Regional Airline Support Manager

Primary Responsibilities

• Lead and develop the team of airline support managers safeguarding a strong culture of Customer Support
• Drive integration and collaboration between the ASM team and the local MRO organization
• Manage team for optimal customers support to Airline customers in region by driving a proactive customer engagement philosophy.
• Manage customer expectations, drive operator behavior, create balanced conversations on service levels, educate on product complexity, convey support solutions driving commercial opportunities for Collins, promote internal initiatives and changes, while ensuring excellent CX.
• Collaborate with sr. leadership globally to plan and execute cross team operational initiatives
• Foster an environment of collaboration with other Aftermarket support functions i.e., AMTS, MRO & SPARES to ensure coordinated customer response for both technical and commercial solutions
• Identify and implement continuous improvement initiatives and develop standard process / job instructions
• Build relationship with OEM Customer field support function staff
• Provide insight on customer strategies relative to flight operations, maintenance philosophy, business practices and functional organization to aid Collins business decisions and business plan development.
• Interface directly with airline personnel at all levels to ensure exceptional customer experience
• Assess opportunities to partner with airlines to support field data collection
• Support Operator/OEM conferences with technical nacelle solutions
• Able to travel up to 25% domestically and internationally when circumstances permit

Education required:

• Bachelor’s degree and 8 years of prior relevant experience OR
• Advanced Degree in a related field and minimum 5 years experience

Work experience required:

• Proven formal or informal Leadership experience
• Experience with Continuous Improvement Tools
• Experience managing multiple projects simultaneously
• Experience with customer engagement

Skills required:

• Flexible and motivated with strong relationship building skills - internal, external with customers and suppliers
• Able to communicate and make presentations to senior level leadership
• Able to read Engineering Drawings

Preferred Qualifications

• Possess Nacelle / Engine component knowledge and understands manuals (AMM, CMM, IPC, SRM) & CATIA
• Analytical skills including tools such as: Excel, Power BI, Tableau or other data analytical software
• TeamCenter, SharePoint, SAP experience
• Experience with CRM software: MS Dynamic, Salesforce etc
• Experience with Lean or Six Sigma
• Experience with CATIA