Field Support Manager

Field Support Manager

Since 2018, Elevate Aircraft Seating has been enhancing the passenger experience through innovative aircraft seat design and manufacturing. With locations in California, Washington, and Germany we are guided by creativity, collaboration, and a shared commitment to quality.

We are looking for a skilled Field Support Manager to join our team in Charleston, SC. We value teamwork, inclusivity, and continuous professional development, and we offer competitive benefits along with opportunities for growth.

Job Summary

The Field Support Manager is accountable for oversight of Elevate Aircraft Seating hardware quality and risk management throughout the product life cycle. This role provides independent oversight of the installed product, installation activities, parts management and product quality, and performance in the field to ensure that all requirements are effectively met. The Field Support Manager will also provide analytics to Elevate Aircraft Seating on the efficacy and efficiency of the product and customer concerns. This position requires excellent teamwork and written/oral communications skills to effectively collaborate with various disciplines, suppliers and customers. The position requires sound technical judgment and problem-solving skills to generate innovative solutions and to adapt to failures and issues.

Summary of Job Duties - Essential Functions (Other duties and projects may be assigned or requested.)

Reasonable accommodation may enable individuals with disabilities to perform essential functions.

• Serves customers by providing product and service information and resolving product and service problems.
• Maintains customer records by updating CMM's, Training manuals, and parts needs.
• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Recommends potential repairs or services to management by collecting customer information and analyzing customer needs.
• Prepares product for service bulletins or service letters by arranging needed information for customers to implement changes.
• Contributes to team effort by accomplishing related results as needed.
• Assures compliance with FAA regulations and quality standards.
• Manages the replacement order process for defective or OEM damaged components.
• Establish and maintain positive working relationships with customers through frequent oral and written communication.
• Success criteria for this position will be submitting and presenting to senior management monthly program reviews and external customer quarterly program performance reviews.
• Applies training techniques to airline customers and others as required.
• Works with Airline supply chain teams on Elevate spares.
• Contribute to team effort by accomplishing related results as needed.
• Maintain a safe, secure and legal work environment, adhering to all Company policies and procedures.
• Maintain and protect the confidentiality of the Company's information and products.

General Qualifications – Education, Knowledge, and Experience

Education:

• High School Diploma or equivalent required.

Experience:

• 5 years of related experience required of which 2 of those years in the aircraft industry.

Skills:

• Strong knowledge of Commercial Aircraft Seating products; involving but not limited to repair systems, operations, methods, procedures, and related FAA requirements.
• Good Administrative and organizational skills.
• Effective interpersonal and team building skills a must to be able to work with specific needs and requirements of the customer.
• Experience working on aerospace products / projects
• Experience in engineering management Demonstrated ability to deliver results in an ambiguous environment.
• Basic hand tool experience; torqueing operations, fastener installation and securing, crimping and precision measurement.

Other:

• While performing the duties of this job the employee is occasionally exposed to moving mechanical parts.
• The noise level in the environment is moderate.
• While performing the duties of this job the employee is frequently required to stand; walk and talk or hear. The employee is occasionally required to sit; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift up to 50 pounds. The vision requirements include ability to adjust focus, depth perception, peripheral vision, distance vision and close vision.
• Considerable international and domestic travel will be required. Odd hours will also be required as needed based on customers need.
• Will be on call to respond to customer needs.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical solutions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of technical instructions and deal with several abstract and concrete variables.

Supervision Provided to the Position

• Direction is provided in terms of tasks and objectives. Will autonomously work on routine tasks or interactions with customers. Will provide frequent status updates with Product support manager. Will be provided with additional guidance on more complex or non-routine tasks.

Leadership Responsibility

• May oversee the work of others, as tasks require.

Problem Solving

• Uses considerable judgment to plan and perform complex work. Decisions may involve innovation and ingenuity.

Language Skills

• Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Computer Skills: E-mail and word processing. Microsoft Office products.
• Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.

Compensation & Benefits Elevate Aircraft Seating offers competitive wages and benefits to recognize employees for their work. The base pay offered will vary depending on job-related knowledge, skills, location, experience and take into account internal equity.

Salary Range Transparency: $103,000 - $137,500 annually

Featured Benefits:

• Generous 401(K) matching with immediate eligibility and vesting
• 3 weeks of Paid Time Off
• 12 paid holidays
• Affordable health care plans for yourself and your family
• And so much more!

Other Perks

• Potential for growth within organization
• Supportive workplace environment with a team-oriented culture