Product Support Manager reporting directly to the VP Customer Support. You will be responsible for the management and co-ordination of all Customer Support requirements as well as motivation of a team of people across multiple functions in the Toronto site to achieve the Company and Customer expectations with two distinct areas of responsibility
Management of Customer Relationship with the Airframer and after market requirements:
o Understanding and presenting market requirements as well as development of the aftermarket support strategy for the program
o Create and manage spares sales forecasts
o Provide demand profiles to logistics to manage inventory levels to support the programs thru their life cycles.
o Coordinating the support of spares, technical publication and technical requirements through the relevant functional teams
o Establishing commercial policies and retrofit plans for the management of in-service issues
o Participating in the resolution of in-service technical events
o Working with the FAL Support Manager and his team to address issues at FAL
o Supporting Airline working groups (ATA 32 working group) and representing Safran Landing Systems at Operators Conference, Airframe Regional Reviews and Advisory Committee Meetings
o Interfacing with CSDs/CSMs regarding resolution of Airlines in-service issues
o Liaising with other functions to achieve customer requirements while meeting the business objectives.
o Managing the delivery of support elements (technical publications, initial spares provisioning, price catalogues, GSE list, training material etc.)
o Liaising between the Customer, Engineering, the Customer Support teams and Programme Management.
o Interfacing with functional managers and program directors for yearly budget identification and validation.
o Presenting and explaining the aftermarket support performance to senior management.
o Leading process improvement initiatives for the PSM Team through Green Belt Projects.
You will need to be qualified to degree level or equivalent in an engineering or business discipline, you must be a proactive and customer-focused individual with excellent interpersonal and communication skills, coupled with good problem solving skills and a broad commercial awareness.
The role will include frequent travel and therefore applicants must be deemed medically fit to travel regularly.
574 Monarch Avenue Ajax L1S 2G8