In this role, Fleet Support Technical Operations Manager, you will be overseeing the day-to-day operations of a team within the Fleet Support Technical Operations (Tech Ops) team. Fleet Support Tech Ops is our primary 24/7 customer support arm for operators of GE Aerospace and CFM engine products around the world. This also includes supporting MRO and repair facilities. This is a highly collaborative global role interfacing with our regional Shanghai, China office, our partner Safran Support teams in France, and internal customers such as Product Support Engineering, On Wing Support, Commercial Field Service Engineers and our Customer BaseA candidate with a background in Airline Maintenance, Airline operations, MRO and 3rd party shops to understand the customer perspective is desirable. Comprehension of Customer Relationship Management, and use of is a plus for investigating case responsiveness concerns. You will be leading the GENPACT contract team in Cincinnati and driving LEAN in a transactional space to improve the process of supporting customer cases, AOG part orders and Technical Inquiries. Some International travel may be required.Work time is first shift US Eastern time but may require occasional after hours efforts.Job Description
Key Responsibilities:
Manage a team of contract employees for email/call center management
Daily handoff coordination with Shanghai office
Case management coordination across internal and external parties
Monitor Responsiveness Metrics and KPIs
Operational weekly reviews
Case escalations and investigations
Manage quality of service metrics and training
Manage Standard Operating Procedures (SOP)
Weekly leadership coordination with Shanghai and Safran offices
SHA team call, 1X per week
Essential Support team – 1x per week
Warehouse/FS team touchpoint – bi-weekly
Supply chain coordination
Aerospace Response Center coordination
Airframer interactions
FLIGHTDECK / LEAN rhythms
Additional Projects:
Travel Requirements:
The Ideal Candidate:
The ideal candidate is an independent results-driven leader with strong interpersonal and problem-solving skills. They thrive in a fast-paced environment, are adept at navigating complex challenges, while possessing a passion for driving continuous improvement and operational excellence.
Required Qualifications:
- Bachelor’s degree from an accredited university or college
- Minimum of 10 years of relevant operations experience
Preferred Qualifications:
- Experience in airline maintenance & operations, MRO and/or 3rd party shops to understand the customer perspective
- Demonstrated excellence in customer service environment in the aviation industry
- Prior experience working in customer service or support
- Salesforce familiarity
- Demonstrated ability to analyze and resolve problems effectively.
- Familiarity with Agentic AI and other analytical and automation options to help drive productivity to offset rapidly growing volume
- Demonstrated ability to lead teams in a customer service environment
- People leadership/mentoring skills
- Strong interpersonal, influencing and leadership skills
- Strong oral and written communication skills
GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE Aerospace will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: Yes
