Field Support Manager – Japan

Job Summary

Field Operations is seeking a Regional Field Support Manager (FSM) to be based in Japan supporting our customers throughout Japan. This person will manage strategic customer accounts in the region driving benchmark customer satisfaction levels. They'll be the primary liaison between the assigned customer base and P&WC in support of technical and commercial service-related activities. They will own, maintain, and drive action items for assigned customers to achieve strategic objectives.

Key Responsibilities :

• Primary point of contact with P&W customers, responsible to provide on-site assistance and solutions for all technical, commercial, and operational issues encountered while working in partnership with the appropriate departments at P&WC.
• Highly trained and skilled individual with expert knowledge of P&WC engines and must be able to work well at all levels within their customer base, from the CEO to the Director of Maintenance, Engineers, and Technicians.
• Communicate, interface and work effectively with many internal P&WC departments to achieve the results of delighting their customer base.
• Frequent travel to visit customers in the assigned region. Work schedule is dependent upon the support requirements of our customers. May be required to work irregular hours and maintain a frequent travel schedule, sometimes on short notice. From time to time after normal working hours, it may become necessary to respond to a customer’s AOG (Aircraft On Ground) requirement or urgent matter.
• Manage and support customer CRM accounts. Act as single point of contact for the strategic customers in the region along with acting as a liaison between Customer Programs, Global Frontline, and the customer base.
• Support regional technical / commercial reviews and senior management meetings with the customer base. Support Entry-into-Service (EIS) on new engine models while defining strategies to drive service improvements and provide best-in-class support.

Basic Qualifications :

Preferred Qualifications & Experience :