Senior Customer Service Manager

**Job Description Summary**: All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Owns/influences budgets and operating plans. The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the operational area or a segment within a larger business unit. The role may have a major impact on a small business unit or Family within a Function or P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes. This role is expected to provide techno commercial solution to customer issues and as well act as customer focal point from OEM standpoint.

**Essential Responsibilities**:

- Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer - Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
- Developing expertise in own function. May include roles that are experts in their discipline, providing professional or thought leadership. Influences policy and ensures delivery within area of responsibility, linking with other parts of the organization.
- Interprets internal and external business challenges and recommends best practices to improve products, processes or services. Utilizes understanding of industry trends to inform decision making process.
- Leads others to find creative solutions within complex manufacturing processes with technical variety and/or interdependent production cycles. Employs sophisticated operational/product management, manufacturing or engineering techniques. Interaction with adjacent functions needed to solve issues. Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision.
- May lead functional teams or projects with moderate resource requirements, risk, and/or complexity. Presents business or technical discipline solutions to leaders. Communicates complex messages and negotiates mainly internally with others to adopt a different point of view. Influences peers to take action and may negotiate with external partners, vendors, or customers.
- Leads customer team for providing amicable solution for customer issues, balanced on technical and commercial aligned with existing contract with customers.

**Qualifications / Requirements**:

- This role requires significant experience in the Customer Support & Customer Service Management.
- Bachelor's degree from an accredited university or college.
- Minimum of 5 additional years of experience in Aviation/ Aerospace
- Experience in Jet Engines will be advantageous

**Desired Characteristics**:

- Humble: respectful, receptive, agile, eager to learn
- Transparent: shares critical information, speaks with candor, contributes constructively
- Focused: quick learner, strategically prioritizes work, committed
- Leadership ability: strong communicator, decision-maker, collaborative
- Problem solver: analytical-minded, challenges existing processes, critical thinker

**Additional Information**:
**Relocation Assistance Provided**:Yes

LI-Remote - This is a remote position