Core Responsibilities
- Coordinate with Suppliers, Program Management, Sustaining Engineering, and Quality to provide OEM support
- Serve as the direct interface with customer personnel, including seat suppliers, monument vendors, airlines, and OEM staff
- Manage the OEM support team and escalate OEM and customer issues to the appropriate department when immediate resolution is not possible
- Ensure the OEM support team remains customer-focused, providing on-time support with accurate and detailed documentation for internal troubleshooting
- Participate in OEM and customer support calls and face-to-face meetings
- Coordinate with Technical Publications to ensure documentation aligns with OEM applications
- Provide direction, work scope prioritization, and guidance to the OEM support team, including handling complex or challenging problems
- Train and mentor the OEM support team in job duties, identifying and providing necessary training for departmental and individual development
- Develop work schedules based on budgets and workload, manage daily progress, and participate in team activities to facilitate productivity
- Interpret and communicate work procedures and company policies to staff
- Measure job performance, coach staff for improvement, and conduct regular performance reviews
- Evaluate OEM team performance and recommend appropriate actions
- Collaborate with Executives and Managers to update and monitor department or project progress, and mitigate budgetary variances as needed
- Monitor and address budgetary variances proactively
- Ensure compliance with occupational health and safety regulations and promote the well-being of the team
- Act as the lead responsible for all technical aspects
- Facilitate discussions and conflict resolution, promoting professional behavior, expectations, and team values
- Continuously contribute to improving established processes
- Perform other job-related duties as assigned
- Oversee and support site operations in assigned regions and other locations as business needs arise
Requirements
- Bachelor's Degree in Engineering, Operations Management, or equivalent experience in a related field
- 6+ years in an OEM Operations or Technical Support role
- 5+ years of proven ability to lead or manage teams, providing clear direction and handling complex operational challenges
- Strong understanding of OEM and aircraft processes, technical documentation, and troubleshooting methods
- 5+ years of demonstrated experience in managing customer support interactions, ensuring timely and effective resolutions
- Strong avionics/electrical skills
- Ability to coordinate with cross-functional teams
- Attention to detail in creating and maintaining accurate technical documentation
- IFEC/avionics/airline experience
Benefits
The starting pay range for this position is $115,000 - 140,000 per year however, the 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
