Regional Airline Support Manager

GOODRICH AEROSTRUCTURES SERVICE CENTER - ASIA PTE. LTD.; Singapore; On-site; SGD 75,000 - 100,000; Full time

Job summary

A leading aerospace company in Singapore is seeking a Manager of Customer Support to lead a team focused on enhancing customer engagement and satisfaction. The ideal candidate will have substantial experience in leadership, continuous improvement, and strong relationship-building skills. Responsibilities include collaborating with internal teams, managing customer expectations, and fostering a proactive customer engagement culture. Competitive compensation and the opportunity to travel are included.

Qualifications

• Bachelor’s degree and 8 years of prior relevant experience, or an Advanced Degree and minimum 5 years experience.
• Proven formal or informal leadership experience.
• Experience with Continuous Improvement Tools.
• Experience managing multiple projects simultaneously.

Responsibilities

• Lead the team of airline support managers to ensure customer support.
• Drive integration between ASM and MRO organizations.
• Manage customer expectations and engagements.
• Collaborate with senior leadership globally.

Skills

Relationship building

Presentation skills

Reading Engineering Drawings

Education

Bachelor’s degree

Advanced Degree in a related field

Tools

Excel

Power BI

Tableau

TeamCenter

SharePoint

SAP

MS Dynamic

Salesforce

CATIA

Job description

Primary Responsibilities

• Lead and develop the team of airline support managers safeguarding a strong culture of Customer Support
• Drive integration and collaboration between the ASM team and the local MRO organization
• Manage team for optimal customers support to Airline customers in region by driving a proactive customer engagement philosophy.
• Manage customer expectations, drive operator behavior, create balanced conversations on service levels, educate on product complexity, convey support solutions driving commercial opportunities for Collins, promote internal initiatives and changes, while ensuring excellent CX.
• Collaborate with sr. leadership globally to plan and execute cross team operational initiatives
• Foster an environment of collaboration with other Aftermarket support functions i.e., AMTS, MRO & SPARES to ensure coordinated customer response for both technical and commercial solutions
• Identify and implement continuous improvement initiatives and develop standard process / job instructions
• Build relationship with OEM Customer field support function staff
• Provide insight customer strategies relative to flight operations, maintenance philosophy, business practices and functional organization to aid Collins business decisions and business plan development.
• Interface directly with airline personnel at all levels to ensure exceptional customer experience
• Assess opportunities to partner with airlines to support field data collection
• Support Operator/OEM conferences with technical nacelle solutions
• Able to travel up to 25% domestically and internationally when circumstances permit

Education required:

• Bachelor’s degree and 8 years of prior relevant experience OR
• Advanced Degree in a related field and minimum 5 years experience

Work experience required:

• Proven formal or informal Leadership experience
• Experience with Continuous Improvement Tools
• Experience managing multiple projects simultaneously
• Experience with customer engagement

Skills required:

• Flexible and motivated with strong relationship building skills - internal, external with customers and suppliers
• Able to communicate and make presentations to senior level leadership
• Able to read Engineering Drawings

Preferred Qualifications

• Possess Nacelle / Engine component knowledge and understands manuals (AMM, CMM, IPC, SRM) & CATIA
• Analytical skills including tools such as: Excel, Power BI, Tableau or other data analytical software
• TeamCenter, SharePoint, SAP experience
• Experience with CRM software: MS Dynamic, Salesforce etc
• Experience with Lean or Six Sigma
• Experience with CATIA