Vice President, Deputy Head of Customer Support
LAUNCH Technical Workforce Solutions is seeking a Vice President, Deputy Head of Customer Support for an opportunity in Nagoya, Japan.
Vice President, Deputy Head of Customer Support
Customer Support Division at our client.
- Job Description
Our client is developing a Regional Jet family with the first delivery targeted for mid-2020. The client Deputy Head of Customer Support is responsible for all aspects of technical service development leading to 1st airplane delivery and service deployment to airline customers. These responsibilities include:
Fleet Management functions and primary interface to Design Engineering
Client and Supplier service ready functions
24x7x365 Operations Center
Service Engineering support to resolve in-service issues
Reliability and Maintainability
Ground support equipment design and services
Technical documentation development and maintenance
In addition, as a member of the Customer Support Leadership Team, this person will support other critical functions within Customer support, including:
Sales support, business development and overall services business growth strategy
Spare parts provisioning, part sales, and parts pooling services
Pilot, cabin, technical and ground training for customers
- Reports To:
Senior Vice-president and Head of Customer Support
- Work Location
The Primary Work Location will be Nagoya, Japan. The Customer Support team will be located in both Japan and the United States. As the installed base of regional jets grows world-wide, the center of operation for Customer Support may change.
- Scope of Work
Manage the following functions within Customer Support:
Service Engineering teams organized by ATA to respond to customer technical aircraft queries (AOG Priority within 24 hours)
Track aircraft and component reliability; provide customer reports
Produce service documents to notify all customers of fleet-wide issues
Manage customer engagement process associated with aircraft configuration changes (Airworthiness and economic)
Establish 24 x 7 x 365 technical help desk (Operations Center) to provide round-the-clock support for AOG priority issues
Assist customer with EIS readiness by providing integrated Service Ready plans
Establish and manage on-site start-up teams at customer locations (including suppliers)
Provide Field Service technical support at customer locations
Manage customer process to escalate and resolve in-service technical and business issues; hold regular executive reviews with customers
Business Strategy Development & Customer Relationship Management
Establishing and managing customer requirements and commitments associated with airplane sales
Developing value-added services and management of Customer Support profit center
Establishing Key Performance Indicators aligned with customer expectations, and Ensuring overall customer satisfaction
Provide Leadership Support to:
Planning & Program Management
Spares, Logistics & Supply Chain
Flight Operations Engineering, including operations manuals and in-service support
Customer Training (including Pilot, Technical, Cabin and Ground Crew training)
Technical Publications (development, verification, certification, publication and revision control)
- Expected Education, Experience and Skills:
Qualified candidates must hold an engineering degree from an accredited Engineering School. An advanced Engineering or Business degree is preferred.
Aircraft OEM experience
General understanding of commercial and/or regional aerospace OEM business
Has held senior executive leadership position in commercial/regional aerospace company
Understands the regulatory oversight required to maintain airworthiness
Experience working with airline executives, OEM engineering, manufacturing, and regulatory agencies to resolve in-service safety and reliability issues
Can support airplane sales process by representing the value of Customer Support, and ability to develop service programs that differentiate client.
OEM Customer Support experience
Develop, manage, grow profitable support businesses
Lead technical support for in-service aircraft (maintenance and flight operations)
Create, deliver and maintain of Instructions for Continued Airworthiness documents
New business startup – preferably new airplane program
Experience managing complex programs; demonstrate the ability to use program management best practices
Leadership Traits (personality characteristics, attitudes)
Can work effectively in multi-cultural environment, preferable experience working with Japanese companies; comfortable in multilingual environment where real-time interpretation may be required
Experience working closely with airline executives (particularly engineering, maintenance, flight operations); knows customer needs, knows how customer uses and depends on client Customer Support products and services
Has the energy and drive to work long hours required for new airplane program
Ability to formulate and communicate a clear vision and articulate issues/concerns
Build strong personal and working relationships with client leaders and customers
Ability to motivate and drive execution
Ability to “find a way” in a challenging and constrained environment
Ability to manage a global, multi-regional distributed management structure
Values & Motivation
Wants to be part of the leadership team responsible to bring a new airplane program into service
Values success of the larger organization over personal success
Enjoys teaching and developing those he/she works with
Full-time & Direct Hire: working in Japan for about 2 years.
Health Ins, Vision Ins, Dental Ins
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.
Why Choose LAUNCH?
A team of aviation staffing experts leads LAUNCH. We understand the challenges of finding the top aviation jobs and we focus on linking you with the best openings in the most sought-after locations.
LAUNCH offers you an ACA compliant benefit package including company-sponsored medical insurance with multiple plans to choose from. Our Minimum Essential Coverage is offered to every employee who does not have coverage elsewhere at no cost to you! LAUNCH also offers a 401(k) program with a company match. Plus, you join the LAUNCH Loyalty Club on your first day, earning you extra cash bonuses, apparel and safety rewards.