Director, Customer Excellence

Background

This is a newly created position at the new TAT Technologies Charlotte office. The successful candidate is expected to lead a culture change to become an organization known for providing exceptional customer service across our 3 operating companies.

Established in 1969, TAT Technologies (“TAT”) is a fast-growing profitable provider of aerospace thermal management, power and actuation products and repair services.  TAT is a strategic global partner to leading players in the aerospace industry and specializes in providing innovative commercial, defense, OEM and repair/overhaul solutions.  Our experience, flexibility, and commitment to meeting customer’s requirements have positioned us to be a trusted partner to some of the world’s leading aircraft manufacturers, OEM’s, airlines, MRO’s, air forces and defense organizations.  TAT employs more than 600 employees’ worldwide, with facilities in the US and Israel.

Main Responsibilities

• Transform and integrate the customer facing teams creating a mindset of pro-active customer service and account management.  
• Lead to enhanced performance by setting clear accountable performance measures and KPI’s.
• Provide feedback through effective use of personal development plans including coaching & development opportunities.
• Work effectively with all peers within the company - Finance, Sales, Group Account Management, Operations and Supply Chain to negotiate and influence customer centric improvements.
• Act as the Voice of the Customer across the company.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

Key challenges

 Working in an international, multi-cultural, decentralized matrix organization environment.

• Develop and implement infrastructure, databases, and standard operating procedures.
• Create if not reinforce good habits and routines within the team, while firmly acting on undesirable behavior.

Requirements

Professional Experience/ Qualifications

• 5+ years of experience in managing a Customer Service Department at Manager or Director level.
• Strong strategic and customer focus always striving for excellence.
• Experience in building a high-performance team.
• Demonstrate ability to motivate and communicate with others at all levels.
• Able to adapt and succeed in changing culture and behaviors.
• Comfortable working within a decentral matrix organization.
• Must be willing to travel up to 50% of the time.
• The position is based in Charlotte NC, but a hybrid solution can be discussed.

 Critical Personality characteristics for success in the position

 The successful candidate will be a disciplined and self-confident individual that knows what good looks like and has a persistent drive to see efforts through without giving up. The ability to lead teams towards improvement without direct authority by using the power of influence and collaboration should be a natural approach taken by this individual.

Benefits

TAT Technologies is dedicated to providing an inclusive, fun, and unique workplace. We believe in acknowledging and appreciating the value of our team members. One way we value our team is by providing a comprehensive and expansive benefits offering to include Major Medical, Dental, Vision, Life, 401K with company matching, STD, LTD, accidental coverages, EAP, and more.