Manager, Regional Customer Service - EU & Middle East - Hybrid

Date Posted:
‎2023-‎05-‎23
Country:
United Arab Emirates
Location:
Goodrich Customer Services Inc., Rd ‎36-RM, Plot-S50604, PO Box ‎17698, Jebel
Ali Free Trade Zone (South), Dubai, UAE
Position Role Type:
Unspecified
This position is responsible for maintaining quality and consistency of
service by documenting and identifying trends in customer service needs.
Ideally this individual would sit at a Collins Interiors location (Leighton
Buzzard, UK, Wroclaw, Poland, or Dubai, UAE) for a hybrid role.
Primary Responsibilities:
* Performs duties related to overall customer service.
* Provides support to internal stakeholders with regard to customer concerns.
* Coordinates with MRO organizational leadership to identify business opportunities.
* Supervises customer-facing personnel responsible for order management activities.
* Maintains knowledge of the Collins Aerospace organization and products to provide appropriate information and support to customers.
* Consistently models behavior and communication that demonstrates customer service excellence.
* Cultivates the relationship between the customer and the MRO organization; serves as focal for key regional MRO customers.
* Supervises teams including all levels of employees and team leaders performing customer service duties to ensure customer expectations are met and exceeded.
* Direct oversight of Site Customer Service MRO personnel
* Directional guidance for other locations-based CS MRO activities
* Confers with customers by telephone, electronically, or in person to ensure delivery of quality services.
* Guides and assists team with strategies to manage difficult issues.
* Ensures employees adhere to the organization-wide customer service strategy, policies, and procedures concerning customer communication; recommend site-level improvements where appropriate.
* Monitors and responds to MRO customer service metrics requirements.
Basic Qualifications:
* Typically requires University Degree and minimum ‎8 years prior relevant experience or an Advanced Degree in a related field and minimum ‎5 years of experience or in absence of a degree, ‎12 years of relevant experience.
Preferred Qualifications:
* Demonstrated leadership in a customer-facing environment - true voice of the customer
* Business communication skills preferred
* Proficiency with Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
* Proficient in Excel Pivot Tables and Formulas
* ERP experience
* Strong external/internal presentation skills
* Ability to work in Leighton Buzzard, UK, Wroclaw, Poland, or Dubai, UAE preferred. EU/Middle East based remote option may be considered for the ideal candidate.
Collins Aerospace, a Raytheon Technologies company, is a leader in
technologically advanced and intelligent solutions for the global aerospace
and defense industry. Collins Aerospace has the capabilities, comprehensive
portfolio and expertise to solve customers' toughest challenges and to meet
the demands of a rapidly evolving global market.
At Collins Aerospace, our Interiors team is focused on innovation, safety and
cost efficiency. But we don't just get people from point A to point B. We're
committed to making air travel more comfortable, connected and secure. As a
leader in aviation interior products and services, we're helping airlines and
original equipment manufacturers create a positive experience for their
customers. With offices and manufacturing facilities in more than ‎12 states
across the U.S. and more than ‎10 countries around the globe, we're changing
the game of aircraft interiors. Are you ready to join our team?
Collins Aerospace Diversity & Inclusion Statement:
Diversity drives innovation; inclusion drives success. We believe a
multitude of approaches and ideas enable us to deliver the best results for
our workforce, workplace, and customers. We are committed to fostering a
culture where all employees can share their passions and ideas so we can
tackle the toughest challenges in our industry and pave new paths to limitless
possibility.
WE ARE REDEFINING AEROSPACE.
* Please consider the following role type definitions as you apply for this role.
Onsite: Employees who are working in Onsite roles will work primarily
onsite. This includes all production and maintenance employees, as they are
essential to the development of our products.
Hybrid: Employees who are working in Hybrid roles will work regularly
both onsite and offsite. Ratio of time working onsite will be determined in
partnership with your leader.
Remote: Employees who are working in Remote roles will work primarily
offsite (from home). An employee may be expected to travel to the site
location as needed.
Regardless of your role type, collaboration and innovation are critical to
our business and all employees will have access to digital tools so they can
work with colleagues around the world - and access to Collins sites when their
work requires in-person meetings.
At Collins, the paths we pave together lead to limitless possibility. And the
bonds we form - with our customers and with each other - propel us all higher,
again and again.
Apply now and be part of the team that's redefining aerospace, every day.
Raytheon Technologies is An Equal Opportunity/Affirmative
Action Employer. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability or veteran status, age or any
other federally protected class.
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