Manager, Product Support Evacuation and Life Raft Systems (Onsite)

Collins Aerospace is seeking an experienced Product Support Manager to lead a team supporting our Interior Evacuation Slide products. This role combines leadership technical expertise and customer advocacy to ensure exceptional product support for airlines repair stations and end users.

This position manages a team of intermediate or experienced professionals in Product and Technical Service. In this role you will resolve escalated complex technical problems and provides oversight to technical analysis and customer training. The role also drives continuous improvement initiatives manages high-visibility technical inquiries and collaborates with senior leadership and cross-functional teams to optimize product reliability and customer satisfaction.

This is an onsite role in Phoenix AZ with up to 10% travel and is eligible for relocation.

What You Will Do

• The Product Support Manager is responsible for ensuring exceptional product support of the Interiors Evacuation Slide products which includes on aircraft evaluations training entry into service support; field deployments field issues root cause and corrective actions and general technical support questions to the end-use customer.

• This position will have direct reports and provides leadership guidance and direction to the Product Support team.

• The Product Support Manager fosters and grows end-use operator relationships in conjunction with the Collins Interiors Field Service Managers (FSM) Account Executives (AE) and the Collins Interiors Response Center (IRC).

• The Product Support Managers team is responsible for monitoring and controlling reliability performance of fielded product and providing a feedback loop into the design organization.

• Author and navigate the approval cycle for Service Bulletins to implement design changes inspect for field issues or to address quality escapes in the field. Implement effective and cost conscious retrofit plans.

• Serve as the primary escalation point for high-profile customer issues providing resolution and driving leadership awareness as appropriate.

• Engages in business process and development of procedures to ensure business objectives are met.

• Prioritize resources to ensure cost effectiveness and coordination of activities.

• Ensure Product Support Agreement compliance and work to effectively understand and resolve warranty disputes.

• Drive improvement to Customer Scorecards Key Performance Metrics and Implement and Execute Standard Work.

• Develop and maintain positive customer and supplier relationships through effective communication and by fostering a culture of trust and mutual respect.

• Leads and advises team members with routine/more complex tasks when required to help them solve problems and also build capabilities.

Qualifications You Must Have

• Typically requires a degree in Science Technology Engineering or Mathematics (STEM) and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience

• Experience working in the Commercial Aerospace industry

• Able to travel up to 10% domestically and internationally

Qualifications We Prefer

• Technical knowledge of Evacuation and/or Life raft systems

• Experience in customer-facing technical support roles

• Supplier management experience

• Strong understanding of engineering changes field issues and their commercial impact

• Experience defining tracking and documenting multi-disciplinary project tasks (schedule resources budget/cost)

• Skilled in MS Office (Excel Project Word PowerPoint) and Teamcenter

• Experience with continuous improvement methodologies (Lean CORE Six Sigma)

• Ability to build and deliver technical presentations to diverse audiences including executives OEM partners and airlines

• Familiarity with aftermarket technical support manuals (CMM AMM VSB SIL etc.)

• Previous experience with warranty dispute resolution and product support compliance