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Manager, Customer Support

East Syracuse, New York, United States of America
Closing date
30 August 2021
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Job Description:

Saab Inc. is seeking a Manager for Customer Support to oversee a team responsible for supporting worldwide customers of our diverse line of civil aviation, security, and defense products and services.  The Manager of Customer Support leads the definition, development, execution, and continuous improvement of service and support strategies, processes, metrics, and staff.

This includes managing robust teams and processes that:

  • provide a reliable 24 x 7 x 365 single point of contact for customers,

  • respond appropriately to customer issues,

  • enable seamless participation of various Saab groups in actions to support customers,

  • measure key indicators of customer satisfaction and use the measurements to drive on-going improvement, and

  • cultivate keen customer awareness throughout the entire organization.

  • comply with Saab SOPs.

    This role requires collaboration with customers, potential customers, various functional areas across Saab, and all levels of management.  The position calls for occasional domestic and international travel.  To be successful in this role you must possess demonstrated leadership skills and expertise in customer service, people management, and process improvement.

    Responsibilities include management of:

  • customer service and post-delivery support activities for all Saab, Inc. civil and defense products, systems, and services.

  • the 24 x 7 x 365 support desk / primary customer point of contact.

  • high visibility customer issues. 

  • warranty and extended support contracts.

  • quotes for support.

  • spares and repairs orders and task orders.

Skills and Experience:

  • Bachelor’s degree.

  • 20+ years of relevant experience.

  • Experience managing/leading people in a technical professional environment.

  • Experience working in a team environment.

  • Knowledge of military logistics/maintenance principles desired.

Required Skills:

  • Demonstrated success leading diverse teams.

  • Highly organized, ability to multi-task, strong time management skills, and ability to follow-up on action items and requests in a timely manner.

  • Ability to thrive in a fast-paced, decentralized environment.

  • Strong oral and written communication skills.

  • Comfortable working with various levels in the organization.

  • Ability to drive and influence cross functional teams without direct authority.

  • Focus on quality and improvement with understanding of continuous improvement concepts and principles (lean, six sigma).

Saab, Inc. provides an excellent working environment offering professional growth opportunities, competitive wages, comprehensive benefits, tuition reimbursement, work/life balance, business-casual atmosphere and paid holidays.

Must be a U.S. citizen. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

As a condition of employment, candidates will be required to participate in a background check that will include, at a minimum, a criminal record check, education and employment verification.

About Us:

Saab is a global defense and security company operating in the fields of air, land and naval defense, civil security and commercial aeronautics. We number approximately 17,000 employees and have operations on all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.