Job Description
Summary
The primary responsibility of the Principal Inservice Support Engineer is to build customer support relationships regionally, focusing on developing and implementing strategic initiatives to elevate customer satisfaction, streamline support operations, and drive continuous improvement. This role requires a visionary approach to performance management with experience in customer support, operations, and strategy at a global scale. The ideal candidate will be data-driven, with a strong ability to build and mentor high-performing teams, leverage insights to enhance customer experience, and collaborate across departments to align support functions with business objectives. The Principal Inservice Support Engineer will include data management, aircraft performance tracking, and operational logistic support. The role works directly with internal teams, Product Support Engineering and Operations to find timely solutions with KPI's, and provides direct feedback and escalation to internal Account Management.
Core Responsibilities
- Define and execute a customer facing support strategy that aligns with the company's vision and growth objectives
- Support definition of tools and technologies to streamline support processes and improve team productivity, including automation and self-service options
- Drive process improvements to increase efficiency, reduce customer wait times, and improve first-contact resolution rates
- Develop and implement quality control measures to ensure the highest standard of support delivery.
- Establish clear objectives and key performance indicators (KPIs) to measure success, including customer satisfaction, response time, resolution time, and customer effort scores
- Work closely with cross-functional teams (Operations, Customer Support, Product Line, Engineering) to align support strategy with broader business goals
- Ensure customer feedback is effectively communicated to product and engineering teams to drive product enhancements and improvements
- Foster a culture of continuous learning and improvement, encouraging professional development and skill enhancement within the team
- Leverage data analytics to identify trends, track performance, and make data-driven decisions to improve support operations
- Present regular reports and insights to executive leadership on support performance, customer satisfaction, and areas for improvement
- Utilize predictive analytics to proactively identify and address potential support challenges and improve the overall customer journey
Requirements
- Bachelor's Degree in Product, Program, Engineering or equivalent experience in a related field
- 15+ years in customer support, service operations, or a related field within Aerospace
- 10+ years in a senior customer facing technical role
- Proven track record of successfully leading global customer support operations with measurable results
- Excellent strategic thinking, problem-solving, and data analysis skills.
- Strong leadership and team-building abilities, with experience managing diverse, multi-regional teams
- Exceptional communication and interpersonal skills, with a customer-focused mindset
- Familiarity with customer satisfaction metrics
- Excellent written and verbal communication skills
Benefits
The starting pay range for this position is $128,900 - $154,700 per year however, base pay offered may vary depending on the level of the position, skills, experience, job-related knowledge, and location.
In addition to a comprehensive package of health benefits that include company contributions, Safran Passenger Innovations offers a variety of additional benefits and perks to enhance your work-life balance experience including but not limited to:
- A home allowance to elevate your home workspace
- Discretionary bonus program
- Future financial security with a 401(k) program with company match
- Paid time off covering vacations, personal time off and sick days, capped off by an exciting year-end holiday shutdown
- Embraced flexibility with our alternative work schedule (9/80) to navigate your workweeks with every other Friday off
Qualification
Bachelor's Degree
Key skill Required
- Account Management
- Automation
- Customer Support
- Data Analysis
- Data Analytics
- Analysis
- Analytics
- Business Goals
- Business Objectives
- Communication
- Comprehensive
- Customer Experience
- Customer Feedback
- Customer Satisfaction
- Data Management
- Development
- Executive Leadership
- Financial Security
- Focused
- Interpersonal Skills
- Leadership
- Learning
- Logistic Support
- Management
- Performance Management
- Productivity
- Professional Development
- Proven Track Record
- Quality Control
- Security
- Strategic Initiatives
- Strategic Thinking
- Strategy
- Support Functions
- Verbal Communication
- Visionary
- Work-Life Balance
- Workspace
- Written and Verbal Communication
