Manager, Customer Services & Support

A leader in aviation and aviation training products is looking for the best to journey with us into the future of navigation at Boeing (Jeppesen)!

For more than 80 years, Jeppesen, a Boeing subsidiary, has made it possible for pilots and their passengers to safely and efficiently reach their destinations.

We are the world's leading provider of aeronautical data, and are combining our company's enduring spirit of innovation with a legacy of leadership in aviation to deliver 21st century navigation and optimization solutions.

At Jeppesen, we believe in a balance between personal growth and professional development. We hire the best to grow our company's future. Visit our website (www. Jeppesen.com) to learn more about Jeppesen's pioneering spirit, and to apply for our open positions.
Education/Experience:
• At least 2 years of experience leading and managing a team in preferably software support, either as line manager or project manager
• Preferred B.Sc or M.Sc in Science, Aviation or Business
• Hands on experience handling customer escalations

Knowledge, Skills, & Abilities:
• Knowledge of policies and procedures that typically affect individual subordinate employees. Knowledge of skills and abilities required by subordinate employees to accomplish organizational responsibilities
• Ability to inspire and lead, drive change, make people stretch and break new ground
• Ability to accomplish results through employees who exercise significant latitude and independence in their assignments. Often heads a centralized functional activity.
• Skilled in advising a unit regarding tasks, projects and operations. Actively involved in daily operations only when required to meet schedule or resolve complex problems.
• Ensures that projects are completed on schedule and within budget and that the department budget is met.
• Frequent contacts with internal personnel and outside customer representatives concerning operations, scheduling or specific phases of projects or contracts.
• Strong communication skills with a view of building and maintaining strong internal and external relationships
• Solid track record of delivering successful customer service
• Understand the concept of products, services and solutions and how they interact, and be able to communicate this effectively
• Demonstrated problem solving ability
• Aviation industry knowledge in particular within Crew and Flight Operations systems is desirable
• Proficiency in the English language
• ITIL Foundation certification is an advantage
Summary:
The Global Services & Support department within Boeing (Jeppesen) is looking for a manager of the Customer Services & Support (CSS) team in Gothenburg, Sweden (EMEA region). We want to strengthen the team with a leader who will add a new dimension to the team with her/his experience, insights, inspiration and motivation. The selected candidate must have a good understanding of service and support processes and bring strong leadership and communication skills to the team. Track and report related Key Performance Indicators (KPI) and proactively drive improvements and efficiencies in processes, the services delivered and the software related to the service (Voice Of the Customer). Including working with Technology Development, Client Management and Portfolio Management to prioritize and resolve defects.
Ensure that all Service Commitments for the Crew Management Systems are met by managing the operations and proactively developing processes. This encompasses managing the customers and the interactions with internal support functions such as ITS, TD, Client Delivery, Sales etc.
Management responsibilities of subordinate staff which includes recruiting, training, performance and compensation management, motivating, delegating and monitoring results.