**Join a team recognized for leadership, innovation and diversity**:
The Customer Support Program Manager is a key role within the Customer & Product Support (C&PS) organization. The position is primarily responsible for customer relationships with the Textron aircraft OEM and some UAM/UAS pursuits.
The Program Manager is responsible for leading cross functional program teams to achieve all project deliverables for specific Service Related Difficulties (SRDs) impacting our OEM customers, and Entry Into Service efforts for new product. Responsible for operational, product performance and Customer Service metrics along with development of corrective action plans to maintain mutually acceptable levels. Able to manage reliability, logistics and cost of operation issues through development, deployment, and execution of a customer support plan.
Primary Responsibilities Include but not limited to:
- Establishes and maintains the channels of communication necessary to assure timely customer and business awareness of project progress/issues.
- Works with the Business units to evaluate and prioritize individual customer aftermarket programs and schedule requirements.
- Develop and lead key initiatives in support of OEM and HON customer satisfaction measurements.
- Successful planning, development and execution of the assigned product and service development and/or certification programs to fulfill customer commitments within approved budget and schedule constraints.
- Develop and execute implementation plans in conjunction with Internal Review Board (IRB) and Service Bulletin activity.
- Represent assigned OEMs on appropriate product teams, to ensure appropriate priorities are set.
- Use established Honeywell processes (eg. IRB and SRD) to achieve customer deliverables, schedule, cost and related program milestones / objectives.
- Accurately scope out length and difficulty of tasks and projects; sets objective and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; successfully mitigates program risk; measures performance against goals; evaluates results.
- Conducts program reviews, and ensures process adherence (IPDS); particularly for Entry Into Service
- Maintain relationships with assigned OEMs through written communications, workshops, conferences and periodic visits, as applicable. Must maintain the ability for quick response and aggressive implementation of corrective action plans to address specific customer needs and issues.
- Coordinate with Sales, Customer Support Engineers, Spares Administrators, Customer Business Team Program Managers, and Field Service Engineers to provide an integrated Honeywell response to customer issues.
- Develop knowledge of fleet profiles and tailor support plans and activities to meet the customer's needs, including development and implementation of Entry into Service plans to maximize aircraft availability, and minimize aftermarket issues, at program outset
- Manage compliance with Product Support Agreements including flow down of requirements to the organization and progress reporting to OEM when contractually required.
- Manage and lead direct and indirect resources to effectively produce results.
**Basic Qualifications**:
- Minimum 2 years of experience in Customer Support or customer-facing role, or demonstrated ability to understand customer empathy / VOC and drive internal actions
- Minimum 3 years of program or project management experience
**Additional Qualifications**:
- Proven ability to lead and collaborate with large, diverse teams from various external and internal organizations
- Strong technical knowledge of Honeywell products and/or OEM aircraft products or aircraft operations.
- Problem solving skills in ambiguous situations
- Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
- Ability to think strategically, set goals, scope tasks, monitor progress and achieve results; balancing customer needs with business goals.
- Strong organizational, and team leadership skills.
- Strong communications/presentation skills, both written and verbal. Proven team-building skills with the ability to interact with all levels of management within the corporation and customer base.
- Demonstrated ability to manage multiple high priority tasks and meet aggressive program milestone targets and company goals
- Engineering degree or MBA a plus
**Additional Information**:
- ** JOB ID**:HRD200060
- ** Category**:Customer Experience
- ** Location**:Circuito Aerospacial No. 2,Mexicali,BAJA CALIFORNIA,21395,Mexico
- Exempt
