May 27, 2019

Sr C & PS Project Management Specialist

  • Honeywell
  • Kuala Lumpur, Malaysia
Full time Business Development Executive Management Strategy-Planning

Job Description

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.