Lead Services Specialist - Customer Services Management

Role Description

This role involves managing all resources and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair, and refurbish sold or existing products.

• Includes all types of maintenance service (preventive and remedial)
• Manage maintenance facilities and field services engineering
• Responsible for departmental operations planning/execution
• Functions with some autonomy but guided by established policies or review of end results
• Allows modification of procedures and practices covering work as long as end results meet standards of acceptability (quality, volume, timeliness, etc.)

Role is located at the customer site in Pathankot, India.

Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area:

• Responsible for knowledge of assigned region, coverage area, or product lines and their associated configuration installations
• Represents the most direct access to all appropriate internal functions to support the customer
• Establish and maintain contact to provide ongoing technical and business support to assigned customers in designated geographic region or coverage area
• Includes direct people management responsibility including staffing and performance development
• Utilizes in-depth knowledge of a technical discipline and analytical thinking to execute policy/strategy
• Has knowledge of best practices and how own area integrates with others
• Aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address complicated manufacturing processes
• Acts as a resource for colleagues with less experience
• May lead small projects with low risks and resource requirements
• Explains information and develops skills to bring team members to consensus around topics within field
• Conveys performance expectations and may handle sensitive issues
• Perform other tasks as requested by the on-site PBL Business Leader

Qualifications

• Bachelor’s Degree from an accredited college or university (or a high school diploma / GED with a minimum of 4 years of experience in Customer Services Management)
• Minimum of 3 years of Customer Services Management experience
• Advanced experience in Services & Customer Service Management
• Hands-on experience in aircraft engine maintenance tasks, preferably on the T700 engines installed in the Apache platform or Turboshaft engines
• Ability to work with international customers to meet program goals and contractual requirements

Requirements

• Strong oral and written communication skills
• Demonstrated ability to analyze and resolve problems
• Ability to document, plan, market, and execute programs
• Established project management skills
• Humble: respectful, receptive, agile, eager to learn
• Transparent: shares critical information, speaks with candor, contributes constructively
• Focused: quick learner, strategically prioritizes work, committed
• Leadership ability: strong communicator, decision-maker, collaborative
• Problem solver

Benefits

• Relocation Assistance Provided: Yes
• This is a remote position