Job Listing Description

VP- Deputy Head of Customer Support

Legacy Engineering, a division of PDS Tech, is seeking candidates for Vice President, Deputy Head of Customer Support for the Regional Jet Development Program. 
This position is located in Nagoya, Japan.  

In this role, you will be responsible for all aspects of technical service development leading to 1st airplane delivery and service deployment to airline customers.  These responsibilities include:

  • Fleet Management functions and primary interface to Design Engineering
  • Company and Supplier service ready functions
  • Field service
  • 24x7x365 Operations Center
  • Service Engineering support to resolve in-service issues
  • Reliability and Maintainability
  • Ground support equipment design and services
  • Technical documentation development and maintenance

In addition, as a member of the Customer Support Leadership Team, this person will support other critical functions within Customer support, including:

  • Sales support, business development and overall services business growth strategy
  • Spare parts provisioning, part sales, and parts pooling services
  • Pilot, cabin, technical and ground training for customers

Work Location
The Primary Work Location will be Nagoya, Japan.  The Customer Support team will be located in both Japan and the United States.  As the installed base of aircraft grows world-wide, the center of operation for Customer Support may change.

Scope of Work
Manage the following functions within Customer Support:

Technical Services

  • Service Engineering teams organized by ATA to respond to customer technical aircraft queries  (AOG Priority within 24 hours)
  • Track aircraft and component reliability; provide customer reports
  • Produce service documents to notify all customers of fleet-wide issues
  • Manage customer engagement process associated with aircraft configuration changes (Airworthiness and economic)
  • Establish 24 x 7 x 365 technical help desk (Operations Center) to provide round-the-clock support for AOG priority issues

Fleet Management

  • Assist customer with EIS readiness by providing integrated Service Ready plans
  • Establish and manage on-site start-up teams at customer locations (including suppliers)
  • Provide Field Service technical support at customer locations
  • Manage customer process to escalate and resolve in-service technical and business issues; hold regular executive reviews with customers

Business Strategy Development & Customer Relationship Management

  • Establishing and managing customer requirements and commitments associated with airplane sales
  • Developing value-added services and management of Customer Support profit center
  • Establishing Key Performance Indicators aligned with customer expectations, and Ensuring overall customer satisfaction

Provide Leadership Support to:

  • Planning & Program Management
  • Spares, Logistics & Supply Chain

  • Flight Operations Engineering, including operations manuals and in-service support
  • Customer Training (including Pilot, Technical, Cabin and Ground Crew training)
  • Technical Publications (development, verification, certification, publication and revision control)

Expected Education, Experience and Skills:
  • Qualified candidates must hold an engineering degree from an accredited Engineering School. An advanced Engineering or Business degree is preferred.

  • Aircraft OEM experience

    • General understanding of commercial and/or regional aerospace OEM business
    • Has held senior executive leadership position in commercial/regional aerospace company
    • Understands the regulatory oversight required to maintain airworthiness
    • Experience working with airline executives, OEM engineering, manufacturing, and regulatory agencies to resolve in-service safety and reliability issues
    • Can support airplane sales process by representing the value of Customer Support, and ability to develop service programs that differentiate the Company.

  • OEM Customer Support experience
    • Develop, manage, grow profitable support businesses
    • Lead technical support for in-service aircraft (maintenance and flight operations)
    • Create, deliver and maintain of Instructions for Continued Airworthiness documents

  • New business startup – preferably new airplane program
  • Experience managing complex programs; demonstrate the ability to use program management best practices

Leadership Traits  (personality characteristics, attitudes)

  • Can work effectively in multi-cultural environment, preferable experience working with Japanese companies; comfortable in multilingual environment where real-time interpretation may be required
  • Experience working closely with airline executives (particularly engineering, maintenance, flight operations); knows customer needs, knows how customer uses and depends on Company Customer Support products and services
  • Has the energy and drive to work long hours required for new airplane program

Leadership Competencies

  • Ability to formulate and communicate a clear vision and articulate issues/concerns
  • Build strong personal and working relationships with Company leaders and customers
  • Ability to motivate and drive execution
  • Ability to “find a way” in a challenging and constrained environment
  • Ability to manage a global, multi-regional distributed management structure

Values & Motivation

  • Wants to be part of the leadership team responsible to bring a new airplane program into service
  • Values success of the larger organization over personal success
  • Enjoys teaching and developing those he/she works with

Job Number: 1710068161
Job Location: Nagoya,
Duration: 36 months
Input Date: 01/18/2018
Attention: Chad Dunavant
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630

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