Director, Product Support

Saab•East Syracuse, NY

4d•Onsite

About The Position

The Director, Product Support is a member of the Operations leadership team, reporting to the Senior Director, Customer and Product Support. This position interfaces with senior program and project stakeholders and is in a customer-facing role. Additionally, this position integrates activities with enterprise service organizations (IT, Security, Human Resources and Supply Chain) through collaboration by establishing priorities and effectively planning, scheduling, and coordinating service deliverables. Responsibilities may include but are not limited to: Responsible for the operational direction and day-to-day execution of Saab, Inc. Product Support Operations in support of Saab Inc., products and programs. Core functional capability areas include: Customer Service Field & Technical Support Depot Operations Sustainment Program Management Liaison with customers to understand their operational needs and long-term objectives. Implement strategies to achieve the requirements and objectives of customers and business areas. This includes: Driving synergies through the integration of processes amongst business areas that provide value to the customer. Defining and implementing cost, schedule and technical performance measures and mechanisms to monitor performance of all product support functions. Driving consistency in cost collection and performance measurement to improve our understanding of the cost of all product support activities. Developing, mentoring, and leading a diverse employee base; hiring and retaining exceptional talent ensuring readiness to execute product support strategies. Providing influence and guidance across business areas and organizations to continuously advance life cycle management integration and value recognition. Leading the growth of a functionalized business area to meet all the product support operations needs of the broader business. Partnering with business development to lay the groundwork for customer’s aftermarket support solutions. Supporting proposal development efforts for the business areas. Planning, prioritizing, and managing all product support-related investment, capital, and overhead financed activities. Anticipating potential risks to the product support functional area, developing corresponding contingency plans, and managing important unplanned events Being a voice for the customer and striving to make the experience with our products overwhelmingly positive.

Requirements

Bachelor’s degree in an engineering, business, or related technical discipline with 15+ years of related experience, including 5+ years of management experience.
Extensive technical understanding of surveillance systems, aeronautics, or other high technology systems within Defense and Air Traffic Management.
Equivalent combination of education, training and experience considered.
Strong leadership, organizational management, and planning skills.
Strong communication and team building skills.
Strong influencing skills in a highly matrixed environment.
Successful working in a dynamic, fast-paced environment.
Solid strategic planning and implementation experience.
Proven ability to successfully plan and manage operational budgets.
Proven ability to quickly pivot to address business needs.
Possess the highest levels of leadership integrity, openness, compliance, and honesty in all business interactions.
Must have, or be able to obtain, a secret security clearance.
Must be a U.S. citizen.
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Nice To Haves

Master’s degree preferred.
Experience managing customer service call centers supporting fielded products
Experience managing Depot Operations to include company owned, commercial customer owned, and government property management
Sustainment Program Management supporting the DoD

Responsibilities

Responsible for the operational direction and day-to-day execution of Saab, Inc. Product Support Operations in support of Saab Inc., products and programs.
Customer Service Field & Technical Support
Depot Operations
Sustainment Program Management
Liaison with customers to understand their operational needs and long-term objectives.
Implement strategies to achieve the requirements and objectives of customers and business areas.
Driving synergies through the integration of processes amongst business areas that provide value to the customer.
Defining and implementing cost, schedule and technical performance measures and mechanisms to monitor performance of all product support functions.
Driving consistency in cost collection and performance measurement to improve our understanding of the cost of all product support activities.
Developing, mentoring, and leading a diverse employee base; hiring and retaining exceptional talent ensuring readiness to execute product support strategies.
Providing influence and guidance across business areas and organizations to continuously advance life cycle management integration and value recognition.
Leading the growth of a functionalized business area to meet all the product support operations needs of the broader business.
Partnering with business development to lay the groundwork for customer’s aftermarket support solutions.
Supporting proposal development efforts for the business areas.
Planning, prioritizing, and managing all product support-related investment, capital, and overhead financed activities.
Anticipating potential risks to the product support functional area, developing corresponding contingency plans, and managing important unplanned events
Being a voice for the customer and striving to make the experience with our products overwhelmingly positive.