This position will be based at China Southern Airlines in Guangzhou, China.|
The Customer Support Director (CSD) is responsible for representing Goodrich Corporation as the primary interface at specific strategic customers. The role will serve as the advocate of the customer to the enterprise and the advocate of the enterprise to the customer. The CSD is also responsible for facilitating day-to-day commercial and technical activities, Enterprise and cross SBU interactions as well as relationship management.
Primary interface - Enterprise level
Customer Advocate and Company Advocate
Manage timely problem resolution (identification and facilitation)
Understand and transmit customers' needs/market intelligence/ competition data
Serves as a conduit for information
Know the customer culture and organization.
Facilitate all SBU meetings and interactions.
Decision maker/problem solver (within a defined range and for certain types of decisions)
Goodrich performance monitor for customer
Ensure that Goodrich and all SBUs achieve success in their business relations with customer.
Manage relationship with customer to support growth and ensure service levels and customer satisfaction.
Builds and supports customer relationship and creates loyalty to Goodrich.
Provide customers with valuable interface - "customer acknowledges that value"
Serves as communications link ("bridging conduit") between customer and Goodrich.
Helps Goodrich improve service metric.
Problem resolution - authority and responsibility to resolve problems at site level.
Establish resolution priorities at the customers (own the problem resolution process)
Authority to escalate a problem to the appropriate level within Goodrich and customer.
Know the customer:
-Key decision makers
Know the Goodrich organization and key personnel
-Opportunity identification and communicate to the appropriate person within Goodrich.
Candidates must have Bachelors or equivalent degree, a demonstrated technical aptitude and seven or more years of business experience in the Aerospace industry. Degree in a technical field preferred.
Prior customer facing experience.
Some prior business development experience preferred.
Must be able to work across external or internal business boundaries to secure the desired outcome.
Excellent organizational, planning, and time management skills.
Ability to manage multiple projects simultaneously.
Must be able to read, write and speak Mandarin fluently.
Cultural experience - language skills.
Excellent communications skills - oral and written.
Supports and drives team building and collaborative work style.
Seeks out responsibility, identifies problems and recommends and implements solutions.
Airline background is desirable.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Daily travel within a region of the US or other global location by personal auto and mass transit.
Occasional overnight travel (2-5 days nominal duration) by commercial air, rail and/or auto within the continental US or other region of the world.
Occasional international travel (3-7 days nominal duration).
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Low-rise office with appropriate access for the disabled.
Nominally quite, semi-private or open office spaces.
Professional / business casual dress code and occasional business dress
Dealing with Ambiguity