Lead Services Specialist - Customer Services Management
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Role Description
This role involves managing all resources and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair, and refurbish sold or existing products.
Includes all types of maintenance service (preventive and remedial)
Manage maintenance facilities and field services engineering
Responsible for departmental operations planning/execution
Functions with some autonomy but guided by established policies or review of end results
Allows modification of procedures and practices covering work as long as end results meet standards of acceptability (quality, volume, timeliness, etc.)
Role is located at the customer site in Pathankot, India.
Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area:
Responsible for knowledge of assigned region, coverage area, or product lines and their associated configuration installations
Represents the most direct access to all appropriate internal functions to support the customer
Establish and maintain contact to provide ongoing technical and business support to assigned customers in designated geographic region or coverage area
Includes direct people management responsibility including staffing and performance development
Utilizes in-depth knowledge of a technical discipline and analytical thinking to execute policy/strategy
Has knowledge of best practices and how own area integrates with others
Aware of the competition and the factors that differentiate them in the market
Uses some judgment and has some ability to propose different solutions outside of set parameters to address complicated manufacturing processes
Acts as a resource for colleagues with less experience
May lead small projects with low risks and resource requirements
Explains information and develops skills to bring team members to consensus around topics within field
Conveys performance expectations and may handle sensitive issues
Perform other tasks as requested by the on-site PBL Business Leader
Qualifications
Bachelor’s Degree from an accredited college or university (or a high school diploma / GED with a minimum of 4 years of experience in Customer Services Management)
Minimum of 3 years of Customer Services Management experience
Advanced experience in Services & Customer Service Management
Hands-on experience in aircraft engine maintenance tasks, preferably on the T700 engines installed in the Apache platform or Turboshaft engines
Ability to work with international customers to meet program goals and contractual requirements
Requirements
Strong oral and written communication skills
Demonstrated ability to analyze and resolve problems
Ability to document, plan, market, and execute programs
Established project management skills
Humble: respectful, receptive, agile, eager to learn
Transparent: shares critical information, speaks with candor, contributes constructively
Focused: quick learner, strategically prioritizes work, committed
Leadership ability: strong communicator, decision-maker, collaborative
Problem solver
Benefits
Relocation Assistance Provided: Yes
This is a remote position
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