Field Service Regional Manager, IATA 2

  • Anywhere
  • Anywhere

Raytheon UK

Role Overview

The Field Service Regional Manager is responsible for leading a team of Field Service Managers (FSMs) in delivering exceptional customer support for airline customers in the IATA 2 region. As our FSMs are customer-facing ambassadors for Collins Aerospace and Mechanical Systems and integral to the customer satisfaction of our customers, the Regional Manager must be a champion for customer-first culture. The Regional Manager will lead the IATA 2 team FSMs in providing technical support for Collins Mechanical Systems (Actuation Systems, Propeller Systems and Cockpit Controls, and Cargo Systems) products and general customer issue resolution to airline customers in the region. Regional Manager may be located anywhere in IATA 2 / EMEA (Europe, Middle East, or Africa).

Primary Responsibilities:

  • Cultivate and promote a customer-first culture amongst FSMs and Mechanical Systems business, embracing a “One Mechanical Systems” and “One Collins” mindset
  • Drive actions and initiatives that improve customer satisfaction
  • Embrace and promote a continuous improvement culture, enabling FSMs to be more effective and efficient and improving the ease of doing business for our customers. Utilize CORE tools when approaching challenges with customers or internal processes.
  • Communicate the voice of the customer to business stakeholders
  • Actively manage IATA 2 FSM team’s customer support activities, including customer visit planning, FSM coverage planning, customer review schedule (e.g., Technical Review Meetings, Quarterly Business Reviews), customer engagement, and case management.
  • Monitor customer satisfaction and proactively address major technical and customer issues throughout the region. Work with relevant business segments and/or other stakeholders to develop action plans and resolve customer issues.
  • Establish regional FSM staffing plans, including recruiting, interviewing, hiring, and onboarding
  • Play an active role in helping FSMs with professional development and progress toward their desired career paths. Recognize employees for work well done.
  • Foster an environment that encourages teamwork, open communication, camaraderie, personal accountability, and mutual respect across FSMs and business segments
  • Plan for and manage EIS field service for new and emerging programs
  • Manage regional budget to ensure compliance to financial plan
  • Serve as FSM for a select small group of airline customers
  • Create an environment that adheres to and embraces the Collins Aerospace culture and commitment on Ethics, EH&S, and Global Trade and compliance policies.

Preferred Qualifications:

  • 10 years’ experience in aircraft industry.
  • 5+ years of end-use (airline/operator) customer facing experience. Leadership experience/potential.
  • Fluent in both spoken and written English. Additional language appropriate for the region highly desired.
  • Ability to manage a culturally diverse and global team.
  • Ability to inspire and motivate workforce.
  • Able to work under pressure and prioritize effectively.
  • Strong customer interface and negotiation skills.
  • Solid interpersonal, management and leadership skills.
  • Excellent verbal, written and presentation communication skills.
  • Assertive and results-oriented individual with strong analytical skills and experience.
  • Must lead by example.

Basic Qualifications:

  • This position requires a bachelor’s degree in Engineering with 10 or more years of relevant experience or an Advanced degree in the appropriate discipline and 7 years of relevant experience. In the absence of a degree, 15 years of relevant experience is required.
  • Ability to travel approximately 25% – 50%.

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Raytheon UK

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