Field Service Manager

Job Description

Date Posted:2022-01-18-08:00Country:QatarLocation:QA002: First Floor, Al-Jaidah Square Building, Airport Road, PO Box 55743, Doha, QatarField Service Manager (FSM) - Doha, QatarThe Field Service Manager is an individual contributor working with an international team that is responsible for providing technical support on Collins Power & Controls systems and products to a portfolio of airline customers in Middle East, Africa, and Indian subcontinent Region.Job ResponsibilitiesThe primary responsibility will be to assist customers in the resolution of Collins P&C systems issues impacting aircraft operations. The duties shall include: troubleshooting of Collins systems/components, analyzing failure data, directing customer repair activities, and assisting in aircraft testing. Additional activities also include assisting customer?s engineering, maintenance, quality, material, purchasing, production and training personnel in the operation, maintenance, repair and installation of Collins products by being responsive to customer?s spares, repairs, warranty and account receivable requirements. The FSM is also responsible for building a foundation that supports customer confidence in our products and services while representing the customer?s needs to Collins.Requirements The FSM will be responsible for the timely resolution of airline technical inquiries, the ability to create innovative solutions to customer issues and the need for flexibility in working hours and scope is often required. Additionally, they are responsible for complying with RTX Ethic?s policies, EH&S and Export Controls requirements.Other specific FSM functions may include:- Attend regular operational/reliability meetings with Customer.- Serve as the on-site technical focal for discussions on Collins P&C products.- Plan and perform scheduled customer visits as required.- Generate customer contact reports.- Report significant product performance issues.- Track, manage and drive resolution for Customer technical issues.- Establish and maintain metrics in support of Core.- Support Market Feedback Analysis process.-Other tasks as required by leadership.~ 10 % travel is required depending on location and customer portfolio.The FSM is expected to work closely with the Collins Customer & Aftermarket Management support team (CBD) on business initiatives to develop meaningful relationships with the Customers.Experience/ Qualifications- 5 or more years of experience in aircraft/system level troubleshooting, data analysis, and standard work practices with some Customer-facing experience.- Background in one or more Collins Power & Controls products or systems in a design, test or customer support role preferred.- Previous airline and/or customer support experience preferred.- Excellent communication and interpersonal skills to foster positive relationships with customers, employees and other internal stakeholders.- Must be self-motivated with the ability to work autonomously, while providing necessary feedback to leadership regarding the performance and issues with the Customer. Seeks appropriate assistance and guidance when necessary.- Be able to adapt to a wide variety of high pressure situations while maintaining professionalism and courtesy.- Demonstrated ability to actively engage and positively contribute in a fluid team-working environment.- Portrays a positive and professional image that is representative of RTX?s core values in front of the Customer at various levels from Vice President to Mechanics.- Negotiation, conflict resolution skills and diplomacy are required, as well as the ability to think on the fly during customer meetings. Strong presentation skills needed as well as a strong continuous improvement/Core mindset.- Project Management skills are essential to manage multiple tasks with multiple customers and varying priorities.Key CompetenciesCustomer Focused, Business Acumen, Communication & Composure, Fluent in English.EducationBSc in Engineering or equivalent.Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.Privacy Policy and Terms:Click on this link to read the Policy and Terms

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