Textron Manager, Customer Service & Support in Hunt Valley, Maryland

Manager, Customer Service & Support



Textron Inc. is a multi-industry company thatleverages its global network of aircraft, defense, industrial and financebusinesses to provide customers with innovative solutions and services. Textronis known around the world for its powerful brands such as Bell Helicopter,Cessna, Beechcraft, Hawker, Jacobsen, Kautex, Lycoming, E-Z-GO, Arctic Cat,Greenlee, and Textron Systems. For more information visit:www.textron.com.


Harnessing agility and abroad base of expertise, Textron Systems’ innovative businesses design,manufacture, field and support comprehensive solutions that expand customercapabilities and deliver value. Textron Systems' businesses areindustry-leading developers and integrators of unmanned systems, advancedmarine craft, armored vehicles, intelligent battlefield and surveillancesystems, geospatial management and analysis systems, intelligence softwaresolutions, precision weapons, piston engines, test and trainingsystems, and total lifecycle sustainment and operational services.

Textron Systems iscomprised of multiple business units: Electronic Systems, GeospatialSolutions, Lycoming Engines, Marine & Land Systems, Support Solutions, TRUSimulation Training, Unmanned Systems and Weapon & SensorSystems.

TheTextron Systems Electronic Systems Manager of Customer Service & Support isa leadership position within the Aftermarket Business Segment. This position manages an annual portfolio ofover $7M, working in a team environment, to support customers after the initialsale of a product.

The Manager of Customer Service & Support reports directly to the Directorof Aftermarket and works closely with Program Management teams to executeaftermarket sales forecasting, spares planning, and upgrade/repair/calibrationoperations. This position has two direct reports. Project Managers are required to leadcross-functional teams to propose, contract, expedite and control allaftermarket projects in order to meet or exceed our customers’expectations. They are responsible forall aspects of a project—both operationally and financially. This includes but is not limited to customerinterface, quoting, project planning, risk identification and mitigation, on-time-delivery,financial management and reporting. This is a career progression position intoProgram Management, Operations or Business Development.


  • Leadssales forecasting, spares forecasting, and securing spares on a Company RiskFund in order to anticipate and respond to customer product supportrequirements.

  • Leadsquote and proposal activity for customer support requests for designatedproduct lines, working closely with Program Managers and the Contracts team.

  • Leads andcoordinates all aspects of aftermarket work, including but not limited to:spares delivery, repair work, and calibration services.

  • Workscreatively to solve customer problems and expedite company response time.

  • Tracksall work activities in Salesforce and routinely runs metrics between Salesforceand ERP to ensure project profitability.

  • Adheresto any required internal and government regulations to ensure compliance; looksfor ways to gain efficiencies and expedite commercial contracts.

  • Leadsprocess improvement projects to improve case resolution time, gain cost-outefficiencies, and improve overall customer experience.


* Position Requirements: *

  • Bachelor's degree

  • Familiarity with Logistics & Material Planning;Familiarity with Military Aviation Support Equipment & EW Test Equipment

  • Excellent inter-personal, leadership, andcommunication skills, including the ability to supervise others and work withina team environment.

  • Ability to apply cost and financial managementcontrols to projects.

  • Knowledge of databases (Oracle) and MicrosoftOffice applications including Excel, PowerPoint, Word, Microsoft Project.

  • Effective written and oral communication skills.

  • Familiarity with the concepts of Earned ValueManagement Systems.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Job Program Management

Primary Location US-Maryland-Hunt Valley

Recruiting Company Textron Systems: Electronic Systems

Schedule Full-time

Job Level Manager with Direct Reports

Shift First Shift

Req ID: 265553