Customer Account Manager - Aerospace/Defense, Space

Description Great People Making Lifesaving Products We are currently seeking an experienced Customer Account Manager to join our highly skilled, dynamic team. Nortech Systems is a leading provider of engineering and manufacturing solutions for complex electromedical and electromechanical products. We proudly serve mission critical markets, including medical imaging, medical devices, industrial, and aerospace & defense. Nortech delivers exceptional value by solving complex challenges through innovative, customized engineering, design, manufacturing, and data management solutions. Our expertise is in complex cable, PCBA and integrated higher level assemblies. Our team is focused on delivering lifesaving products from medical devices which detect and treat cancer to mission-critical components for airplanes and submarines. Nortech’s customers include some of the biggest names in industry, medical devices and aerospace and defense. We take pride in our team’s role in making products that make a difference. We are looking for a Customer Account Manager – Aerospace/Defense & Space to join our team. In this highly visible role, you will serve as the primary point of contact for strategic aerospace/defense and space customers, helping manage customer relationships, support new business opportunities, coordinate new product introductions, and ensure operational excellence across quality, delivery, profitability, and customer satisfaction. The pay range for this role is $72,000 - $90,000 annually . Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, and other candidate qualifications. What Nortech Offers Competitive compensation Outstanding benefits package including medical, dental and vision insurance for employee & family, including a 100% company-paid base medical plan for employees; 401k with company match; tuition reimbursement and PTO A diverse and inclusive workplace fostering responsible social engagement Training and opportunity for advancement Primary Responsibilities: Build and maintain relationships with and represent Company products and services to assigned customers; handle primary negotiation as needed; develop new business and expand current product lines. Participate in Business Development and Quote Administration activities; anticipate, communicate, and plan for customer support needs to facilitate positive customer onboarding experiences. Assist with leading and facilitating new product introductions (NPI) or product change requests by engaging internal partners as needed to promote positive outcomes for Nortech and its customers. Responsible for key account metrics (OTD, Quality, Profitability, Inventory, etc.) Monitor, track and report on customer inquiries and concerns from initial contact through resolution; maintain open communication lines with internal partners and customers as appropriate, ensuring prompt attention and follow-up. Identify, track, and report patterns of concern with product quality, packaging, delivery, parts, invoicing, or other Company operational or service components; actively and constructively contribute to continuous improvement efforts. Oversee and ensure timely and accurate data entry into Company systems; assist with Customer Account Representative training and development, monitor progress and provide performance input. May supervise others. Assist with or handle escalated customer inquiries and concerns from Customer Account Representatives as needed including shipping and delivery, quality, invoice, payment, and other issues; coordinate resources and track investigation of issues through to mutually acceptable resolution. Assist with ensuring customer forecasts, master plans and schedule are in sync; develop and recommend solutions to program problems and engage internal partners as appropriate to resolve problems. Participate in managing P&L aspects by customer, including revenue/sales, costing and pricing activities for margin and efficiency. Drive and facilitate the use of Company software tools for quoting, forecasting, customer interactions, and customer complaints or corrective actions; communicate as appropriate to Company personnel. Deliver monthly/quarterly updates on performance metrics and delivery of Company value to customers as outlined in Nortech’s customer strategic planning and/or agreements. Monitor contract performance to guarantee compliance with specific defense mandates, including cybersecurity (CMMC). Review and communicate complex aerospace and defense customer requirements, quality standards, and technical specifications to internal teams and subcontractors. Participate in and contribute to customer planning, contract proposals and negotiation, and onboarding activities as assigned. Demonstrate and support Nortech’s Mission, Core Values, policies and procedures at all times. May perform other duties and responsibilities as assigned including travel such as to customer or plant work sites. What We’re Looking For: Strong relationship-building and communication skills. Experience in manufacturing and aerospace and defense environments. Strategic thinker with strong business acumen. Proven problem solving and decision making abilities. Ability to lead cross-functional initiatives and influence outcomes. Data driven approach to managing customer success and business growth. Continuous improvement and results oriented mindset. Education & Background: Required: Bachelor’s degree (or High School diploma, GED or equivalent with five years’ experience as described below.) Three years’ experience: Handling customer inquiries and support effectively in a technical manufacturing environment. Working within the Aerospace/Defense industry, interface-facing with DoD customers or prime defense contractors. Using written and oral communication skills effectively to coordinate customer solutions with sales/business development, production, engineering, and supply chain partners. Reviewing and accurately interpreting contract agreements, invoices, pricing, parts, production reports, and other account and product metrics. Using ERP, CRM, and/or Excel tools to accurately maintain customer records, develop and run reports, and analyze data. Experience using Microsoft Outlook, Word, Excel, and PowerPoint at a proficient level. Experience assisting with new product introductions in a manufacturing environment. Preferred: Five years’ account management or customer relations experience in a manufacturing environment. Three years’ account management or customer relations experience in a medical device, aerospace, electronics manufacturing or similar high-tech environment. Experience using or familiar with Epicor or similar operations software. Proven understanding of specialized aerospace and defense customer requirements, including AS9100 quality standards, flow down clauses, and rigid delivery frameworks. Possesses foundational knowledge of Federal Acquisition Regulation (FAR) clauses and strict aerospace and defense customer specifications. Visa sponsorship is not available for this position. Certain positions at Nortech require access to information, or technology that is subject to the International Traffic in Arms Regulations (ITAR) and other US government security regulations. These laws do not permit access rights to non-US citizens, or to other unauthorized individuals. Therefore, presently, all applicants must be US Citizens, or US Permanent Residents (“green card holders”), and/or otherwise comply with ITAR requirements for access rights, to be considered for a position. Qualifications Skills Behaviors : Motivations : Education Preferred Bachelors or better. Experience Required Three years' experience: o Working within the Aerospace/Defense industry, interface-facing with DoD customers or prime defense contractors. o Using ERP, CRM, and/or Excel tools to accurately maintain customer records, develop and run reports, and analyze data. Three years’ experience: o Handling customer inquiries and support effectively in a technical manufacturing environment. o Using written and oral communication skills effectively to coordinate customer solutions with sales/business development, production, engineering, and supply chain partners. o Reviewing and accurately interpreting contract agreements, invoices, pricing, parts, production reports, and other account and product metrics. Bachelor’s degree (or High School diploma, GED or equivalent with five years’ experience as described below.) Experience assisting with new product introductions in a manufacturing environment. Experience using Microsoft Outlook, Word, Excel, and PowerPoint at a proficient level. Preferred o Proven understanding of specialized aerospace and defense customer requirements, including AS9100 quality standards, flow down clauses, and rigid delivery frameworks. o Possesses foundational knowledge of Federal Acquisition Regulation (FAR) clauses and strict aerospace and defense customer specifications. o Five years’ account management or customer relations experience in a manufacturing environment. o Three years’ account management or customer relations experience in a medical device, aerospace, electronics manufacturing or similar high-tech environment. o Experience using or familiar with Epicor or similar operations software.