Tasks

• Analyze market developments and customer demand to provide short- and mid-term volume forecasts. Support the OP/SP process by assessing available volume and translating demand forecasts into operational requirements.
• Drive the standardization and harmonization of MTU-wide internal processes, guidelines, and forms related to customer support processes.
•  Support the development and implementation of IT improvements and digital solutions related to customer support processes and interfaces.
•  Monitor gross profit, profitability, and business performance at customer and contract level. Develop, implement, and track actions to optimize financial results, while providing regular reporting on performance, trends, and strategic direction.
• Ensure effective cost, risk, and performance management through continuous monitoring and implementation of corrective actions.
•  Manage contract execution and change processes, including internal and external claims management, commercial negotiations, and contractual issue resolution.
•  Assume full P&L ownership for assigned customer accounts and contracts. Identify, define, and drive actions and projects to improve profitability and long-term business performance.
•  Secure optimal workload distribution across all MTU facilities within the MTU Repair network. Monitor incoming volume and portfolio developments, provide transparency through reporting, and initiate appropriate actions with relevant stakeholders.
• Translate customer-specific contractual requirements into operational and technical requirements for shop execution.
•  Manage licensing-related activities and ensure compliance with applicable contractual and regulatory requirements.
•  Review Voice of Customer (VOC) feedback, initiate required improvement actions, and monitor implementation progress. Communicate status and results to customers when required.
•  Serve as the primary customer interface and relationship manager, fostering long-term customer partnerships. Prepare, coordinate, and facilitate customer visits, reviews, and business meetings.
•  Drive the standardization and continuous improvement of customer support processes and procedures.
•  Support cross-functional projects at customer support interfaces and act as the focal point for shop-related improvement initiatives aimed at enhancing customer satisfaction and VOC performance.
•  Act as subject matter expert and Product Owner for customer support-related IT projects, ensuring business requirements are accurately translated into system solutions.
•  Own the complete program lifecycle, including monitoring KPIs, managing contractual scope, ensuring fulfillment of commercial commitments, and steering all lifecycle phases.
•  Act as focal point for portfolio discussions related to capability planning and volume allocation. Support bid and proposal activities, identify business opportunities, and contribute to service scope expansion.
•  Coordinate with other functions regarding capabilities, capacity planning, future demand, new contracts, and business opportunities.
•  Establish and monitor account-specific KPIs, ensuring transparency of performance and timely escalation of critical issues.
•  Lead cross-functional stakeholder alignment across Operations, Engineering, Supply Chain, Finance, and Customer Support to ensure successful delivery of contractual commitments.
•  Manage customer escalations and critical business issues, ensuring timely resolution and effective communication with internal and external stakeholders.
•  Identify growth opportunities within existing customer accounts and support the development of long-term account strategies.

Requirements

•  University degree in Engineering, Business Administration, Economics, or a comparable technical or commercial discipline.
•  Strong understanding of aviation maintenance, repair, and overhaul (MRO) business processes and customer support activities.
•  Good knowledge of IT applications and business systems, particularly MS Office and SAP.
•  Strong moderation, facilitation, and presentation skills.
•  Excellent communication and interpersonal skills with the ability to engage effectively at all organizational levels.
•  Solid project management knowledge and experience in leading cross-functional initiatives.
•  Initial experience in leading or coordinating interdisciplinary teams and stakeholder groups.
•  Proven sufficient experience in customer communication customer service, customer account management, or commercial program management.
•  Strong strategic and entrepreneurial mindset with a focus on business performance and customer satisfaction.
•  Ability to understand end-to-end business processes and assess their impact on customers, operations, and financial results.
•  Strong analytical skills with the ability to interpret KPIs, financial data, and business trends.
•  High degree of accountability, problem-solving capability, and decision-making competence.
•  Experience in contract management, commercial negotiations, and claim management is advantageous.
•  Ability to work in an international and matrix organization.
•  English language proficiency at minimum B2 level; additional language skills are advantageous. 

Our Offer

• Annual performance bonus
• Private health insurance
• Company canteen
• MTU Gym at location
• MTU Kindergarten at location
• Extensive training opportunities and development programs

Ready to give your career a boost? 

Become a part of the MTU family and join our team in Serbia! Send us your complete application using our online application form, which you can access directly from this page. Your application will be carefully reviewed by our HR team, but only shortlisted candidates will be contacted. Please note that by submitting your application, you consent to the processing of all personal data you have provided for the purpose of the selection process in our company.