Director Customer Support Management - AEROSPACE

Job Description

Leading a team of Customer Support Managers (CSMs) in the Middle East, India, and Africa Region Location.

This posting is for the Director position within the Customer Support EMEAI team for the Middle East, India, and Africa Region. The role is responsible for leading a team of Customer Support Managers and focused on developing and driving a world-class customer experience for our Aftermarket Airline customers located in the Middle East, India, and Africa.

The role requires complex problem-solving skills and the ability to influence functions both outside and within Customer and Product Support. This role will report directly to VP Customer Experience EMEAI

Responsibilities

• Establish and maintain strategic relationships with customers and internal stakeholders across the Middle East, India, and Africa region
• Improve customer perception in the region and enhance ranking in industry surveys
• Drive Customer Connect contact plan to provide consistent, personalized messaging to end operators in coordination with other regions
• Collaborate with the regional team to coordinate and host Honeywell events in the region, including Operator Conferences, Forums, Customer Appreciation Events, etc.
• Drive sales leads within the region as defined and measured by the Aero sales leads program
• Develop and deploy a Management Operating System (MOS) that drives timely and effective customer solutions and improves overall customer satisfaction on key customer surveys
• Lead cross-functional activities to resolve complex customer issues requiring collaboration across multiple functions
• Influence functions outside of Customer Support Management to drive improvements impacting Honeywell’s ability to meet contractual commitments, particularly Integrated Supply-Chain (ISC), Engineering, Contracts, and Aftermarket Business Teams
• Lead initiatives with regional Aftermarket Airline customers to ensure compliance with Export Compliance requirements by collaborating with the global Export Compliance team
• Maintain strong relationships with key partners and vendors to ensure service excellence
• Drive execution of key Customer Support processes (service requests, entry into service, survey improvement plans, reliability initiatives)
• Demonstrate excellent process knowledge and implement process rigor throughout the organization
• Provide leadership and direction to a diverse, regional team
• Develop a Regional Communications Strategy for content related to customer support and Honeywell promotion
• Actively participate in and promote Honeywell at industry events
• Manage VIP escalations and ensure timely communication
• Manage disputes
• Collaborate with OEM teams to support regional Airline OEM programs and support
  
  

• Bachelor’s degree in Business, Engineering, or related field
• Minimum 6-8 years of total experience across Business, Customer Support, Engineering, Operations, Supply Chain, and/or Program Management; with at least 2 years preferably within Honeywell Supply-Chain
• Minimum 2 years of experience in a direct customer-facing role
• Minimum 2 years of leadership experience, including managing or strongly influencing others
• Exceptional English language skills, both spoken and written
• Ability to travel seamlessly with minimal impact on regular work schedule, estimated at 50%
  
  

• MBA or other advanced degree preferred
• Six Sigma Blackbelt certification preferred
• PMP certification preferred
• Experience with Honeywell Operating System (HOS) and sales
• Demonstrated partnering skills with key internal and external customers
• Strong bias for action and ability to build and leverage internal networks
• Excellent verbal and written communication skills; capable of presenting on behalf of Honeywell at large conferences
• Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
• Demonstrated ability to develop people and recruit top talent; strong leadership skills with effective influence across all organizational levels and functions
• Strong program management skills and financial acumen
• Proven track record managing diverse, global teams
• Business acumen related to contractual requirements
• Demonstrated thought leadership and application of Artificial Intelligence strategies to drive productivity and critical learning across organizations