- Capacity to make decisions in the face of ambiguity.
- Ability to lead diverse groups.
- Lead through complexity and change.
- Pivot or adjust the organizational direction based on new conditions.
- Partner with customers, management, senior leaders to drive results and customer intimacy.
- JOB ID: HRD230753
- Category: Customer Experience
- Location: Building 197, Bunford Lane, Yeovil,Yeovil,SOMERSET,BA20 2YD,United Kingdom
- Exempt
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Senior Director Customer Management - Yeovil, United Kingdom - Honeywell
Description
Join a team recognized for leadership, innovation and diversity
Senior Director Customer SupportManagement - Aviation
Own and direct the
operational aspects of ongoing Customer & Product Support projects. Ensure
Honeywell is the customer's top choice by directing an efficient and effective
Customer & Product Support function. Establish the strategic direction for
(C&PS region/department).
You will lead high level
coordination between project management and business, planning, project team, supply
chain and line management. You will advise on projects and budgets. You will
analyze schedules and status reports Coordinate (global) efforts to meet
productivity, quality, and customers satisfaction goals and objectives. You
will set the strategy for enhanced project deployment and resolution.
Frequent and direct
interface with all levels of Airlines aftermarket customers, operators and/or
channel partners including Maintenance, Operators/Flight Operations
organizations.
Optimize MOS that drives
right and fast customer solutions and improves overall customer satisfaction on
our key customer surveys (Airbus, Boeing). Drive execution of key C&PS
Processes (service requests, survey improvement plans, reliability
initiatives). Demonstrate excellent process knowledge and demonstrate ability
to implement process rigor through organizations. Provide leadership and direction
to Sr. managers, and Customer Support Managers, peers and functional leaders.
Collaborate with cross-functional leadership and Aftermarket Business leaders
to address customer and service program issues with recommended process
optimization, drive process improvements, corrective actions and customer
solutions.
Develop relationships with key operators, channel partners and fractional
customers and lead C&PS activities and support /enforce ATR AM policies and
strategies in region. Drive operational process improvements based on the voice
of the customer and ensure service levels in region are commensurate to EMEAI
customer requirements.
Responsibilities and
Experience Summary:
Managing the Customer support/customer intimacy/Boeing
and Airbus survey
Specific to the airlines market
Lead Customer support managers in Europe, Middle East,
Africa and India
Delivering on Service Requests and customer escalations
- oversite and management of Stationary Holds and RCCA to reach
preventative actions
CRM management skills – specifically associated with
WE VALUE
Equal opportunity statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#TheFutureIsWhatWeMakeIt
