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
