Reporting to the VP, Aftermarket Services, the Senior Director, Aftermarket Services will be responsible for supporting the day-to-day post-commissioning requirements of the FT8 and FT4000 fleets worldwide. This includes synchronizing Customer Service, Spare Parts, Field Service, Aftermarket Projects, and Overhaul and Repair obligations for all accounts. In this highly visible position as the deputy to the VP, Aftermarket Services, this person will drive critical elements to deliver exceptional service to our customers, applying attention to detail and demonstrating a business-growth approach.
The position is located in Glastonbury, Connecticut, and requires frequent U.S. and international travel. The selected candidate will be geographically astute having travelled extensively; he or she is accustomed to and enjoys interacting cross-culturally. The Senior Director will ensure the highest levels of customer satisfaction; drive continuous process improvement; participate in financial planning, commercial negotiations, proposal and cost sheet management; and implement Company and department objectives and growth strategies.
The candidate must be an experienced and energetic leader, a clear communicator, a flexible teammate, and a facilitator who will engage positively and frequently with all levels of customer organizations, Mitsubishi Power Aero groups, and other Mitsubishi Power business units.
Job Description
· Align with the VP, Aftermarket Services to execute Mitsubishi Power Aero’s priorities and strategies for the Service business.
· Engage energetically with the Aftermarket Service Regional Managers, promoting high levels of customer satisfaction and consistent support globally, while maintaining keen awareness of priorities within the fleets.
· Establish and maintain strong relationships with internal stakeholders and customers alike.
· Advocate for customers and forward-deployed service personnel in all regions to affirm support from Mitsubishi Power Aero headquarters groups, including Engineering, Procurement, Programs, Finance, and Legal, to ensure customer expectations are met or exceeded.
· Lead development of standard and complex commercial arrangements that achieve customer satisfaction and increase business.
· Support the financial planning process across all Service business product lines.
· Guide the internal team to adhere to internal processes and standard work. Pursue and lead business process improvements through data analysis, essential skills for change management, and emotional intelligence, as required.
· Manage all FT8/FT4000 Aftermarket commercial and technical concerns for the gas turbine and power plant equipment, including parts, overhaul shop, field service, retrofits and upgrades, and service agreements.
· Oversee the execution of LTSAs by the assigned service manager or Regional Manager, and monitor contract performance.
· Facilitate the single-point-of-contact practice between the direct-report CSMs and their customers.
· Constructively coach, teach, and mentor team members.
· Provide 24-hour commercial and technical support to direct reports and their customers.
· Administer contract warranty commitments, including tracking-to-budget and disposition of claims.
· Oversee the planning and delivery of key customer engagements, such as user conferences.
· Interpret market feedback surveys and drive actions plans to assure Mitsubishi Power Aero strives to remain or be the customer’s emotional favorite.
· Endorse and utilize relevant IT systems (i.e., CRM, organic technical case management system, SAP, etc.), extracting trends, lessons learned, and other details to improve internal responsiveness to meet external requirements.
· Support Service team’s planning and business development activities to ensure high product availability and reliability, thereby achieving or exceeding Aftermarket financial targets.
· Drive and support effective customer solutions for spare parts, retrofits and upgrades, field service, overhaul shop, and other products to help meet fleet availability requirements.
· Travel to customer sites worldwide is important and expected to build and maintain relationships, and to address issues alongside the Regional Managers and Customer Service Managers.
· Offer succinct, data-based communications and reports to executive leadership.
· Perform duties within provided guidance (a) according to Mitsubishi’s safety and quality standards and (b) in accordance with the highest technical and execution standards.
· At the direction of the VP, Aftermarket Services, participate in special assignments or other headquarters initiatives or tasks that may be identified or required to elevate the customer experience or promote employee engagement.
Skills and Experience
· Minimum of 15-20 years of industry/product experience and significant management experience in mid-sized to large organizations with multiple direct reports who may manage others
· Mitsubishi Power Aero product experience is preferred. Other aero-derivative or heavy frame gas turbine technology experience will be considered; however, gas turbine power gen product/service experience is highly preferred.
· International power industry experience and market knowledge with gas turbines and global business mindset is a must
· Collaborative team player who is adept at creating/leveraging internal relationships to meet entity, regional, and global goals, while recognizing and respecting the nuances of various cultures
· Commercial sales and service contract knowledge and business negotiating experience required
· Strong commercial acumen (proposals, cost sheets, terms and conditions, negotiations)
· Highly effective oral and written communications, presentation, and influencing skills
· Able to interface intelligently with service team members and customers to support Mitsubishi Power Aero positions
· Solution-minded
· Foreign language skills , with equal priority to Spanish and/or French; other helpful language proficiencies include Arabic, Japanese, or Portuguese
· Proficient with MS suite tools (Excel, Word, PowerPoint, Project)
Education
· Engineering (preferred) or Business undergraduate degree is required
· MBA is highly preferred
Additional Requirement
· 25-50% domestic and international travel will be required
Job Type: Full-time
Pay: $225,000.00 - $245,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
Education:
Experience:
- management: 10 years (Required)
- aero-derivative or heavy frame gas turbin: 5 years (Required)
Language:
- Spanish and/or French (Required)
Willingness to travel:
Work Location: In person