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**Primary Responsibilities**:- Manages professional level employees that enter customer data into databases; monitors the databases and notes where updates are needed in order to generate reports and statistics on sales and customers in a timely manner.- Oversees and guides employees in the compilation of customer service data and moderately complex analyses that focus on business planning, sales forecasting and product quality measures.- Oversees databases containing information on customer problems and corrective procedures that will be used as resources for customer problem resolution.- Guides employees on the use of computer programs to ensure data are compiled and customer statistics are calculated accurately.- Reviews moderately complex statistical analysis of sales data to assist with sales execution and growth objectives.- Guides employees to develop and review reports regarding sales and customer activities as requested by management and other business leaders.- Performs duties related to overall customer service including post-sales support.- Provides updates and prepares presentations to senior leadership at corporate office when required- Responsibility for entire systems, as well as to lead projects that may span across operational units or functional areas; accountable for budget,staffing, and business/operational results- Delegates work to senior professional or lead contributors within the group; responsible for establishing outsourced relationships- Ensures that employee engagement and development is a top priority- Enable and empower the team to produce results in a rapid moving environment- Conducts process improvement events to ensure an evolving and improved customer experience; responsible for meetingwith and delivering results to the customer, either on-site, or at their facility - travel is required to meet this commitment- Responsible for maintaining positive customer relationships by ensuring visits by the team and associated supports groups to achieve this robust customer experience**Basic Qualifications**:- Bachelor's degree and 8+ years of prior relevant experience; OR an Advanced degree and 5+ years of prior relevant experience- Must have fluent English communication (Bilingual)**Preferred Qualifications**:- Strong understanding of Customer Service value streams notably on engine Maintenance Repair and Overhaul operations- Prior experience in customer support environment is preferred