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Commercial Account Manager – Customer Support & Services
This is an individual contributor role responsible for managing commercial customers enrolled in Bell’s Customer Advantage Plan (CAP) and/or handling warranty claims for helicopters and spare parts.
The role involves extensive work with Product Support Agreements and contracts related to aircraft warranties. It serves as the CAP Program and/or warranty point of contact for all commercial customer contracts.
The position is onsite in Fort Worth, TX.
What you’ll be doing as a Commercial Account Manager:
CAP and Warranty Management:
Adjudicate CAP and/or warranty claims by approving or denying them, issuing new or reconditioned parts, repairing customer parts, or issuing spares credits as required.
Issue RMAs for return parts to Bell for engineering evaluation or repair and follow up with customers to ensure timely receipt per the contract.
Collaborate with Bell cross-functional teams (Customer Support Engineering, Product Support Engineering, Sales, Customer Support Facilities, BH Piney Flats, Able Engineering) to resolve claims promptly.
Coordinate with Inventory Management, FTW Logistics Center (CDC), Supply Centers, and Programs to supply parts to customers.
Engage with Bell suppliers and/or procurement on behalf of customers to resolve issues or execute Product Support Agreements.
Ensure compliance with import/export requirements for ITAR-controlled parts.
Adjudicate CAP/warranty claims per agreed CAP agreements or Bell commercial warranty policies with proper documentation.
Support sales and marketing in developing and executing aftermarket strategies.
Ensure adherence to all contractual terms related to CAP and/or warranty by both parties.
Additional CAP Responsibilities:
Act as the global focal point for CAP customers, focusing on relationship building, intelligence gathering, and understanding customer business models to anticipate and address their needs.
Facilitate customer forecasts and coordinate them internally within Bell.
Interface with service sites, Commercial Regional Sales Managers, and customers to define requirements.
Ensure CAP customers adhere to agreements, including payment terms, core return requirements, and providing monthly required data (e.g., component times, flight hours for billing).
Additional Warranty Responsibilities:
Manage programs/commercial customer contracts with nonstandard warranty terms.
Approve or deny claims and obtain management approval for exceptions.
Travel:
Domestic and international travel may be required based on customer and Bell needs.
