requirements are met, including turnaround time (TAT) and on‑time delivery (OTD).
* Manage order workflows internally, coordinating with relevant departments to meet project timelines.
* Monitor ongoing costs for active orders and implement measures for profitability optimisation.
* Respond promptly to customer inquiries and resolve any issues effectively.
* Provide AOG support and participate in on‑call duty rotations as needed.
Contract Management:
* Negotiate and manage contracts with existing customers.
* Prepare detailed cost estimates and proposals to achieve the desired margins.
* Ensure compliance with all contractual obligations, including technical and financial parameters.
* Conduct reviews of completed projects and recommend strategies for future improvements.
* Manage invoicing, payment tracking, and assist in claims resolution in collaboration with the Finance team.
Operational and Financial Oversight:
* Monitor account performance and provide updates on Plan vs. Actual results.
* Support pre‑sales activities, including induction planning and contract valuations.
* Maintain accurate customer data in internal reporting systems and databases.
* Collaborate with the Finance and Controlling teams to optimise financial outcomes for customer accounts.
Qualifications and Requirements:
* Bachelor's degree in business administration, Engineering, or a related field (or equivalent experience).
* Proven experience in account management or customer support, preferably in the aviation or industrial gas turbine industry.
* Strong communication and negotiation skills, with the ability to manage customer relationships effectively.
* Excellent organisational skills with attention to detail and a focus on achieving targets.
* Knowledge of financial processes, including invoicing and margin management.
* Familiarity with the Australian aviation or industrial sector is an advantage.
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