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Director, Aviation Service Center
Global Eagle Entertainment
Lombard, IL, United States
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Global Eagle Inc. provides the world’s leading In-Flight Broadband Entertainment Platform for commercial airlines. The company’s flying Wi-Fi hotspot — which delivers the world’s fastest aviation broadband speeds to passengers — provides airlines with an unmatched selection of revenue-generating and experience-enhancing entertainment, shopping and destination services.
GEE is partnering with airlines around the world to deliver a series of truly remarkable products to improve the commercial flying experience. Visit www.globaleagle.com for more details.
Suppliers
Customers - coordinate with operational teams
Training
Data-driven - implantation of tools and training
process definition and implementations for new customers/ capabilities
Role Summary
The position of Director of the Aviation Service Center / Customer Operations, reporting to the VP of Global Services & Support, will be to lead the team of ASC specialists, analysts and engineers and their support of external customers and internal teams. The ASC is an integral part of the Global Eagle Aviation Connectivity solution providing rreal-timemonitoring of all deployed systems and maintains a detailed database of historical performance information. The ASC’s goal is to rapidly resolve performance issues and provide a seamless passenger experience while reviewing performance trends to proactively identify potential service issues and resolve them before they are realized.
Key Responsibilities
• Ensure the ASC team is properly staffed, fully trained and highly motivated to fulfill their mandate.
• Maximize the ASC team’s contributions by aligning their skill sets with assignments and duties and needs.
• Within the framework of the Global Eagle Performance Management system identify the goals and skills of the team and establish objectives that will support growth and development.
• Manage external customer support events through quick, knowledgeable responses and detailed documentation capturing all aspects of the event.
• Support internal Global Eagle teams by collecting, correlating and analyzing connectivity performance data.
Key Accountabilities
• Customer response times
• Completeness of event reporting
• Job satisfaction of the ASC team
Key Authorities
• The Director of the Aviation Service Center / Customer Operations is authorized to escalate support events to the Aviation Connectivity leadership team.
• Hiring, management and growth of the ASC team.
Qualifications and Skill Set
• The successful candidate must have experience managing an engineering team and demonstrated strong leadership abilities
• Broad aviation experience working with HW engineering, SW engineering, product support and sales teams
• Experience directly interfacing with multiple aviation equipment vendors
• Strong analytical skills especially in the area of data analytics
• Demonstrated ability to examine multi parameter data sets to determine statistically significant causal relationships
• Strong background in project management
• Case study analysis and development including root cause evaluations of technical failures and limitations