Senior Director, Inservice Support - Yishun

Job Summary:

This role requires a visionary leader with experience in customer support, operations, and strategy at a global scale. The ideal candidate will be data-driven, with a strong ability to build and mentor high-performing teams, leverage insights to enhance customer experience, and collaborate across departments to align support functions with business objectives.

The Senior Director of Inservice Support will build and lead a team that provides support of the in-service customers. This includes the data management, a/c performance tracking, and operational logistic support. The role works directly with internal teams, Product Support Engineering and Operations to find timely solutions with KPI’s, and provides direct feedback and escalation to internal Account Management.

Duties and Responsibilities:

▪Define and execute a global customer support strategy that aligns with the company’s vision and growth objectives.

▪Build and oversee the global customer support operations, ensuring consistent and high-quality service across regions.

▪Implement tools and technologies to streamline support processes and improve team productivity, including automation and self-service options.

▪Drive process improvements to increase efficiency, reduce customer wait times, and improve first-contact resolution rates.

▪Develop and implement quality control measures to ensure the highest standard of support delivery.

▪Lead, inspire, and mentor a global team of customer support leaders, promoting a customer-centric culture.

▪Establish clear objectives and key performance indicators (KPIs) to measure success, including customer satisfaction, response time, resolution time, and customer effort scores.

▪Work closely with cross-functional teams (Operations, Customer Support, Product Line, Engineering) to align support strategy with broader business goals.

▪Ensure customer feedback is effectively communicated to product and engineering teams to drive product enhancements and improvements.

▪Recruit, develop, and retain top talent within the global support organization.

▪Foster a culture of continuous learning and improvement, encouraging professional development and skill enhancement within the team.

▪Develop a training and development program for support staff to ensure they are equipped with the necessary tools and knowledge to succeed.

▪Leverage data analytics to identify trends, track performance, and make data-driven decisions to improve support operations.

▪Present regular reports and insights to executive leadership on support performance, customer satisfaction, and areas for improvement.

▪Utilize predictive analytics to proactively identify and address potential support challenges and improve the overall customer journey.

Qualifications and/or Education:

▪Bachelor’s Degree in Product, Program or Engineering

▪15+ years in customer support, service operations, or a related field within Aerospace

▪10+ years in a senior leadership role managing global teams.

▪Proven track record of successfully leading global customer support operations with measurable results.

▪Excellent strategic thinking, problem-solving, and data analysis skills.

▪Strong leadership and team-building abilities, with experience managing diverse, multi-regional teams.

▪Exceptional communication and interpersonal skills, with a customer-focused mindset.

▪Familiarity with customer satisfaction metrics

▪Excellent written and verbal communication skills

Soft Skills:

▪Ability to adapt, plan and organize in a constantly changing environment

▪Able to process excellent communication skills and the ability to speak directly to integrators and customers

▪Must be proactive, meticulous, organized, and detail oriented

▪Ability to efficiently resolve problems

▪Ability to accomplish multiple tasks

▪Ability to work independently, with minimal direction

▪Ability to use discretion and independent judgment when making decisions on behalf of the company

Working Environment:

▪Office environment

▪Ability to travel up to 50%

▪Maintain flexible hours/schedules