Services Manager, Service Centers

Rolls-Royce
flexible benefit account, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, Georgia, Savannah
Jan 24, 2025
Job Description Services Manager, Service Centers Savannah, GA - Indianapolis, IN - Reston, VA About the role Rolls-Royce is looking for a Key Account Manager (Services Manager) in the United States as part of our global Business Aviation Aircraft Availability Team. This is an exciting opportunity to take ownership of the relationships with our Authorized Service Centers in the Americas, facilitating process integration with Rolls-Royce to enable a seamless one stop shop experience for our customers, and to ensure delivery of high-quality maintenance to our aftermarket programs. This role is vital in securing our revenue stream and protecting the Rolls-Royce brand! About us Business Aviation Services is independently ranked as No.1 in the industry for customer support and serves over 3000 customers with over 4000 aircraft. Our customers are Ultra high Net Worth Individuals (UHNWI) and Corporations. Many lack the infrastructure or expertise to manage and maintain their aircraft engines so they are willing to pay OEMs such as Rolls-Royce premium rates in return for premium levels of service. CorporateCare is our aftermarket program wherein the customer pays Rolls-Royce on a per flight hour basis, to facilitate having engine parts and maintenance available wherever they fly. The ASC network is one way we deliver on that CorporateCare commitment. ASCs are independently owned and operated aircraft service providers which we have hand selected and equipped to maintain our engines. As an extension of Rolls-Royce services, these ASCs carry out on-wing maintenance, including engine removal and installation, and AOG recovery in regions where Rolls-Royce's footprint is limited. Rolls-Royce then compensates the ASC for the work, so the customer never sees a maintenance invoice. The network is currently 85 Service Centers around the world, and with the growth of the fleet it is expected to grow to 90-100 sites. Providing seamless customer experience and avoiding work stoppages is achieved by having contractual agreements in place with our ASCs. As part of our Aircraft Availability Team, this Key Account Manager role is essential to drive ASCs to achieve the KPIs and agreed service levels for excellent customer satisfaction. Innovate & Power the World To ensure we continue to be pioneers of our industry, Rolls-Royce has a team of over 16,500 engineers around the globe. They include everyone from world experts in their field to those who manage hundreds of people and millions of dollars' worth of investments. We recruit engineers at all levels and in a range of disciplines. And while we encourage specialization, we also offer freedom to cross-specialize and develop skills across a number of different areas. At Rolls-Royce, we look beyond tomorrow. We continually pioneer integrated power and propulsion solutions to deliver cleaner, safer, and more competitive power. Rolls-Royce is a Military Friendly Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. You can learn more here. Key Accountabilities: Manage allocated Key Accounts for Aftermarket Maintenance Service Centers, taking ownership of the relationship, including strategy and operational metrics. Facilitate process integration between Service Centers and Rolls-Royce to enable seamless one stop shop experience to drive end customer satisfaction. Manage all technical, commercial, logistical related activity and communication for allocated Service Centers at strategic level and act as escalation point. Drive Service Centers to achieve agreed KPIs & Service Level targets to achieve for excellent customer satisfaction. Provide direction and leadership in support of Service Center readiness for new product introduction. Lead regular contract reviews to ensure adherence to contract, and lead contract renewal negotiations to ensure continuity of business excellence. Provide direction and leadership in support of new services introduction, as well as service partner Service Center input on business forecasts ensure alignment with Rolls-Royce short, medium, and long-term requirements (resource and capabilities). Identify opportunities to sell services and to optimize Life Cycle cost. Role contains considerable travel, including international travel. Basic Requirements: Associate's degree in business administration or engineering with 7+ years' equivalent experience OR Bachelor's degree in business administration or engineering with 5+ years' equivalent experience OR Master's degree in business administration or engineering with 3+ years' equivalent experience OR Ph.D. in Business Administration or Engineering In lieu of a degree, 9+ years' experience in Business Administration or Engineering To be considered for this opportunity you must be a U.S. citizen or Permanent Resident Preferred Requirements: Excellent communication and networking skills including the ability to communicate and negotiate in multicultural environments. Strong business acumen, particularly experience with contractual agreements. Experience in aviation, particularly Business Aviation. Relevant technical experience in Rolls-Royce product and/or customer support. Project Management experience. Pioneer the next generation of innovation. Join us and you'll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance. Our People are our Power We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential. You can learn more about our global Inclusion strategy here. Hybrid working is a way in which our people can balance their time between the office, home, or another remote location.It's a locally managed and flexed informal discretionary arrangement. As a minimum we're all expected to attend the workplace for collaboration and other specific reasons, on average three days per week. Domestic Relocation: Negotiable Closing Date: January 31, 2025 Job Category Service Operations Job Posting Date 23 Jan 2025; 00:01 Pay Range $99,987 - $162,479-Annually Location: Indianapolis, IN Benefits Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan. The options available to an employee may vary depending on eligibility factors such as date of hire, employment type, and the applicability of collective bargaining agreements.