Aircraft Fleet Management Leader
Legacy Engineering, a division of PDS Tech, is seeking an Aircraft Fleet Management Leader for the Regional Jet Development Program.
Promotion to Director Level will be indicated based on performance.
This position is located in Nagoya, Japan, and will require extensive international travel to customer sites.
The Regional Jet Fleet Chief is the primary company executive focal to customer airlines for any in-service technical or business issue. The role is to work across the company leadership team (primarily with the Chief Engineer) to quickly resolve customer issues/concerns and to represent the “voice of the customer” within the company. This person leads the world-wide Fleet Management organization which includes the following functions and processes: the Customer Service Management function, the Field Service function, the entry-into-service Start-up Teams. In addition, the Fleet Management Group has responsibility to represent the customer in the aircraft change and/or Continued Airworthiness process to improve overall safety and economics. Lastly, once fully developed and deployed, the Fleet Management Group is responsible for the definition and requirements of the Customer Portal with support from the respective IT Manager from the Planning and Programs Manager assigned to Fleet Management.
Additional group leader responsibilities include establishing deliverable commitments, work priorities, creating and managing the development process, creating the team as needed (including 3rd parties required to supplement company staff) and team structure, implementing governance and communication processes, and evaluating the performance of the group.
Senior Vice President and Head of Customer Support
Scope of Work
As the Fleet Chief, this person is the primary technical focal point to airline customers for any in-service issues. Critical issues will be managed across the Program with Engineering and Program Management. As part of the Continued Airworthiness process, the Fleet Chief is responsible to establish and manage the Lead Airline Process, working directly with the Lead Airline to determine the impact of potential safety issues or Service Related Problems (SRPs) and developing interim and terminating actions. In addition, the Fleet Chief will create and manage the Fleet Improvement Process to develop solutions for chronic reliability or performance issues. The Fleet Chief will hold regular executive reviews with airline customer management to provide reports on fleet performance and status on resolving high-priority airline issues.
Field Service is Customer Support first line of defense and, for the airline, is the experienced face of Customer Support. Field Service Representatives are located at the customer to offer technical advice, informal training, to serve as the liaison between the airline and the rest of Customer Service, to communicate and expedite actions or support needed from company and to be a firsthand observer about the airlines strengths and weaknesses in handling the aircraft in service. If customers raise issues and concerns the Field Service Representatives cannot resolve on their own, they can engage the company engineering team through the Service Request process. When specific issues require significant coordination or are of strategic importance to the customer, the Field Service Representative can engage Customer Service Management for administrative assistance.
Customer Service Management
The Customer Service Management function provides direct engagement with customer airlines, through Account Managers, to ensure customer business and technical issues are being properly prioritized and resolved by the correct company organization. This function also has a centralized team at Nagoya which is responsible for internal coordination/resolution of customer issues. The internal team also provides administrative support for the Fleet Chief to provide status on issues and to prepare for scheduled customer executive meetings.
Customer Airline Entry into Service (EIS) and Start Up
Start-up Teams will be formed and dispatched to be on-site with customers as they prepare to receive their first airplane and to assist airline with initial operation and maintenance through the first few months after delivery. Start-up Teams (SUT) will be made up of specialists from various company disciplines including Service Engineering, Design Engineering (on loan to Customer Support), and Suppliers. Start-up Team activities include:
On-site maintenance and troubleshooting support during training flights, regulator proving runs, and the first few months of revenue service
Clarification of flight and maintenance documentation based upon questions received and issues raised
Real-time coordination with company resources in Nagoya to answer any performance and operational questions
Identification and coordination with appropriate company organizations for the correction of any errors or omissions identified in the flight and maintenance manuals
On-site reinforcement of customer airline aircraft training (particularly maintenance, ground handling and ramp services)
Expected Education/Experience and Skills:
Qualified candidates must hold an engineering degree from an accredited Engineering School.
Candidates must have worked in commercial aerospace for an Original Equipment Manufacturer (OEM), and have 10 or more years in leadership positions in Design Engineering and/or providing Service Engineering functions supporting commercial airline customers.
Candidates must have Regulatory (FAA/EASA/JCAB) coordination experience.
Candidate must have proven interpersonal skills and strong project management skills
Candidates must have skills and experience managing Suppliers.