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11 days ago
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Customer Management Regional Director


United Technologies
Location: Monroe, Louisiana
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
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When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of UTC Aerospace Systems. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us.

At UTC Aerospace Systems, we’re ushering in a new era of customer service, with sophisticated tools that enable real-time customer connections and service anticipation techniques. We combine these innovations with responsive repair performance, product support and issue resolution for our global customers. Anytime. Any place. It’s this kind of best-in-class support that has kept our customers coming back for the past 100 years. Want to join the largest aftermarket network in the industry, with more than 50 maintenance, repair and overhaul (MRO) locations across 26 countries? You can learn from the best while bringing your fresh perspective and enthusiasm for customer service to our team. If those closest to you would use the words “reliable” and “dependable” to describe you, you could be a good fit for our team!

We have an immediate need for a Customer Management Regional Director who is responsible for providing guidance to a team of 4-6 Performance Program Managers in regions IATA II & III. Objectives of the team are to drive satisfaction for key customers by improving the overall MRO and Spares service level to the customer. These service level requirements are defined by customer expectations, terms and conditions of the Product Support Agreement and/or applicable contractual agreements. Success for this team is measured by internal metrics, customer metrics, scorecards and customer feedback. Due to the nature of the position, it is critical for the Customer Management Regional Director to be flexible in timing and work schedules to accommodate the team located in regions IATA II & III. This position can be in Windsor Locks, CT or Monroe, NC.

Primary Responsibilities:

* Meeting the overall service level objectives including:
* Plan and lead the execution of the overall performance program management mission and its activities in accordance with the goals of the organization

* Develop new initiatives to support the strategic direction of the company and Customer Management organization
* Develop and implement long-term goals and objectives to achieve the successful outcome of the initiatives
* Program leadership and communication for UTAS MRO & Spares performance activities
* Key focal for escalation of key customer issues
* Drive improvements to customer scorecards and key performance metrics
* Assist in building customer relationships at the senior management level
* Develop strategy for the continuous improvement of the customer experience
* Develop and mature internal Performance Program Management processes
* Support key performance reviews both internal and external
* Ownership including reporting and maintenance of internal performance executive level reports

Qualification: Basic Qualifications:

* 6 years of experience in Operations/Manufacturing environment that includes leadership and management of people experience
* Tangible financial/business experience

Preferred Qualifications:

* Strong work ethic
* Excellent interpersonal skills and written/verbal communication skills
* Well versed in Microsoft Access, Excel and PowerPoint
* Ability to develop and provide leadership for a global team is highly desired
* Be able to build and leverage relationships across the company and key customer base to deliver expected results both internal and external
* Experience in the aerospace industry is strongly preferred
* Experience in program management is desired.
* U.S. Person status required

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Education:
* Bachelor’s Degree with 10 years of experience
* Master’s Degree with 4-7 years of experience

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of UTC Aerospace Systems. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us.

At UTC Aerospace Systems, we’re ushering in a new era of customer service, with sophisticated tools that enable real-time customer connections and service anticipation techniques. We combine these innovations with responsive repair performance, product support and issue resolution for our global customers. Anytime. Any place. It’s this kind of best-in-class support that has kept our customers coming back for the past 100 years. Want to join the largest aftermarket network in the industry, with more than 50 maintenance, repair and overhaul (MRO) locations across 26 countries? You can learn from the best while bringing your fresh perspective and enthusiasm for customer service to our team. If those closest to you would use the words “reliable” and “dependable” to describe you, you could be a good fit for our team!

We have an immediate need for a Customer Management Regional Director who is responsible for providing guidance to a team of 4-6 Performance Program Managers in regions IATA II & III. Objectives of the team are to drive satisfaction for key customers by improving the overall MRO and Spares service level to the customer. These service level requirements are defined by customer expectations, terms and conditions of the Product Support Agreement and/or applicable contractual agreements. Success for this team is measured by internal metrics, customer metrics, scorecards and customer feedback. Due to the nature of the position, it is critical for the Customer Management Regional Director to be flexible in timing and work schedules to accommodate the team located in regions IATA II & III. This position can be in Windsor Locks, CT or Monroe, NC.

Primary Responsibilities:

* Meeting the overall service level objectives including:
* Plan and lead the execution of the overall performance program management mission and its activities in accordance with the goals of the organization

* Develop new initiatives to support the strategic direction of the company and Customer Management organization
* Develop and implement long-term goals and objectives to achieve the successful outcome of the initiatives
* Program leadership and communication for UTAS MRO & Spares performance activities
* Key focal for escalation of key customer issues
* Drive improvements to customer scorecards and key performance metrics
* Assist in building customer relationships at the senior management level
* Develop strategy for the continuous improvement of the customer experience
* Develop and mature internal Performance Program Management processes
* Support key performance reviews both internal and external
* Ownership including reporting and maintenance of internal performance executive level reports

Qualification: Basic Qualifications:

* 6 years of experience in Operations/Manufacturing environment that includes leadership and management of people experience
* Tangible financial/business experience

Preferred Qualifications:

* Strong work ethic
* Excellent interpersonal skills and written/verbal communication skills
* Well versed in Microsoft Access, Excel and PowerPoint
* Ability to develop and provide leadership for a global team is highly desired
* Be able to build and leverage relationships across the company and key customer base to deliver expected results both internal and external
* Experience in the aerospace industry is strongly preferred
* Experience in program management is desired.
* U.S. Person status required

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Education:
* Bachelor’s Degree with 10 years of experience
* Master’s Degree with 4-7 years of experience

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Apply

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