Associate Director, Customer Service (Airline Support)

Date Posted:

Country:

Location:

Position Role Type:

Collins Aerospace, an RTX company, is a leader in advanced technology and intelligent solutions for the global aerospace and defense industry. In this rapidly evolving world, we are always looking for new ways to disrupt the status quo, go to market faster, and optimize customer experiences. 

Regardless of role, we expect excellent interpersonal and communication skills across all hires at Collins Aerospace. We look for candidates who will thrive here, meaning they demonstrate clear communication, embrace open feedback, trust their colleagues, and are driven to execute, deliver, and complete projects independently and efficiently.  

What You Will Do: 

The Associate Director, Customer Service (Airline Support) leads a team of 2 Airline Support Managers in the region, focusing on improving customer service. This role is crucial for enhancing  Power & Controls customer experience, building strong internal and external relationships, and encouraging teamwork across different functions. We seek a proactive leader who is committed to enhancing customer service and supporting team success in the region.

The role includes, but is not limited to the following:

• Lead the ASM team to achieve strategic and business objectives within the European region

• Develop and execute strategies to maintain and strengthen regional customer relationships, while remaining aligned with business goals

• Encourage a collaborative and improvement focused team environment

• Support the regional internal functional teams in handling escalations

• Top-Tier account management: Manage and foster key customer relationships

• Support the global Power & Controls customer service team at a cross-functional level

• Collaborate with airframers on in-service activities, multi-party engagements, and surveys improvement plans

• Work with the business unit’s MRO network, Value Streams, and cross-functional teams to ensure field team support and robust customer communications

• Coordinate with regional MRO’s and operations teams to proactively communicate performance issues and recovery plans to the broader team for customer dissemination

• Collaborate with Customer & Account Management (C&AM) and Business Development (BD) counterparts on strategic initiatives

• Oversee customer related in-service projects to help drive issue resolution

• Enhance customer communications around reliability and supply chain challenges

• Promote customer feedback initiatives within the business

• Support the introduction of new platforms and coordinate field readiness

What you will learn: 

• Develop leadership skills and confidently interact with executives.

• Elevate customer relations through technical expertise.

• Enhance problem-solving capabilities and operational efficiency.

• Cultivate proactive team and customer communications in a global context.

• Spearhead strategic initiatives with a customer-centric approach.

Desirable Criteria We Prefer: 

• Experience leading diverse teams, aligned with business goals.

• Adaptable leadership in changing environments with a focus on cost efficiency.

• Effective at driving cross-functional teamwork.

• Proactive leader with a global team and customer perspective to support business challenges.

• Skilled at building long-lasting and diverse customer relationships, together with providing tailored solutions.

• Flexible to meet customer needs across different time zones

• Ability to travel up to 30% across Europe

What We Offer: 

Some of our competitive benefits package includes:  

• Annual Bonus

• Private Healthcare Cover (including ability to customise cover)

• Generous Employer Contribution Pension Scheme

• Professional Development + Growth

• EAP (Employee Assistance Programme)

• Work/Life Balance

• Opportunities for progression and development

Learn More & Apply Now! 

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility. 

Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

Remote role which can be in the UK, The Netherlands or France.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again. 

Apply now and be part of the team that’s redefining aerospace, every day. 

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, disability, protected veteran status or any other characteristic protected by law.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms