Manager, Smart Services Operations

At Bombardier, we design, build and maintain the world’s peak‑performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together. With our employees’ well‑being top of mind, we offer a comprehensive and competitive Benefits Program, which includes the following: Insurance plans (Medical, life insurance, and more)Employee Assistance Program What will be your contribution to the team? Smart Services offers a series of dynamic revenue programs such as “Smart Parts Plus” “Smart Parts Preferred” and “Smart Services Elite” that provide our customers with the peace of mind of maintenance cost protection of parts and labor expense and other services for aircraft models such as Global Express, Challenger and Learjet. This Manager position is for the individual who will enjoy the challenges of leading a team in a front line Customer Experience environment to meet sales, operations and business goals while reporting to the Director to perform duties such as: Lead a growing team of ten employees while coaching and fostering an open and cooperative atmosphere. Adjust workload balance across the team as needed and reassign customer territories as required by market changes in order to keep adequate Customer support Assess resource allocation adequacy and take the lead on running recruiting processes if necessary Promote staff development by coaching the team through proper PDPs (personal development plans) building and execution. Set Staff’s annual objectives and assess performance through the PMP process in order to support Program’s Overall objectives; Review and/or build KPI’s in order to assess employees individual performance and propose corrective actions if necessary Build and/or review policies and guidelines pertaining to the team Manage the Program in order to ensure successful execution of business deliverables, and if necessary, that corrective actions are planned and executed properly. Track renewal and transfer KPIs by the Operations/Account Management team Keep Customer retention high by limiting any attrition and work Promote program upsells to grow our services revenue streams Understand the impacts of costs to our Business, and represent the Program in Supply Chain Meetings, supporting the discussion around supplier cost per flight hour contract terms. Be instrumental in program expansion to new aircraft platforms by attending new aircraft program meetings and understand the technical implications of aircraft systems and maintenance requirements to our Business. Be comfortable reviewing accounting reports in what regards to program performance and understanding how tactical actions reflect in our numbers. Be involved in the Budget creation each year and liaise with the finance department to clarify questions regarding Key Performance Indicators. Liaise with correlated areas such as Accounts Receivables; Parts Logistics; ASF Representatives; CRCs; CSRs; Warranty and others; in order to keep an open and fluent communication and ensure processes are efficient and adequate, taking corrective action when necessary Coordinate the staff and manage processes in order to keep proper documentation traceability of contracts and decisions made in what regards to concessions, exceptions or other special cases. How to thrive in this role? Skills, knowledge and experience Your education and work experience provides you with organizational and people skills to lead staff and interact with management and external customers and your blend of aircraft knowledge and business provides insight to guide operational decisions relevant to cost per flight hour programs. You have excellent soft skills to coach, motivate and lead a team of professionals while fostering a cooperative atmosphere in a customer front line work environment. Minimum 10 years of experience in the aerospace, aircraft maintenance or technical knowledge of aircraft, cost per flight hour programs, warranty and aircraft maintenance planning and prior experience leading people are considered strong assets. You have excellent customer handling and interpersonal skills and demonstrate patience. You have a Strong Business Acumen and you are comfortable making tactical decisions that make strategic sense for the Program. You are comfortable making presentations to Senior leaders and displaying a good control of your area by reviewing main Program KPIs and main current initiatives. You have Strong negotiation skills. You are able to multitask and are tenacious to see deliverables through to completion. Bilingual English and French preferred, fluent in English both written and spoken a must. You are autonomous and comfortable with decision making and delegation of work. Travel required. Finally, you would enjoy working in a “customer comes first” environment with excellence in professional and friendly service. Now that you can see yourself in this role, apply and join the Bombardier Team Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability, or other applicable legally protected characteristics to apply. Job Manager, Smart Services Operations Primary Location Administrative Centre (CA) Organization Aerospace Canada Shift Day job Employee Status Regular Requisition 10772 Manager, Smart Services Operations #J-18808-Ljbffr