Wasantha West
Customer Support Manager
Aberdeen,MD
Summary
I have been customer-facing throughout my Aviation career and enjoy work in a fast-paced sales and MRO environment. I excel in resolving customer issues, upselling, manage conflict resolution with ease and confidence. My skills and years of experience enables me to hit the floor running in sales and key account positions. My background covers sales, key accounts, and program management. From a people management point of view, I have built, mentored, and supervised diverse teams in manufacturing and repair organizations. One of the additional area of expertise is in managing multi-million dollar inventory programs, on-site and off-site. I am a Customer-centric manager recognized for my innovative and strategic mindset handling key accounts. I am dedicated and results driven with a proven track record in building and sustaining strong customer relationships, coaching and retaining highly engaged teams.
Overview
23
23
years of professional experience
Work History
Customer Support & Key Account Manager
Middle River Aerostructures
Baltimore, MD
02.2020 - Current
- Own business commercial relationships including growth target and ensure pipeline is filled and achieved
- Be the voice of customers in North and South Americas, overseeing A320neo LEAP 1A engine Nacelles
- Develop methodology and lead the customer team icluding Field Service Engineers to ensure cross functional objectives are prioritized and executed to meet internal/external customers goals and objectives
- Drive for attainment to improve customer satisfaction, ensuring issues are identified and addressed through cross functional influence, including quarterly business reviews, service requests and data collection as measured by Airbus
- Improvement achievement tracking 2020-2021 at 95% on average
- Work with internal and international teams bridging between customers and MRO business to support supply chain, program and engineering issues with focus in providing timely solutions to customers
- Work with Field service engineers and engineering teams to accomplish SB/AD initiatives, technical and AOG requests including repair directives and providing leasing, exchange solutions for Thrust Reverser's, Fan Cowls, Air Inlets and End Items
- Plan, organize and execute as required to customer sites to improve business results.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Regional Sales Manager
Chromalloy Singapore Pte Ltd
Singapore, Singapore
10.2017 - 06.2018
- Steer, develop, and increase sales with current and potential customers in repair management, engine airframe parts, and components through problem resolution, addressing and resolving bottlenecks with relevant departments including timely delivery of materials, warranty returns management and accounts receivable
- Daily and regular contacts and be the go-to person through regular sales calls and visits
- Be a bridge of communication between MRO shops, product managers and customers and operational teams.
- Maintain, increase customer expectations, up sell and be responsible for meeting and exceeding financial objectives
- Exceeded targets by building, directing and motivating high-performing sales team.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Customer Solutions Project Manager
Pratt & Whitney
01.2017 - 10.2017
- Develop and manage effective customer relationships with external airlines and internal shops by coordinating and following up on customer fleet requirements, time and labor materials deliverance
- Manage inventory/assets on-site and off-site programs including new NGPF & PW4000 programs
- Manage all aspects of customers' new spare part requirements spanning from forecasting to delivery
- Perform project management duties for multiple aircraft, identify risks and constraints, and facilitate status meetings with relevant departments and shops for timely interference and resolving glitches
- Be an excellent bridge of communication between MRO shops, inventory managers and customers to provide daily status reports, on-site customer presentations and customer orders and warranty
- Forecast and manage supplier on-time delivery, supplier lead time and MRPs and customer material issues, engine TAT and prioritizing work stops
- Resolve customer issues with follow up calls, upsell programs and additional work
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Program Director
Aeroturbine Singapore Pte Ltd
Singapore
05.2012 - 01.2016
- Forecast Inventory level and source materials externally when required, to meet inventory program objectives
- Manage engine teardown process to piece part level to support CF6-80C2 and V2500 programs
- Improved success of program by making proactive adjustments to operations and collaborating cross-functionally across departments
- Ensure all materials meet FAA, EASA, and customer regulations
- Weekly online meetings and Quarterly in-person meetings with program customers to identify business needs and requirements
- Maintain, motivate and influence at various levels both internal relationships with MRO facilities, product managers and external customers
- Develop and leverage key internal/external relationships for critical success
Customer Support Manager
Aertoturbine Singapore
03.2009 - 12.2012
- Handle, oversee APAC customers' RFQ/quotes, quality, paperwork issues, RMAs, and accounts receivables
- Manage existing customer networks and relationships including FRAs
- Identify new accounts/customers for Sales Team to qualify
- Manage inventory programs on-site and off-site, including inventory audits
- Engage in-person in meeting customer targets and fleet requirements
- Recruit, train, mentor new Inside Sales and customer service team
- Identify and train talent for further growth within the organization.
Inside Sales & HR Manager
AAR International Inc
Singapore, Singapore
12.1996 - 12.2008
- Manage the supply chain of components, repairs, and engine parts trading for customers in Asia Pacific
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules.
- Build relationship through problem resolution, addressing and resolving bottlenecks with relevant departments including timely delivery of materials, warranty returns management and accounts receivable
- Manage a vast network of Foreign Representative Agents
- Manage off-site programs in Indonesia, Malaysia, and Thailand
- Recruit, train, mentor Inside Sales and Customer Service teams
- HR & People Management:
- Recruitment, selection, compensation, and benefits responsibility for Asia Region including Malaysia, Australia, Japan, and PR China
- Expatriate & Staff Performance Management
Education
Bachelor's - Business/Human Resources
Coventry University
Associate - Human Capital Management
Singapore Human Resource Institute
Associate - Organizational Counseling, Business Administration
Singapore Human Resource Institute
Performance Coaching and Leading Effective Teams Effective communication and Human Relations skills for success Organizational Psychology - undefined
PSB Academy
Skills
Account Management (20 years), Customer Service (20 years), Salesforce (1year), Sales (10years), MS Office (20years), Quantum (8yrs), ILS, Project management (8 years)
Key StrengthsExcellent Interpersonal skillsAnalytical and strategic skillsDetail oriented and good time management skillsActive Listening and prompt to responseAbility to remain calm under pressureForecasting and prospectingRegional skills and relationship buildingCoaching, training, mentoring and developmentCustomer service expert
Technical documents comprehension
Interpersonal Communication
Teamwork and Collaboration
Timeline
Customer Support & Key Account Manager
Middle River Aerostructures
02.2020 - Current
Regional Sales Manager
Chromalloy Singapore Pte Ltd
10.2017 - 06.2018
Customer Solutions Project Manager
Pratt & Whitney
01.2017 - 10.2017
Program Director
Aeroturbine Singapore Pte Ltd
05.2012 - 01.2016
Customer Support Manager
Aertoturbine Singapore
03.2009 - 12.2012
Inside Sales & HR Manager
AAR International Inc
12.1996 - 12.2008
Bachelor's - Business/Human Resources
Coventry University
Associate - Human Capital Management
Singapore Human Resource Institute
Associate - Organizational Counseling, Business Administration
Singapore Human Resource Institute
Performance Coaching and Leading Effective Teams Effective communication and Human Relations skills for success Organizational Psychology - undefined
PSB Academy