Textron Director Product Support - Team Longitude in Wichita, Kansas
Director Product Support - Team Longitude
* JOB SUMMARY: *
To promote customer satisfaction through development and implementation of Textron Aviation objects and programs. Provides technical support to Textron Aviation operators to assure safe, reliable operation of their aircraft. Provides technical reports to engineering, manufacturing and upper management on problems with aircraft components and operation. Manages the activities of the Customer Service Engineers and Field Support Representatives to accomplish the above. Able to represent senior leadership to executive leaders at a customer company.
* JOB RESPONSIBILITIES *
Manages the technical service program by setting policies and standards regarding technical service provided to customers to maximize aircraft reliability, safety and promote customer goodwill.
Directs product improvement activities and responsible for gathering facts on operational and reliability problems, establishing priorities for corrective action, and providing liaison with Engineering to develop modifications where necessary.
Responsible for issuance of technical information to customers and maintenance agencies.
Provides feedback to Engineering regarding adequacy of publications indicating where revisions are necessary.
Maintains customer files including current airplane ownership, base location and basic operational data records.
Manages operation of Customer Service Hot-Line, providing 24-hour, 7-day response to customers’ requests for Textron Aviation technical support. Ensures that support is available for weekend and holiday AOG coverage.
Gathers data and provides analysis to propose solutions and business cases for presentation to senior management which includes corrective action options in conjunction with risk analysis and financial justification.
Assists with customer technical and support proposals by providing data and preparation assistance to ensure accurate and properly prepared information.
Directs Customer Service Engineers to monitor vendor and supplier product support programs for technical content and support provisions to ensure vendors are meeting requirements of the product support agreements.
Manages preparation and deliver of Textron Aviation Customers Conference programs and other technical presentations such as NBAA Technical Seminars and sales presentations to disseminate accurate support technical information.
Provide direction and oversight to Field Support Representatives tasks with supporting the greater global field service organization.
Maintain project deck and ensure timely resolution of assigned Product Support and Field Support projects
Assist with coordination of annual Field Support Representative (FSR) meetings.
* EDUCATION/EXPERIENCE: *
Bachelor’s degree in Business, Aviation Management, or related discipline required
Minimum 10 years of relavent experience is required
Leadership experience is required
A&P license or equivalent experience preferred
Pilots license preferred
* QUALIFICATIONS: *
Excellent Customer Service Skills
Excellent Verbal and Written Communication Skills
Ability to anticipate customer’s needs and demonstrate dedication in meeting the expectations and requirements of internal and external customers
Strong understanding of the Customer Service Network Interfaces
Proficient with the use of Microsoft office suite, with the ability to leverage various resources for data collection
Strong organizational abilities, including follow up to multiple issues with multiple resources
Must be able to deal with ambiguity and handle issues covering a variety of situations
Comfortable with direct customer interaction
Take your career higher at Textron Aviation.
Competitive starting salaries with growth potential
Health benefits beginning day one
Tuition assistance and continuing education programs
12-paid holidays a year
Paid parental leave options
A new career awaits.
As a federal contractor, Textron is required to comply with Executive Order 14042, which requires all employees to be fully vaccinated by December 8, 2021. To ensure compliance with the Executive Order, all new hires will be asked to provide their vaccination status upon hire and will need to be fully vaccinated by December 8, 2021, unless they request and receive a medical or religious accommodation.
_ The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. _
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
Pay Transparency Policy Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Job Flight Operations
Primary Location US-Kansas-Wichita
Recruiting Company Textron Aviation
Job Level Manager with Direct Reports
Shift First Shift
Req ID: 297727