Gestionnaire principal, Service à la Clientèle, Centre d’Excellence pour la Mise-en-Service des nouveaux programmes moteurs | Senior Manager, Customer Service Entry-into-Service Center of Excellence

RTX•Longueuil, QC

6d•Onsite

About The Position

In Customer Service Entry-into-Service (EIS) Center of Excellence (CoE) team, we believe that everything starts with our people. We foster a learning organization and inclusive culture by providing opportunities for development, growth and empowerment. We lead and govern the preparation for EIS of our new engine programs, implement state-of-the-art technical and commercial solutions for our customers, leverage latest technology, strive for proactivity, commit collectively and always act with integrity and respect. We’re looking for an experienced candidate to supervise and lead the team responsible for managing the Entry-into-Service activities of our new engine programs. If you are an enthusiastic people leader, highly customer centric, if you enjoy a dynamic team environment and have significant experience in project management, aerospace product support, customer business requirements and on-wing / off-wing maintenance practices, then this opportunity is for you. This is a full-time position exclusively performed on-site.

Requirements

Bachelor’s degree with more than 10 years of relevant experience OR Master’s degree with more than 7 years of relevant experience.
University degree in Aeronautics, Aerospace Engineering, Mechanical Engineering, or Electrical Engineering.
Strong project management skills.
Experience managing customer relationships (OEMs and operators) with a high level of tact and professionalism.
Experience in Customer Support, OEM integration, Engine Repair and Overhaul (MRO).
Excellent leadership, communication, and team management skills.
Strong computer skills, including PowerPoint, Excel, Word, Access, Enovia, or similar tools.
Willingness to travel occasionally, both internationally and domestically.
This position is part of a French-speaking work environment, it requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers or international colleagues.

Responsibilities

Supervise a team of EIS subject matter experts.
Lead Entry-into-Service program governance and drive activities with Customer Service disciplines, that include MRO facilities, service centers, mobile repair teams, part distribution, rental engines, tooling, technical publications, commercial services, warranty, technical publications, digital technologies, product performance, advanced engine health management, and more.
Collaborate closely with Customer Programs, engineering, marketing, business development and operations to define, monitor, track, and influence new engine programs deliverables.
Lead and coordinate EIS deliverables with CS disciplines, manage risks, identify and address systemic issues. evaluating, mitigating and reporting within the programs team.
Manage Entry-into-Service Budget requirements and prepare business cases.
Interface directly with partners, suppliers and customers, which requires a high degree of tact and courtesy.
Lead innovative activities to change the game in product and service experience
Use CORE methods to define efficient and standardized best practices for future product EIS.
Lead the EIS DHA (Discipline Health Assessment) by further developing or enhancing key EIS discipline like MSG-3, Human Factors, tooling management.
Define and incorporate lessons learned and best practices into all EIS Programs.
Conduct simulation events to identify system gaps and to develop necessary mitigation.
Maintain effective communications with key stakeholders, multidisciplinary and global team members. Prepare reports and presentations for senior leadership.