Head Of Customer Services, North America
North America
• Created, as a team member, the core competencies of Customer Services – Maintenance, Engineering, Training and Flight Operations, Planning, Control & Data Management, Technical Support, Spares & Logistics and Commercial Services divisions from the ground up for SuperJet International, an Alenia Aeronautica and Sukhoi partnership, producing a 100 seat regional aircraft. Directed the establishment of Customer Services job descriptions, qualifications and reporting procedures – ISO certified. Established yearly budget for Commercial Services department based on no incoming revenue until first aircraft delivery. Required board approval and creative improvising to get this done successfully. Redesigned initial recommended levels of customer support and products to be included with each new aircraft delivery depicting Customer Services costs to Sales and Marketing associated with the service level packages in new aircraft sales campaigns. Established contract negotiation procedures for customer services interaction with sales and marketing – ISO certified. Authored the Customer Services communication protocol to be exercised “prior to”, “during” and “after” aircraft delivery. This protocol is a “how to communicate “document during these phases of negotiation presentation with both internal departments and external customers – ISO certified. Prepared Customer Service contractual language for inclusion into aircraft purchase agreement Managed customer account managers who interface with customers on contractual and technical issues. Authored the aircraft formal entry into service (EIS) procedures for customer services – ISO certified. Presented - speaker for customer services during the first operator conference held in Venice, Italy in Feb 2010. Assisted in IAC AR, EASA certification efforts to set the foundation for obtaining FAA certification on the SSJ-100 commercial aircraft when it arrives in North America.