Reporting to the Manager, Commercial Operations the Delivery Coordinator is responsible for DHC’s aircraft delivery process. This role owns the processes, coordination and reporting that enables the company to offer best in class customer experience relating to aircraft delivery. The successful candidate will coordinate activities and deliverables from all the supporting functions (e.g. Sales, Manufacturing, Technical services, Programs, Afterspanet, Finance, Legal, and others…) to promote the organized operation and ensure customers enjoy the highest quality of service during the aircraft delivery.

Key Responsibilities

• Customer Relationship Management:
  • Accountable to support the Sales Directors as customer liaison responsible for building and maintaining pre-delivery customer support to De Havilland customers.
  • Respond to customer inquiries in a timely and professional manner.
• Contract Fulfilment:
  • Administer all aspect of aircraft purchase agreement from contract signing through to the final delivery and customer acceptance.
  • Ensure that the terms and conditions of the purchase agreement are met.
  • Lead the negotiation of aircraft delivery deficiency commitment agreements and support the follow through on these commitments.
• Project Management:
  • Work with the timelines defined in the aircraft purchase agreement.
  •  Develop and manage the path from inception to delivery for each aircraft.
  • Prepare and maintain project, stage and exception plans as required.
  • Coordinate with various internal groups in the definition and incorporation of the aircraft purchase requirements.
  • Proactively identify technical, operational and administrative impediments to meeting timeline commitments.
  • Work with internal stakeholders to implement solutions and mitigate risks.
  • Facilitate change requests to ensure that all parties are informed of the impacts on schedule and budget.
  • Coordinate with cross-discipline team members, oversee the aircraft delivery timeline to make sure that all parties are on track regarding forecasted schedule, risks, quality standards and mitigation strategies.
• Stakeholder engagement:
  • Collaborate with internal and external stakeholders to define requirements for all options modification which require incorporation at or by a third-part sub-contractor prior to final delivery.
  • Coordinate and oversee customer inspection during final delivery and acceptance of aircraft.
  • Work continuously to improve the customer acceptance process, leading to exceptional and consistent customer experience. 
  • Conduct and lead post-delivery evaluation “lessons learned” reviews and identifying successful and unsuccessful elements. 
  • Continuously identify and articulate improvement opportunities in the indirect accountable aspects of customer acceptance. 
• Lead members of the aircraft delivery coordination team.
• Provide strategic guidance to support task execution and timely feedback on performance.
• Identify and coordinate learning and development opportunities. 
• Manage the company’s delivery coordination tool and promote its use and continuous improvement. 
• Work with Director of Commercial Operations to develop and implement user manuals, new processes, procedures and reporting, training materials, delivery metrics, and other documents as needed to enable continuous improvement of the aircraft delivery process.
• Support the customer facing Sales leaders by recommending strategies and best practices to improve customer experience across the business.

Qualifications

• College diploma in Aircraft Maintenance from a Transport Canada approved educational institution.
• Minimum 4+ years experience in aerospace or similar industry with experience in Sales, Technical or Project management roles.
• Minimum one year experience as an Aircraft Maintenance Engineer.
• Understanding of the Aerospace Industry commercial processes and contract management.
• Experience in B2B sales and/or Technical Service roles.  
• Valid Transport Canada AME M1 and/or M2 Maintenance Engineer license is considered an asset.
• Pilots license is considered an asset.
• Project Management Professional (PMP) certification is considered an asset.
• Technical familiarity with aircraft systems including propulsion, airframe, basic electrical, and their related components.

Skills 

•  Strong customer relationship and project management skills.
• Ability to manage project requirements, timelines, and delivery milestones effectively.
• Excellent communication, reporting and problem-solving skills. 
• Strong collaboration and influencing skills to drive alignment across functions. 
• Ability to engage with stakeholders at all levels without direct reporting authority.