Customer Service Manager

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

Digital Aviation Solutions (DAS) - We are part of the One Boeing community, focused on the needs of global defence, space and aviation customers from all markets, regardless of their equipment’s original manufacturer. With engineering, digital analytics, supply chain and training support spanning across both the government and commercial service offerings, we are uniquely positioned to keep passengers flying, and nations safe.

We are currently recruiting for a **Customer S**ervic**e Manager** (non-management position)to support our **Flight Data Analytics (FDA) portfolio** team as well as our valued customer(s). He/she would be able to flex their schedule in support of a global customer base.

**Your responsibilities will include**:

- Provide day-to-day SME support to the operation and governance of the Flight Data Analytics (FDA) scoped product solutions / services and training.
- Support aviation working groups as applicable (Vendor Relationships)
- Maintain SME level awareness of the Flight Data Analytic (FDA) product solutions, and technology. This position will focus on the Safety Data Analytics offerings.
- Provide remote or on-site problem-solving assistance
- Oversee the support and delivery of the scoped services
- Delegate and direct service tasks; monitor progress of all current and pending services requests (open a support case for each for tracking) and provide status back to the organization of ticket status
- Be a product SME who understands the product as deeply as our customers and be able to understand and replicate customer usage of the product
- Work with the Implementation and Customer Ops teams to ensure new customers are properly on-boarded and supported during the implementation phase.
- Work directly on customer analysis problem configurations and customer data mapping configurations
- Support validation of customer Flight Operations Quality Assurance (FOQA) environments during implementation and in support of new product releases
- Support initial customer training, and refresher training
- Respond to customer requests/issues/questions leading and coordinating issue resolution
- Monitor customer usage and success, solicit and analyze customer feedback
- Meet with customers periodically (lead these meetings)
- Ensure customers are using the product successfully; identify issues/problems

**Work Authorization**:

- Employer will not sponsor applicants for employment visa status.

**Basic Qualifications (Required Skills/Experience)**:

- Minimum of five years Aeronautical experience including: Aerospace engineering background, Flight Deck operations, Piloting, Flight Planning (International), Aircraft Dispatch experience, Commercial Airline Operations, Military flight operations.
- Strong background in analytics required
- Strong ability to navigate technically challenging problems and to identify stakeholders for resolution (i.e. Project Management in an agile environment)
- Strong presentation skills to executive level audience
- Strong communication and customer relationship management skills

**Preferred Qualifications (Desired Skills/Experience)**:

- Bachelor degree in Science, Computer Science, Information Technology, Software Engineering, Electrical and Electronics Engineering is highly preferred Experience with flight safety programs such as Flight Operations Quality Assurance (FOQA) / Flight Data Monitoring (FDM) preferred.
- Familiarity with aircraft recorded flight data preferred.
- Experience with data mining and data visualization tools such as Tableau preferred.

**Relocation**:

- Benefits and payment are determined at the local level and are not on Boeing US-based payroll.

**Equal Opportunity Employer**:
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.