Job Description

Lead Service Account Manager (Crew & NOM Portfolio)

Company: Boeing India Private Limited

Job ID: 00000409958

Date Posted: 2024-01-22

Location: IND - New Delhi, India

Qualifications:

Overview

Boeing is the world\xe2\x80\x99s largest aerospace company and a leading provider of commercial airplanes, defense, space, and security systems, and global services. Building on a legacy of over a century of innovation and leadership, Boeing continues to lead the way in technology and innovation, customer delivery, and investment in its people and future growth of aerospace.

In India, Boeing has been a strong partner to the Indian aerospace and defense sectors for more than 75 years. People at Boeing have been supporting mission readiness and modernization of India\xe2\x80\x99s defense forces, and enabling connected, safer, and smarter flying experiences, in the sky, in the seas, and in space.

Technology for today and tomorrow

The Boeing India Engineering & Technology Center (BIETC) is a 3000+ diverse engineering workforce that contributes to global aerospace growth. Our engineers deliver cutting-edge R&D, innovation, and high-quality engineering work in global markets, and leverage new-age technologies such as AI/ML, IIoT, Cloud, Model-Based Engineering, and Additive Manufacturing, shaping the future of aerospace.

People-driven culture

At Boeing, we believe creativity and innovation thrives when every employee is trusted, empowered, and has the flexibility to choose, grow, learn, and explore. We offer variable arrangements depending upon business and customer needs, and professional pursuits that offer greater flexibility in the way our people work. We also believe that collaboration, frequent team engagements, and face-to-face meetings bring diverse perspectives and thoughts \xe2\x80\x93 enabling every voice to be heard and every perspective to be respected. No matter where or how our teammates work, we are committed to positively shaping people\xe2\x80\x99s careers and being thoughtful about employee wellbeing.

At Boeing, we are inclusive, diverse, and transformative.

With us, you can create and contribute to what matters most in your career, community, country, and world. Join us in powering the progress of global aerospace.

Boeing Digital Aviation Solutions (DAS) is seeking a highly skilled and motivated Lead Service Account Manager (for Crew & Network Operation Management Systems Support) to join our dynamic enterprise Service Organization at New Delhi, India. As the Service Account Manager, you will collaborate closely with Customer Success Managers and technical support teams to ensure our customers get full value of the software and support their daily operations for our Crew and Network Operation Management Software (namely, Jeppesen Crew Pairing, Jeppesen Crew Rostering, Jeppesen Ops Control and Jeppesen Crew Tracking). Your role will encompass a comprehensive understanding of Crew and Network offerings, coordinating service deliveries for Crew and Network portfolio.

Position Responsibilities:

Serve as a first level escalation point for customers\xe2\x80\x99 operational support.

Coordinates service deliveries for Crew and Network Operation Management (Crew & NOM) system support activities. The service delivery activities include but not limited to bug fixes, inquiries, service requests, system monitoring, system migration and change requests.

Host monthly meetings and provide reports to customer and internal stakeholders on the current overall customer status, metrics, issue resolution, customer escalations, risk management, and internal coordination.

Identify Risk, Issues and Opportunities related to Crew & NOM system support and drive actions to mitigate risks, resolve issues and capture opportunities.

Lead the preparation of technical and operational impact analysis for the assigned customers.

Interact with many parts of the organization to understand complex situations and provide answers to the customers.

Work closely with Customer Success Manager to provide inputs to and help execute the system adoption plans.

Act as voice of customers to provide feedback to internal stakeholders which includes but not limited to Product Development, Implementation, Support and Portfolio Management.

Critical Thinking: Ability to identify and qualify technical issues, problems, opportunities, and options within the customer\'s context.

Communications: Proficient in conveying complex information clearly and concisely. Skilled in presenting to both technical and business leaders.

Relationship Building: Inspires confidence and trust with customers and internal stakeholders, seeking win-win solutions.

Project Management: Proficient in RIO management. Effectively balances and prioritizes various tasks, plans, follows up on the planned activities and communicates status in timely manner.

Team Player: Collaborates closely with other customer-facing roles to ensure customer satisfaction.

Employer will not sponsor applicants for employment visa status.

Basic Qualifications (Required Skills/Experience):

A Bachelor\xe2\x80\x99s degree or higher is required as a BASIC QUALIFICATION

12+ years working experience including 5+ years of experience in direct customer-facing role.

5+ years of IT experiences in (software) project/program management, system design, development, support, integration or consulting.

Proven track record of managing customer relationships and escalations.

Experience with high-touch, high-complexity customer relationships.

Excellent communication, project management, and presentation skills.

Preferred Qualifications (Desired Skills/Experience):

Knowledge or experience of Airline Flight Operations

Bachelor\'s degree or higher in a relevant field (e.g., engineering, technology).

Knowledge of Boeing Digital Aviation portfolio and services.

Typical Education & Experience:

Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 12 or more years\' related work experience or an equivalent combination of education and experience (e.g. Master+8 years\' related work experience, 12 years\' related work experience, etc.)

Relocation:

This position does offer relocation within INDIA.

Boeing is the world\'s largest aerospace company and leading manufacturer of commercial airplanes and defense, space and security systems. We are engineers and technicians. Skilled scientists and thinkers. Bold innovators and dreamers. Join us, and you can build something better for yourself, for our customers and for the world.

Relocation: Relocation is available for eligible candidates, if authorized

Export Control Requirement: Not an export control position

Safety Sensitive: This is not a safety sensitive position

Contingent Upon Award Program This position is not contingent upon program award

Experience Level: Individual Contributor - 4

Job Type: Regular

Job Code: BA40I4 (BA1)

Boeing