• Supervisor of Repair Station Customer Service

    Location US-CT-West Hartford
    Posted Date 3 weeks ago(3 weeks ago)
    Requisition Number
    # of Positions Remaining
    Position Type
    Full time
    Experience (Years)
    Business Development - All
    Security Clearance Required?
  • Overview

     Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.

    Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage. 


    Our location in West Hartford, CT is currently recruiting for a Supervisor, Contracts Customer Care which reports directly to the Director of Contracts Administration. As the Supervisor, Contracts Customer Care for the Repairs group you will manage a team of Contract Administrators who are the main points of contact responsible for assisting Triumph Customers with getting their units processed through Triumph's Repair Station expeditiously.


    • Ensures contract administration team conducts all business in compliance with Company policies and procedures, applicable laws, regulations and customer requirements
    • Ensures all data is entered into the material requirements planning (MRP) system accurately and expeditiously by the team for optimal and compliant management of all customer units
    • Manages progress of customer owned units through the repair station cycle, from warranty adjudication, preliminary quoting, sales order entry, identifying service bulletins needed, obtaining funded customer purchase orders to perform the final determined repair work scope, and securing payment for services rendered
    • Responds and manages AOG (Aircraft on Ground) requests from customers
    • Drives continuous improvement initiatives to streamline processes to optimize customer service levels
    • Works to ensure contractual turnaround times are met and reports turn times internally and externally as required
    • Responsible for reporting department resultant metrics
    • Trains, develops and manages the team using Triumph’s performance evaluation system
    • Provides guidance regarding contract disputes and responds to customer complaints
    • Ensures department operates in a manner that efficiently and adequately supports meeting and exceeding customer needs and company objectives


    • Bachelor’s Degree in Engineering, Business or related field.
    • 5+ years of related experience within a technical customer service and/or contracts administration function.
    • Previous leadership experience required.
    • Ability to manage a team that needs to meet daily critical deadlines in a fast-paced environment.
    • Proven ability to provide excellent customer service levels to both internal and external customers.
    • Proficient with MS Office (Outlook, Word, Excel, PowerPoint).
    • Knowledge of Import and Export regulations, ITAR / EASA, a plus
    • Experience using MRP/ERP systems a must.

    Desired Skills, Knowledge & Abilities:

    • Preferred experience in aerospace, AS9100 Quality Systems and FAA regulations
    • Prior administration experience over direct US Government Contracts


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