Aftermarket Product and Service Manager

Job description

Zodiac Aerospace is a world leader in aerospace equipment and systems for commercial, regional and business aircraft and for helicopters and spacecraft. It develops and manufactures state-of-the-art solutions to improve comfort and facilities on board aircraft and high-technology systems to increase aircraft performance and flight safety. Zodiac Aerospace, a Safran* company since February 2018, has 32,500 employees worldwide and generated revenue of 5.1billion euros for its fiscal year ended August 31, 2017. Zodiac Aerospace is listed on the Euronext Paris stock exchange.

* Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with nearly 58,000 employees and sales of 15.8 billion euros in 2016. Safran is listed on the Euronext Paris stock exchange, and is part of the CAC 40 and Euro Stoxx 50 indices.

For more information: www.safran-group.com and www.zodiacaerospace.com / Follow @Safran and @ZodiacAerospace on Twitter

SUMMARY:

The Aftermarket Product & Service Manager acts as direct liaison between Zodiac Executive Aircraft Inserts (ZXAI) and OEM customers - e.g. Gulfstream, Bombardier, Textron - on all aftermarket customer support initiatives including but not limited to in-service product troubleshooting, product return, ensuring quick TAT on repair, on-demand service (ODS), product training, and spare part availability.

Support the sales team in growing OEM and MRO customers, supporting preparation for trade shows, providing to customer latest and newest versions of user manuals, quick start guides, installation drawings, training, and reporting on “on-time delivery” (OTD) KPIs, product reliability, spare parts and repairs and other relevant in-service analysis with the intent to identify and lead execution of corrective actions and to ensure timely resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

· Be proactive in managing day-to-day relationship with OEM and MRO customer’s aftermarket teams with the intent to identify what support is needed and to implement action plans
· Act as direct liaison between ZXAI and OEM customers on every aftermarket customer support request in line with the supplier compliant matrix
· Work across functional lines to translate market trends and opportunities into supported business plans.
· Present quarterly business reviews on product delivery to need, delivery to promise, top customer dissatisfaction/product failure, removal rate, corrective actions, lead time reduction, Turn-around-Time on repairs and more
· Visit customers to understand and map customer aftermarket process to ensure optimizations and improvement are archived on both sides. Listen, resolve, track and monitor in-service customer requests
· Report all findings and ensure follow-up with customers
· Work cross-functionally to bring the voice of the customer across all internal ZXAI departments/functions
· Organize bi-weekly phone calls with aftermarket OEM teams to proactively lead the conversation on product support
· Provide prompt written and/or verbal response to customer specific questions
· Develop training materials on new products and perform customer training together with Sales
· Organize workshops to prevent product failure and discuss possible design changes.
· Must be able to present and talk to both small and large groups comfortably.
· Work closely with Program Managers and Operations Managers, serve as the liaison for new product entry into service, overseeing the proper transition from program development to aftermarket
· Travel approximately 20% of the time, as needed (including internationally)

Experience/Education and Certification Requirements:

Candidate must have an engineering degree in mechanical or equivalent technical degree.

Alternatively, B.S. or B.A. degree in a related field and a minimum of three to five years sales or marketing experience. Aviation experience is a plus but not required. Microsoft Office skills required; Database skills preferred. Familiarity with ERP systems a plus

Qualifications:

· Strong communication skills, oral and written, excellence in driving urgency and clarity at multiple levels within an organization. Able to construct concise and thorough written communication and can verbally communicate to achieve the desired result.
· Multi-tasking - has the ability to handle multiple projects simultaneously – proactive
· Interpersonal Skills – Open to listen, serve customers (internal and external), resolve conflict, work well with and for others
· Planning/Organization – Independently and proactively with the guidance of Manager, prioritize and plan work activities; use time efficiently; develop realistic action plans
· Commitment to Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality
· Adaptability - Open to new ideas and changes in the work environment. Think quickly and able to deal with high-stress situations; must possess flexibility to move from one topic to the next
· Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals. Complete tasks on time or notify appropriate person with an alternate plan

Work Environment :

· The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The moderate noise level is typical of working in an office environment.

Travel:

·
Position requires intense travel (up to 20%) - sometimes on short notice and internationally.

Equal Employment Opportunity and Affirmative Action Statement

It is the policy of Zodiac Aerospace to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex, sexual preference, gender identity, pregnancy, age, national origin, disability, military or veteran status, citizenship status, genetics, or any other characteristic protected by applicable federal, state, and local laws. We are strongly committed to this policy and believe in the concept and spirit of the law.
If you are applying for a job in the United States and need a reasonable accommodation for any part of the employment process, please email our Human Resources Department at and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

ID: XAI - 7121