Customer Service Manager

• Support customers throughout the assigned territory and help establish TLD customer support as a key differentiator in the marketplace.
• Oversee and manage the operational execution of all service-related activities.
• Monitor service performance and maintain accountability for key service KPIs, including TOC, TIR, and TAT.
• Work closely with internal teams, factories, spare parts operations, customers, and third-party service providers to ensure successful service delivery.
• Ensure compliance with service standards, quality requirements, and audit expectations.
• Participate in group and cross-functional projects that support ongoing business improvement initiatives.

• Lead and manage the Area Service Technician (AST) team.
• Supervise and oversee third-party service activities within the region.
• Participate in hiring, evaluating, training, and developing team members.
• Coach and develop direct reports while fostering continuous improvement.
• Ensure employees maintain the technical competency necessary to support TLD equipment and customers.
• Prepare and manage the department's annual budget, including cost allocation and invoicing controls.

• Manage service activities through TLD systems and modules including TOC, CSR, WC, SB, and PDC.
• Oversee the commissioning of TLD equipment.
• Ensure warranty claims are handled efficiently and within the shortest possible time.
• Coordinate implementation of required service bulletins and company-directed service actions.
• Partner with internal and external stakeholders to minimize customer equipment downtime at a reasonable cost.
• Provide actionable feedback to factory teams through Product Defect Claims (PDC) and other service channels.
• Coordinate customer and employee training programs as needed.
• Maintain regular communication with customers and TLD entities regarding ongoing and future service activities.

• Support the selection and qualification of new service partners.
• Ensure third-party personnel receive appropriate training on TLD equipment and service expectations.
• Conduct and monitor formal audits of service partners throughout the territory.

• Maintain and regularly update service management systems and modules.
• Establish team performance goals and ensure achievement of objectives.
• Report monthly service performance results and conduct service reviews.
• Review service documentation and ensure proper filtering and closure processes are followed.
• Promote and support root cause analysis and continuous improvement initiatives.

• Contribute to cross-functional and group-wide projects.
• Maintain effective communication with factory teams and TLD leadership involved in customer support activities.
• Participate in the annual International Customer Meeting.

• Bachelor's degree or higher in a technical field.
• Minimum of five (5) years of experience in a similar position.
• Full proficiency in English.
• Strong customer focus with the ability to work autonomously and efficiently manage multiple priorities.
• Ability to perform effectively in a fast-paced environment and handle stressful situations professionally.

• Knowledge of Ground Support Equipment (GSE) products.
• Familiarity with aviation and aerospace environments and industry standards.

The Company is committed to protecting the confidentiality, integrity, and availability of its information assets in alignment with ISO 27001. All employees are required to follow information security policies, safeguard company data and systems, and promptly report any suspected security incidents or violations.