Director of Product Support

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Job description

Duties:

Customer Point-of -Contact for Product Support related issues, items, and opportunities. Represent & lead Breeze-Eastern's aftermarket commitments and objectives.

Utilize existing programs, policies, and procedures to meet company defined goals.

Perform analysis and measurements to identify and implement improvements to TAT, cost, quality, and customer service.

Discharges the duties and responsibilities so that schedules, deliveries, quality levels, and cost goals are achieved.

Establish pricing policies and perform pricing reviews.

Ensures Contract adherence and Compliance.

Coordinates the management, allocation, monitoring, and analysis of the department budget, personnel resources and performance, and other product support related tasks. Supports the development and implementation of the Strategic and Tactical Planning process for aftermarket / product support sectors (not including spare parts).

Provide leadership, oversight, and assistance to the O&R Supply Chain, includes, but not limited to

Resolution of Technical / Quality / Compliance issues.

Provide forecasts and strategic direction to reduce costs and improve cycle times.

Provide leadership, oversight, and assistance for the authorized Service Centers.

Includes, but not limited to, the selection, appraisal & auditing, supervision, and administration of B-E Service Centers.

Recommend, implement, and support strategic partnerships / alliances as appropriate, based upon company goals and objectives and market conditions.

Proactive contact with end users and establishment with equipment maintanence schedules, including revenue commitments.

Provide leadership, oversight, and assistance for Field Service and Customer Training, includes, but not limited to.

Determining Field Service level needs and resources.

Coordinating Training needs and opportunities, including revenue commitments.

Providing Technical and Logistical support.

Provide leadership, coordination, oversight, and assistance with Quality, Engineering, & Operations to resolve customer field issues, includes, but not limited to

Ensure timely responses to customers.

Perform follow-up as needed (e.g. root cause analysis, corrective action, documentation changes (e.g. SIL), etc.

Identify trends and perceptions; address as appropriate.

Support Quality Dept. Warranty Reduction Program.

Assists with Marketing Support and Business Development to increase O&R volume and after market revenue / Spare parts sales in alignment with company goals and market opportunities.

Visit customers, conferences, and shows as appropriate.

Support growth opportunities via

potential aftermarket opportunities and aviation trends.

Input for unsolicited proposals.

Assist with User Conference Training Program.

Assist with population of customer database.

Assist with contacts for inactive customers.

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Supervision Exercised: Supervises, manages, and leads the Product Support Dept. staff.

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Contacts: Direct interaction with all levels internally, plus Customers, Suppliers, and Auditors.

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Required Qualifications:

College degree, Engineering or Business Administration preferred.

Experience in Management and Staff Supervision, with P&L responsibility.

Experience with Overhaul & Repair, Materials Management, and Customer Service.

Familiarity with commercial contracting, US Government contracting regulations and property regulations, FAA regulations, ITAR, and Technical Assistance Agreements.

Ability to travel.

Excellent communication skills.

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