Mgr, Product Support

Job description

What are your contributions to the team? • Manage all activities within a designated geographical region to ensure superior customer support is maintained for the economic, safe and efficient use of Bombardier Business Aircraft products; • Be accountable for the overall success of the regional area including: overall financial & operational responsibilities; effective management of regional resources; • Manage the performance of staff through employee reviews (PMPs), goal setting, ongoing assessment and coaching; identify and addresses skill gaps of staff; • Provide guidance and ensure that the regional FSRs have the necessary resources and direction to meet objectives; • Champion employee specific issues and regional staff with applicable support departments; • Assist with scheduling Field Service Representatives (FSRs) to support contractual and discretionary requirements; • Foster strong strategic relationships /alliances within Bombardier, Operators, partner/suppliers and local regulatory authorities to ensure Bombardier and departmental goals and objectives are met; • Ensure proper application and administration of the Bombardier policies and Field Services procedures and protocols; • Provide direction to the FSRs and regional staff in order to obtain the necessary visas, permits and other obligations in order to meet host country/Operator requirements; • Anticipate and resolve complex regional problems that have implications beyond area of responsibility; • Ensure regional office deliverables are accurate, consistent and submitted on time; • Identify process improvement opportunities, prepare plans and drive implementation activities; • Organize and participate in monthly regional governance; • Maintain up-to-date departmental databases with current and relevant data; • Schedule vacation and rotations to ensure proper customer coverage in region; • Represent the department management team at meetings as required; How to thrive in this role? • You hold a University diploma in a technical field or a minimum of 10 years of relevant experience and previous management experience. • Familiarity with the region and familiarity of the Cultures of North Asia is considered a significant asset; • You have a thorough understanding of the OEM Product Support environment • You have a wide and recognized technical knowledge of business aircraft; • You are comfortable in building relationships with customers and senior management; • You have a strong customer service focus; • You have strong leadership/management skills; • You have excellent people and English communication skills (written / oral); • You have the ability to build and foster positive relationships; • You are self-motivated, autonomous, you are able to prioritize tasks and manage multiple time sensitive initiatives simultaneously; • You are a people developer / team builder; • You have strong organization/time management skills, with a focus on project management methodology; • You are results oriented, have a strong decision making ability and must be able to demonstrate negotiation and conflict resolution skills; • You have strong analytical capabilities and computer skills (Notes, Microsoft Office, etc.); • You are available to travel extensively.