Honeywell Kuala Lumpur, Malaysia
Position Purpose/Summary This is a Customer Support Manager role within the C&PS (Customer & Product Support) Commercial Aviation division. The Customer Support Manager will be responsible for driving improved customer experience for our Business & General Aviation (BGA) customers within the South East Asia region. This cross functional role requires complex problem solving skills and the ability to influence functions outside and within C&PS. This role is a member of the country specific Customer Core Team (CCT) and will interface directly with the in-country team on a regular basis. This role will report directly to the Sr. Manager of C&PS BGA for the APAC region. Responsibility : • Establish a management operating system (MOS) utilising salesforce.com (SFDC) with assigned BGA customers that includes regular performance reviews (Customer Service, Technical Support & promote portal/improvement initiatives), all accumulating in an improved BGA industry survey results. • Establish and drive execution of BGA survey improvement plans and reliability initiatives. • Responsible for communication and development of action plans as a result of Customer Effort Survey results for APAC BGA customers. • Lead new product/platform EIS at assigned BGA customers • Develop a plan and execute sustained closure of BGA Service Requests to their committed deadlines. • Lead BGA change management communication as it relates to business policies and systemic process changes. • Coordinate and lead BGA support recovery plans (delivery, quality, product performance). • Educate, train and promote utilisation of customer self-service tools. • Coordinate and lead Machine to Machine (M2M) deployment & sustainment. • Organise and host Honeywell BGA Operator Conferences • Attend and represent Honeywell C&PS at customer and industry events as required Key Responsibilities Project Management Project Planning YOU MUST HAVE Bachelor's degree in Business, Engineering or related field plus 2 years of relevant experience, or in lieu of degree, minimum 5 years of experience in Business, Customer Support, Engineering, Operations, Supply Chain and/or Program Management Minimum 2 years of indirect leadership experience, within a large global organization requiring interaction across multiple countries Min 5 years Aerospace/Aviation experience. Customer facing experience Demonstrated partnering skills with key internal and external customers Ability to quickly adapt to differing leadership styles across multiple customer business teams Demonstrated strong bias for action and strong internal network. Ability to learn / utilise numerous applications (examples, Sales Force, SAP, Tableau, and other complex tool sets) primarily through self-training.
May 27, 2019