QUALIFICATIONS YOU MUST HAVE

• Typically requires University Degree and minimum 12 years prior relevant experience or an advance degree in a related field and minimum 10 years of experience
• A technical background is required with an ability to understand contracts as well as technical issues

QUALIFICATIONS WE PREFER

• Experience in mentoring teams, aligned with business goals.
• Adaptable leadership in changing environments with a focus on cost efficiency.
• Effective at driving cross-functional teamwork.
• Proactive in leading a global team and customer perspective to support business challenges.
• Skilled at building long-lasting customer relationships, together with providing tailored solutions.
• Flexible to meet customer and team needs across different time zones
• Aerospace background

WHAT THE ROLE IS ABOUT

As Airlines Support Manager, the objective is to support regional customer needs related to the different Power & Controls product portfolios, specifically within the EPS, EACS, and ECS business units. This role is crucial for enhancing Power & Controls (P&C) customer experience, building strong internal and external relationships, and encouraging teamwork across different functions. We seek a proactive individual who is committed to enhancing customer service and supporting team success in the region.
Working closely with Field Service, Sales, Flight-Sense, and other customer engaging teams within the region to ensure that the day-to-day operations of the customer service organization are appropriately supported. This requires us to work proactively, driving customer priorities into the business and functional teams.

The following are some of the activities required to support the success of the organization:

• Top-tier customer account management
• Manage and foster key customer relationships
• Achieve Customer’s strategic and business objectives
• Understand the customer’s contractual obligations and ensure that you and the business organization deliver to those.
• Develop and execute strategies to maintain and strengthen customer relationships, while remaining aligned with business goals
• Handle escalated customer complaints and provide effective solutions
• Oversee customer related in-service projects to help drive issue resolution
• Voice customer objectives through business specific reviews and initiatives
• Enhance communications around reliability and supply chain challenges
• Develop and implement strategies to enhance customer satisfaction.
• Monitor the performance of your account and escalate proactively non-performing areas to anticipate customer’s escalation
• Drive and support the success of technical and reliability reviews
• Lead the business reviews related to the account contract execution
• Ensure strategic, leadership, and customer expectation alignment

To achieve successfully your mission, you must:

• Work in a collaborative manner, while ensuring impactful improvements in the efficiency of the Customer Support organization
• Support the regional and functional teams in handling prioritized escalations
• Support the global P&C customer service team at a cross-functional level
• Collaborate with airframers on in-service activities, multi-party engagements, and OE surveys improvement plans
• Work with the business unit’s MRO network, Value Streams, and cross-functional teams to address issues and non-performance on your account
• Coordinate cross functional teams to prepare the technical and business reviews on your account
• Collaborate with Sales and Business Development (BD) counterparts on strategic initiatives on your account
• Promote customer feedback initiatives within the business
• Support the introduction of new platforms and coordinate field readiness
• Travel up to 30% onsite and to customer locations