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 objectives.
• Support definition of tools and technologies to streamline support processes and improve team productivity, including automation and self-service options.
• Drive process improvements to increase efficiency, reduce customer wait times, and improve first-contact resolution rates.
• Develop and implement strategic objectives for customer satisfaction
• Establish clear objectives and key performance indicators (KPIs) to measure success, including customer satisfaction, response time, resolution time, and customer effort scores.
• Focus closely on customer relationships for mutual business goals.
• Ensure customer feedback is effectively communicated to product and engineering teams to drive product enhancements and improvements.
• Foster a culture of continuous learning and improvement, encouraging professional development and skill enhancement within the team.
• Leverage data analytics to identify trends, track performance, and make data-driven decisions to improve support operations.
• Present regular reports and insights to executive leadership on support performance, customer satisfaction, and areas for improvement.
• Utilize predictive analytics to proactively identify and address potential support challenges and improve the overall customer journey.

Requirements

• Bachelor’s Degree in Product, Program or Engineering
• 10+ years in customer support, service operations, or a related field within Aerospace
• 7+ years in a senior customer facing technical role
• Proven track record of successfully leading global customer support operations with measurable results.
• Excellent strategic thinking, problem-solving, and data analysis skills.
• Strong leadership and team-building abilities, with experience managing diverse, multi-regional teams.
• Exceptional communication and interpersonal skills, with a customer-focused mindset.
• Familiarity with customer satisfaction metrics
• Excellent written and verbal communication skills