Customer Service Manager - Dubai, United Arab Emirates - Collins Aerospace

Collins Aerospace

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Date Posted:

Country:

United Arab Emirates

Location:

Goodrich Customer Services Inc., Rd 36-RM, Plot-S50604, PO Box 17698, Jebel Ali Free Trade Zone (South), Dubai, UAE

Position Role Type:

Unspecified

Primary Responsibilities:

Lead team of customer service representatives to execute and expand existing repairs with key Airline and Third-Party Customers within the region.
Collaborate with Collins team including regional and global organizational structure, Aftermarket Sales, Value Stream Leadership, Business Development, Account Executives, and C&AM team to develop and execute Service Programs opportunities and strategies.
Lead the team to transform and grow existing service offering to meet current and future customer demands, driving maximum value to Collins and Airline Customers.
Drive improvements to customer satisfaction, on time delivery and financial performance.
Establish and manage cadence of repairs performance reviews with crossfunctional internal and external stakeholders.
Ensure collaboration with all internal functions including operations, supply chain, and planning to define and deliver customer solutions.
Drive customer intimacy through development and maintenance of relationships with airline customers.
Provide executive level briefings on current programs.
Act as escalation point to provide resolution to customer concerns regarding provided service but not limited to.
Support to define, negotiate, execute and manage customer service repair contracts.
Assure team development needs are established and followed.

The Person

Collaborates:
Building partnerships and working together with others for the greater good.

Communicates Effectively:
Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Courage:
Stepping up to address difficult issues, saying what needs to be said.

Customer Focus:
Building strong customer relationships and delivering customer-centric solutions.

Develops Talent:
Taking an active role in the growth of yourself and others to meet both career and organizational goals.

Drives Results:
Consistently achieves results, even under tough circumstances and empowers others to do the same.

Instils Trust:
Gaining the confidence of others through integrity, credibility, and authenticity.

Strategic Vision:
Seeing ahead to future possibilities and translating them into breakthrough strategies.

Qualifications/Experience Needed:

University Degree in Engineering, Operations, Business and minimum 10 years prior relevant experience.
Prior experience with Customer Service, Contracts, Sales, Business Development.
5 years of experience supervising or leading a team.
Operational understanding of repair processes, planning principles and ERP system tools (i.e. SAP),
Ability to conduct project meetings and prepare reports to communicate the status of the project.
Ability to influence decisions downstream and upstream.
Ability to effectively collaborate with and influence multiple functional groups to reach a common objective.

Preferred Qualifications:

Direct customer experience within the airline or aerospace industry.
Aerospace product knowledge (processes, manufacturing techniques, quality requirements).
Prior SIOP and/or Supply Chain experience
Familiarity with MRO
Lean manufacturing experience
Demonstrated experience in understanding and exceeding customer expectations in an MRO operations or production environment.
Willing and able to travel 25% of the time (mainly within the region).

_ RTX is An Equal __Opportunity/Affirmative_
_ Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class._

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