Division Director, Customer Service

General Summary

The Leader of Customer Service is responsible for the Customer Service Division which has overall responsibility for the aircraft and customer interactions for the entire life cycle of the aircraft. These activities start with aircraft delivery and customer training, and continue through after delivery technical interactions and worldwide part support. Additionally, the position also plays a key role in identifying enhancements for the aircraft through feedback from customer interactions as well as coordination of sales and promotion of pre-owned aircraft.

Key Responsibilities

* Develops and executes the strategic direction for the Customer Service Division

* Develops, monitors, executes and adjusts, in conjunction with the accounting division, long and short term business plans for the Customer Service Division

* Fosters key relationships internally that enable strong external customer relationships and drive improvements to the customer experience

* Provides knowledge and leadership to the business which is used for effective decision-making and continuous improvement

* Key in the development of the annual revenue plan. Works closely with accounting in developing forecasts, including providing significant input into strategic planning and the direction of the business

* Reports and tracks performance against metrics for the customer service division

* Monitors metrics to generate data and tracking for day to day and long term decision making

* Interacts regularly with the senior leadership team, balancing a drive for accountability to plans/program and the need for creating positive customer experiences

Job Requirements / Education

* Bachelor's degree in Business Management, Finance or relevant field required;

Master's degree desired

* 10+ year of progressive business experience with an emphasis in a business management, customer support, or a sales role within the general aviation industry, preferably within the business jet segment. Knowledge of the MRO and technical support segments of aftermarket support, power by the hour programs/cost of operations, part logistics, and accounting is highly desirable.

* Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries.

* Experience working in a multinational environment

* Collaborative leadership style with the ability to influence.

* Excellent communication with interpersonal and analytical skills.

* Self-starter with unquestionable integrity