Customer Support Director

2 weeks ago

Riyadh, Saudi Arabia Collins Aerospace Full time

**Customer Support Director**

**Role Overview**

The Customer Support Director (CSD) is a direct customer facing role bringing exceptional customer service to our valued customers in Saudi Arabia. The CSD will be working collaboratively onsite with the customer to understand and prioritize their issues and working internally as a liaison between Collins Business Units and the customer to ensure complete situational awareness of the customers’ requests, issues, challenges & opportunities.

The position is located onsite, with our customer, in Jeddah, Saudi Arabia with regular travel within country in support of our customers.

**Primary Responsibilities**
The Customer Support Director is responsible for meeting the overall central Collins service level objectives including:

- Assess overall relationship health and customer affinity of assigned customers, and develop and execute action plans to improve/maintain the relationship
- Deliver exceptional customer service and act as One Collins point of escalation
- Drive improvements to customer scorecards and key performance metrics using both tactical and strategic approaches to address issues
- Implement, track and drive closure of any action items
- Collect, analyze, and report performance and reliability metrics using tools such as SAP, tableau, and salesforce
- Track and plan retrofit & upgrades configurations for the customer’s fleet, align and collaborate internally to resolve potential allocation conflicts
- Communicate, track, and mitigate urgent and critical customer needs including AOGs and MELs, spares and repair orders
- Coordinate delivery improvement plans with associated sites and business units
- Assist in building and improving customer relationships, encouraging partnership and collaborative opportunities to engage the customer
- Provide Voice of the Customer feedback to leadership including proactive identification of key areas of concern and improvement opportunities
- Coordinate in-country business, technical reviews & executive visits
- Internal and external reporting of MRO and spares delivery performance
- Monitor performance and component trends to identify strategic planning & collaboration opportunities
- Develop a depth and breadth of understanding of the customer organization and identify key areas of concerns to help facilitate issue resolution, relationship management, and fleet support and collaboration opportunities.

**Minimum Qualification and Requirements**
- Bachelor’s degree in an appropriate discipline (such as business, engineering or a similar field) with a minimum of 10 years working experience in a relevant field such as program management, operations, customer account management in multinational Airports or Aviation organization, **OR**:

- An Advanced Degree and minimum 7 years’ relevant work experience
- Working experience should include knowledge and insight to airline operations and aerospace aftermarket while managing the program complexity, developing issue mitigation and closure strategies while driving disciplined milestone timelines and proactive communication.
- Proficiency in MS Office suite tools such as Outlook, PowerPoint, Word, Excel
- Excellent Communication (written & verbal) & presentation ability in the English Language and can communicate comfortably with senior leadership
- Communication skills (written & verbal) & presentation ability in Arabic language would be preferred
- Project or program management experience would be preferred
- Ability to work with a moderate degree of autonomy and be proactive versus reactive
- Excellent ability to understand, prioritize and effectively communicate issues/needs for the customer while also managing the needs and complexities of the business.
- Ability to develop and foster relationships as well as effectively communicate & lead influentially is a must for success
- A proficient level of technical insight and acumen is required to successfully manage customer and internal awareness on any issues impacting operations for our customers
- Ability to work effectively in a matrixed team environment locally and globally while managing responsibilities effectively across time zones, work cultures and business units
- Problem-solving skills with the ability to manage a wide range of difficult and unique situations and can source solutions to customer requirements or issues
- Excellent attention to detail and quality
- Ability to travel (around 50%) frequently within Saudi Arabia to visit our customers and occasional international travel may be required

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