Staff Inservice Support Manager

The primary responsibility of the Staff Inservice Support Manager is to build customer support relationships regionally, focusing on developing and implementing strategic initiatives to elevate customer satisfaction, streamline support operations, and drive continuous improvement. This role requires a visionary approach to performance management with experience in customer management and operations, and strategy at a global scale. The ideal candidate will be customer focused, with a strong ability to build and manage complex relationships, leverage insights to enhance customer experience, and collaborate across departments to align support functions with business objectives.

The Staff Inservice Support Manager will include data management, aircraft performance tracking, and operational logistic support. The role works directly with internal teams, Product Support Engineering and Aftermarket Operations to find timely solutions with KPI's, and provides direct feedback and escalation to internal Account Management. Duties and Responsibilities:

Define and execute a customer facing support strategy that aligns with the company's vision and growth objectivesSupport definition of tools and technologies to streamline support processes and improve team productivity, including automation and self-service optionsDrive process improvements to increase efficiency, reduce customer wait times, and improve first-contact resolution ratesDevelop and implement strategic objectives for customer satisfactionEstablish clear objectives and key performance indicators (KPIs) to measure success, including customer satisfaction, response time, resolution time, and customer effort scoresFocus closely on customer relationships for mutual business goalsEnsure customer feedback is effectively communicated to product and engineering teams to drive product enhancements and improvementsFoster a culture of continuous learning and improvement, encouraging professional development and skill enhancement within the teamLeverage data analytics to identify trends, track performance, and make data-driven decisions to improve support operationsPresent regular reports and insights to executive leadership on support performance, customer satisfaction, and areas for improvementUtilize predictive analytics to proactively identify and address potential support challenges and improve the overall customer journeyRequirementsBachelor's Degree in Product, Program or Engineering10+ years in customer support, service operations, or a related field within Aerospace7+ years in a senior customer facing technical roleProven track record of successfully leading global customer support operations with measurable resultsExcellent strategic thinking, problem-solving, and data analysis skillsStrong leadership and team-building abilities, with experience managing diverse, multi-regional teamsExceptional communication and interpersonal skills, with a customer-focused mindsetFamiliarity with customer satisfaction metricsExcellent written and verbal communication skills