Product Support Manager

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.