The Product Support Manager oversees the support team's operations by managing warranty claims, project oversight, and ensuring compliance with regulatory and manufacturing standards. They lead investigations into service issues, support budget development, and enhance departmental efficiencies while collaborating with various engineering departments and maintaining a strong focus on customer satisfaction.
Responsibilities:
- Ensure the team is gathering reliability data from the field and supporting investigations into warranty claims;
- Provides resolution of issues and monitors integration of work;
- Responsible for oversight of small projects or multiple tasks within functional discipline;
- Reviews technical concepts of projects to ensure customer, regulatory, assembly, and manufacturing requirements are met;
- Deploy the necessary resources to support the business and ensure the correct staffing level are in place to support the departments workload;
- Adheres to all Collins rules and codes of conduct;
- Work with the other Engineering departments to ensure lessons learned and product improvement ideas are implemented in new system designs;
- Performs other duties as required;
- Investigate airline in-service issues and coordinate the resolution of these issues by being leader of the investigation team;
- Provide Engineering support to the Global Network of service centers (Global Maintenance, Repair and Overhaul (MRO) centers);
- Supports development and management of department budgets;
- Audits work area for safety compliance;
- Develop standard work for the department and continue to drive improvements leveraging the ACE tools to help increase department efficiencies;
- Work with the department to integrate the Customer Response Center’s (CRC) standard tools and support 24/7 product support efforts.
Requirements:
- Strong interpersonal communication skills, both verbal and written;
- Project and Personnel Management;
- Effectively present information in one-on-one and small group situations to customers, clients, and other employees;
- Familiarity with ISO processes;
- Customer Service, military experience and Sales background with Dept. of Defence;
- Advanced knowledge of Value Stream Mapping process and ability to co-lead discussions;
- Participate in Executive meetings such as PMC representing Support;
- Participate in budget planning working sessions to provide for an effective and efficient operation. Responsible for meeting set budget;
- Prioritize client experience over other metrics. Handles escalations as needed. Responsible for ensuring client needs are met;
- Complete command of the business on a strategic level – Opportunities for Improvement, Strategy, Projects & Initiatives etc;
- Motivate, mentor and provide feedback to staff and help establish and maintain career development;
- Maintain knowledge of all RealPage products and services as well as being a liaison between internal clients and the support group;
- Maintain knowledge of departmental policies and procedures;
- Work with global support organization. Own at least 2 project and is responsible to see them through completion;
- Supervise a team of support leaders.
Similar Jobs
Financial Services
As a Change Associate within APAC DPS, you will support the implementation of digital solutions across teams, utilizing various tools for operational problems, managing documentation, and conducting research on fintech technologies. You will enhance efficiency and communicate with stakeholders while navigating innovative technology solutions.
Top Skills:
AlteryxPegaPythonUipath
Artificial Intelligence • Cloud • Fintech • Professional Services • Software • Analytics • Financial Services
The Partnerships Intern supports the Strategic Partnerships team with data tracking, evaluating partnership performance, and assisting with automation. Responsibilities include collecting data, reporting, and building relationships across various departments.
Top Skills:
ExcelGoogle DocsWord
Financial Services
As a Tech Risk & Controls Lead, you will mitigate compliance and operational risks while providing subject matter expertise in cybersecurity. Key responsibilities include identifying and quantifying technology risks, ensuring effective controls, and maintaining relationships with technology partners. You will drive innovative risk management solutions and oversee reporting and governance of controls.
What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
