Job Summary:

The Engineering Manager Product Support - is responsible for direct interaction with internal and external customers in support of new and existing products to include product usage, product training, product performance/troubleshooting, and management of the return material authorization (RMA) process, including warranty returns and repairs. Works closely with Engineering and Quality organizations to help understand, isolate, and resolve problems. The Engineering Manager – Product Support is responsible for managing multifunctional/cross-departmental tasks including development of customer troubleshooting techniques/instructions, return material review and disposition, trend analysis, and corrective/preventative actions. The Engineering Manager – Product Support has a global operational perspective with detailed product knowledge and can reach across the organization in support of Zim Aircraft Cabin Solutions products.

Essential Job Duties:

1. Provide leadership in the hiring, training, and managing of Customer Care Support team members. Assist with development of a training program that addresses reading and understanding of products specifications, requirements, and product quality.
2. Serve as supervisor of assigned staff with responsibilities including hiring of employees, monitoring of performance, administering of disciplinary action, separation of employment, and resolution of employee related issues regarding assigned staff.
3. Manage the Company’s product support operations in the Aftermarket from time of Aircraft delivery to the customer. Hire and train staff to support and coordinate the correction of product defects. Internally coordinate within Zim Aircraft Cabin Solutions to ensure corrective actions to findings are implemented professionally and in a timely manner.
4. Manage the coordination of activities with other departments as required to answer customer questions and apply advanced problem solving and decision-making skills.
5. Develop and maintain documentation and standard operating procedures for customer support processes and systems.

1. Lead the forecast for manpower coverage on-site at customer locations based on product issues and aircraft delivery schedules.
2. Create responses to special correspondence and handle special assignments and problems as required.
3. Understand and interpret technical publications such as Component Maintenance Manuals.
4. Interface with Engineering, Manufacturing Engineering, Documentation, and Quality in addressing product quality and customer support issues.
5. Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service and support.
6. Lead and manage the product support, RMA, and warranty administration effort for customer and product issues. Lead the effort to continuously improve the RMA and warranty process to address customer warranty claims to the mutual satisfaction of the Company and customers.
7. Document customer issues/actions/warranty claims. Resolve claims and/or complaints with customers by using a customer-centric approach at all times.
8. Provide in-field product support assistance as required to address specific customer issues.
9. Direct root cause analysis investigations and assist with corrective and preventative actions including follow up to determine proper implementation and effectiveness of improvements.
10. Develop requirements for customer support engineering projects including schedule, budget, and resources.
11. Responsible for project management (within defined scope).
12. Responsible for integration of improvements into Zim Aircraft Cabin Solutions Quality processes (where appropriate).
13. Lead the development of Service Bulletins, Service Letters and Airworthiness Directives for corrective action or the release of information as necessary.
14. Lead the meeting of the Zim Aircraft Cabin Solutions Warranty Review Board. Investigate, analyze and prepare recommendations as necessary for decisions that are required from the Warranty Review Board.
15. Improve Product Support performance and customer relationships by monitoring quality, and schedule compliance; initiating and implementing appropriate action to resolve problems; and, mediating conflicts and establish resolution with customers.
16. Demonstrate knowledge and understanding of product support basics, ethical business conduct, legal principles, and protection of Zim Aircraft Cabin Solutions, supplier and customer proprietary data by complying with company policies, procedures and accepted business practices.
17. Develop other product support team members by providing guidance on technical issues and handling of customer requests regarding product support matters.
18. Foster increased productivity and advancement opportunities by personal commitment to professional development and by practicing continuous improvement of processes.

Secondary Duties:

Perform other duties as assigned

Accountabilities:

Accountable to the Customer Care Director

Job Qualifications:

Minimum

1. Four-year college degree or equivalent work experience in one or more of the following areas: Product Support, Engineering, Program Management and Warranty Administration in the aerospace industry.
2. Eight (8) years experience in Aerospace Quality Engineering, Product Support, Program Management, or related field.

1. Working knowledge of AutoCAD and SolidWorks.

1. Working knowledge of FAA regulations, certification processes and related requirements.
2. Must possess comprehensive knowledge of standard aircraft components, materials, fabrication practices, aviation hardware and proper application in design.
3. Must possess knowledge of engineering principles
4. Must have extensive knowledge of the use and application of aircraft technical data such as engineering drawings
5. Proficient in MS Office software applications. Ability to quickly advance to intermediate level of expertise.
6. Excellent organizational skills and the ability to prioritize work and accurately perform duties.
7. Willingness to continue personal growth and development.
8. Be able to learn Zim Aircraft Cabin Solutions business operating system.
9. Must have ability to read and comprehend blueprints, specifications, engineering documents and other technical data.
10. Adept at critical thinking utilizing advanced problem-solving skills, situational analysis, investigation and following up.
11. Must have excellent written and oral communication skills.
12. Must be capable of organizing and presenting materials in front of groups for project status and/or training purposes.
13. Ability to work with minimum supervision.
14. Must be available to work flexible schedule as job requirements dictate.
15. Read, write, speak and understand the English language.

Preferred

• Advanced use of Excel or other related software for trend analysis and generation of metrics

Physical Requirements:

1. Ability to travel up to 25% of the time.
2. Must be able to sit and work effectively at computer terminals for extended periods of time
3. Must have manual dexterity to process materials and perform computer functions
4. Must be able to climb stairs, lift and carry minimum of 35 lbs
5. Normal or corrected hearing and vision are required
6. Ability to distinguish color is required