Job Description

Manager, Global Customer Support (Full Time)
Department: All Openings, Warranty

POSITION SUMMARY:

Provide effective management and administration of the Warranty & Technical Support Departments. Support customers with their issues and requests.

ESSENTIAL JOB FUNCTIONS:

Manage and organize the daily operations and business activities of the Warranty/Technical Support departments by developing departmental plans, setting goals and deadlines and implementing procedures to improve departmental productivity.

Establish and maintain a tangible departmental culture, which focuses on fostering positive relationships with customers without exception.

Develop and administer warranty policies and procedures including but not limited to warranty claims, disposition for aircraft, parts and services.

Communicate with external contacts including but not limited to FAA representatives, Dealers, Service Centers, Customers and Vendors.

Coordinate and oversee technical support efforts, both in-house and in the field.

Coordinate development of Service Releases (Service Bulletins/Letters, etc.).

Manage field service data input, research and analysis, project initiation, tracking and completion, providing timely and accurate responses to field service difficulties as well as preemptive information that enhances flight safety.

Oversee the MRO Overhaul/Repair process. Material returns, core dispositions, and vendor warranty negotiation/administration to provide effective responses to financial loss incurred through vendor warranties.

Consistently review and analyze the total expenditures for warranty claims to ensure validity and determine ways to reduce the financial liability to the company.

Manage the Warranty CRM system.

Review and analyze all warranty reports to aid in problem resolution for root cause analysis and reduced warranty costs.

Serve as liaison with Legal Administration, Engineering, Manufacturing, Procurement, Quality, Part Sales, Sales and Marketing Departments on field service problems.

Travel as required.

Perform other related duties as required.

SUPERVISORY RESPONSIBILITIES:

Responsibilities include supervision, training and assisting employees. Considerable management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE:

Bachelor degree and three to five years of aviation management experience preferred or equivalent combination of education and experience. A&P preferred.

Extensive knowledge of computerized program management tools including but not limited to; Microsoft Project, Excel, Word, PowerPoint, and Outlook is required to perform the duties of this position. Must be extremely computer literate and proficient and possess the ability to learn new computer applications.

LANGUAGE SKILLS:

The employee must possess the ability to communicate effectively with all internal and external customers in both written and oral form. Excellent interpersonal skills are essential to deal with situations as they arise.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those the employee encounters while performing the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently working in an office environment, however may be exposed to the manufacturing environment and elements such as odor, noise, dust, heat, cold, chemicals, or some element present which makes conditions less desirable than usually found in an office. This individual will be exposed to extended periods of computer usage.

Travel and overtime are required when necessary.

SAFETY AND POLICY PRACTICES:

The employee in this job must be knowledgeable in regard to the safety policies and procedures of the company as described in the Company Safety Manual. The employee must adhere to all said policies and procedures while supporting the goals and objectives of the organization and recognize the Companys need to achieve its business objective

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week including mandatory overtime may be required.