Director - Product Support - B/E Aerospace - New York

Job description
B/E has a leading worldwide market share in all of their major product lines and serves virtually all of the world's airlines, aircraft manufacturers and leasing companies through its direct global sales and customer support organizations. B/E’s Lighting & Integrated Systems offers a variety of solutions to both business jet and commercial OEM’s as well as airlines directly. Major product lines include Interior Lighting, Exterior Lighting, Cabin Management System, Coax Cable & Trays, System Upgrade Provisions, Aerostructures & Interior Assemblies, Engineering, Design & Certification. Primary operation locations are Bohemia, New York; New Berlin, Wisconsin; Great Falls, Montana; Winnipeg, MB, Canada.

We are seeking a candidate to fill a position for Director of Product Support. From a quality perspective, this person will be responsible for the overall management and control of B/E’s quality department, ensure compliance to AS9100 and create strong internal and external relationships with suppliers and customers alike. From a Product/Customer Support perspective, the primary responsibility will be for Customer Relationship Management, problem resolution, customer training, product reliability and field service coordination.


Responsibilities:

Maintain ISO 9001 and AS9100 certifications and conformance by maintaining all ISO documentation,
Instill a culture of technical requirements compliance, to include proper disposition and cause/corrective action analysis on product and process discrepancies.
Manage the process, control and security of MRB (non-conforming material).
Review the Quality and Continuous Improvement systems at primary suppliers and cooperatively drive improvements to assure conformance to cost, quality and schedule requirements.
Schedule, respond, and organize all audits with customers and regulatory agencies including FAA and B/E customers.
Overall planning and operation of the department to include: leadership of staff, performance management, team development, training, budget, etc.
Customer Relationship Management -Responds to customer questions and information requests (e.g. phone, faxes, e-mail, and reports). May assist customers to resolve problems by providing direct on-site technical assistance and training.
Customer problem resolution - Provides technical services to the customer, and solves problems of fundamental scope and complexity. Identifies and resolves product or in-service problems by consulting with other applicable divisions and/or departments to establish root cause and implement corrective action
Customer training & Field Service coordination
Customer documentation- In customer support operations, reviews, validates, and verifies, Component Maintenance Manuals (CMMs), Overhaul Manuals (OHMs), Service Bulletins (SBs), Repair Station Instructions (RSIs), Engineering Directives (EDs) and Engineering Change Notices (ECNs) to provide approved data for customers and Parker repair stations as required to repair and overhaul Parker products.
Product reliability and analysis -Investigates, analyzes, and interprets reports of unsatisfactory performance, that may include damage or in- service failures, on products or component parts and recommends necessary corrective action. Provides technical data and analysis to assist quality assurance in analyzing the scope of non-conforming products, their recall, and appropriate corrective action. In customer support operations, monitors, analyzes, and reports product service trends and gaps by collecting and summarizing in-service performance data. Generates summary reports of data for calculating reliability and performance values (e.g. Mean Time Between Failures and Mean Time Between Unscheduled Removal).

Background Required:

Bachelor's degree in Electrical/Mechanical Engineering
Minimum of five to eight years experience in leadership position with aforementioned responsibilities,
Engineering experience in developing and/or troubleshooting aircraft systems and components. FAA/PMA experience is strongly preferred.
Familiar with FAA Repair Station procedures as well as in-service support to airline operators (preferred).
Ability to define system problems, collect data, establish facts, identify root causes, and draw valid conclusions.
Proficient in writing engineering reports.
Ability to effectively communicate and present status, action, recommendations, and other technical information with clarity and precision. Ability to respond to significant inquiries from customers and suppliers.
Ability to establish and track performance to goals and objectives to complete projects and provide status to lead and the team at project milestones.
Demonstrated leadership skills in development of staff, performance and talent management
Excellent communicator at all levels within an organization (i.e. verbal, written, presentations)
Results driven, adaptable and flexible
Statistical Processes Control (SPC) knowledge and application
Working knowledge of ISO9000, FAA Regulatory knowledge a plus
Ability to simultaneously focus on multiple activities in a fast paced competitive environment
Ability to travel up to 20% of time in the U.S. and internationally
Demonstrated ability to communicate and interact with leadership (minimum – up to 2 levels up)
Strict adherence to meeting scheduling deadlines and holding individuals accountable to meet customer requirements.

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