Join the industry leader to design the next generation of breakthroughs
This is a Customer Support Manager position within C&PS Commercial Aviation. The Customer Support Manager will be responsible for driving improved customer experience for our Airline customers.
These cross functional roles require complex problem solving skills and the ability to influence functions
outside and within C&PS. This role will report directly to the Senior Director of C&PS Commercial Aviation for the Americas region.
Primary Duties Include :
Establish a management operating system (MOS) utilizing salesforce.com (SFDC) with
assigned Airline customers that includes regular performance reviews (Delivery, Tech Support, Product Performance, CMM Updates, promote portal / improvement initiatives)
Develop a plan and execute sustained closure of Airline service requests to their committed deadlines
Lead Airline change management communication as it relates to business policies and systemic process changes
Establish and drive execution of Airline survey improvement plans and reliability
Coordinate and lead Airline support recovery plans (delivery, quality, product
Educate, train and promote utilization of customer self-service tools
Coordinate and lead Machine to Machine (M2M) deployment & sustainment
Develop and sustain a HUE approach to Airline CSWI (Customer Specific Work Instructions)
YOU MUST HAVE :
Bachelor's degree in Business, Engineering or related field plus 2 years of relevant experience, or in lieu of degree, minimum 5 years of experience in Business, Customer Support, Engineering, Operations, Supply Chain and / or Program Management
2+ years of indirect leadership experience
WE VALUE :
MBA or other advanced degree preferred
Customer facing experience preferred
Six Sigma Blackbelt certification
HOS and sales experience
Demonstrated partnering skills with key internal and external customers
Ability to quickly adapt to differing leadership styles across multiple customer business teams
Demonstrated strong bias for action and strong internal network.
Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value added activities.
Strong verbal and written communications skills.
Ability to present complex technical and support issues at peer and executive levels (internal / external customers).
Strong Leadership skills and ability to effectively influence throughout all levels of the organization across multiple functions -
Strong Program Management skills and financial acumen.
Proven track record of effectively operating within diverse, global teams - Business acumen on contractual requirements.
Continued Professional Development
Some Travel Required