Managing Director Customer Support

Responsible for leading the identification, development & implementation related to Cust Support Sales, Account Management & Business Development within assigned region. Additionally, the position is directly accountable for monitoring & managing solutions for issues that may impact the Customer's confidence in the reliability & performance of their aircraft; as well as the Customer's confidence in worldwide cust support. Develop strategies & communicate plans, issues, & results to all internal & external stakeholders including employees, peers, leadership, network partners, service providers, & end customers. Manage & develop direct reports to ensure they meet the organizational goals while following the leadership model competencies.

Essential Functions
- Liaison to new A/C sales providing solutions that affect the ownership experience with GAC.
- Deliver superior Cust Support to A/C owners around the world; proactively identify, effectively & appropriately address concerns, disputes & obstacles.
- Develop comprehensive Cust Support, Eng, Programs, Manufacturing & Critical Suppliers strategies, set/manage priorities, & secure/deploy resources in resolving A/C owner issues that align with Cust Support business objectives.
- Communicate A/C owner issues to key functional stakeholders & coordinate resources for timely, efficient & effective corrective actions to maximize customer satisfaction, restore confidence in GAC & to minimize A/C down time.
- Develop sales strategies to meet &/or exceed Cust Support sales objectives within region, including development of sales targets, capture rates, market penetration, as well as forecasting & sales modeling for the region.
- Development & leadership of customer marketing strategy, trade shows, &/or customer events to enhance GAC brand within market.
- Provide direct support to New A/C Sales in region to assist with Cust Support issues that might impact pending sales.
- Provide feedback within GAC network to develop systemic resolutions to recurring customer complaints.
- Ensures that customer schedules are met. Replies & leads the response to customer opportunities, concerns, complaints & provides follow-up to bring resolution to enhance customer satisfaction; including but not limited to planning & directing the overall activities of all elements of Cust Support, Eng, Programs, Manufacturing Operations & Critical Suppliers to restore customer satisfaction & continued utilization of GAC A/C, products & services.
- Prepares regional operating budgets & ensures that expenditures are being properly managed within budgets Prepare the annual sales forecast & executes sales/marketing plan for service sales team. Aggressively pursues methods by which revenue & profit margins will be maintained at the highest possible level while retaining an effective & professional liaison with the customers.
- Monitors site loading, scheduling, planning & execution to ensure effectiveness of Service Center delivery Participates in sales & financial reviews. Actively participates in Cross Site Continuous Improvement activities.
- Direct supervision of regions sales & support staff, train & motivate them to meet or exceed sales targets. Making decisions to hire & promote Conducts performance appraisals & makes personnel decisions as required.
- Works directly with both GAC & Jet Aviation site leaders to closely coordinate complimentary service offerings with equivalent value streams for GAC operators, leverage strengths for GAC & Jet Aviation that creates opportunities for both companies rather than competition.

Other Requirements
- Must have demonstrated leadership ability and possess strong communication skills.
- Airframe and Powerplant or pilot's license preferred.
- Represents the company in customer area meetings, sales presentations and major trade shows. Interfaces with customers to discuss the status of their aircraft and to address customer concerns/problems. Communicate corporate and functional area objectives to employees at the service center sites.