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

Product Support Manager

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 Interior's 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 Manager's 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 build capabilities.

Qualifications You Must Have

Qualifications We Prefer

What We Offer

Benefits

Some of our competitive benefits package includes :