Mgr, Product Support (Central- Hong Kong, HK)

What are your contributions to the team?

• Manage all activities within a designated geographical region to ensure superior customer support is maintained for the economic, safe and efficient use of Bombardier Business Aircraft products;
• Be accountable for the overall success of the regional area including: overall financial & operational responsibilities; effective management of regional resources;
• Manage the performance of staff through employee reviews (PMPs), goal setting, ongoing assessment and coaching; identify and addresses skill gaps of staff;
• Provide guidance and ensure that the regional FSRs have the necessary resources and direction to meet objectives;
• Champion employee specific issues and regional staff with applicable support departments;
• Assist with scheduling Field Service Representatives (FSRs) to support contractual and discretionary requirements;
• Foster strong strategic relationships /alliances within Bombardier, Operators, partner/suppliers and local regulatory authorities to ensure Bombardier and departmental goals and objectives are met;
• Ensure proper application and administration of the Bombardier policies and Field Services procedures and protocols;
• Provide direction to the FSRs and regional staff in order to obtain the necessary visas, permits and other obligations in order to meet host country/Operator requirements;
• Anticipate and resolve complex regional problems that have implications beyond area of responsibility;
• Ensure regional office deliverables are accurate, consistent and submitted on time;
• Identify process improvement opportunities, prepare plans and drive implementation activities;
• Organize and participate in monthly regional governance;
• Maintain up-to-date departmental databases with current and relevant data;
• Schedule vacation and rotations to ensure proper customer coverage in region;
• Represent the department management team at meetings as required;

How to thrive in this role?

• You hold a University diploma in a technical field or a minimum of 10 years of relevant experience and previous management experience.
• Familiarity with the region and familiarity of the Cultures of North Asia is considered a significant asset;
• You have a thorough understanding of the OEM Product Support environment
• You have a wide and recognized technical knowledge of business aircraft;
• You are comfortable in building relationships with customers and senior management;
• You have a strong customer service focus;
• You have strong leadership/management skills;
• You have excellent people and English communication skills (written / oral);
• You have the ability to build and foster positive relationships;
• You are self-motivated, autonomous, you are able to prioritize tasks and manage multiple time sensitive initiatives simultaneously;
• You are a people developer / team builder;
• You have strong organization/time management skills, with a focus on project management methodology;
• You are results oriented, have a strong decision making ability and must be able to demonstrate negotiation and conflict resolution skills;
• You have strong analytical capabilities and computer skills (Notes, Microsoft Office, etc.);
• You are available to travel extensively.