At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
Boeing Digital Aviation Solutions (DAS) is seeking a highly skilled and motivated Service Account Manager (Non-management position) to join our dynamic enterprise Service Organization based in Singapore. 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.
Key responsibilities:
- Serve as a first level escalation point for customers’ operational support.
- Coordinate 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.
Key Skills:
- 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.
Basic Qualifications (Required Skills/Experience):
- Bachelor's degree or higher in a relevant field (e.g., engineering, technology).
- 8+ years working experience including 3+ years of experience in direct customer-facing role.
- 4+ 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.
- Knowledge of Boeing Digital Aviation portfolio and services.
Typical Education & Experience:
Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 8 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+6 years' related work experience, 8 years' related work experience, etc.)
Other job-related information
- Benefits and pay are determined in line with local labor market practices. This is not an expat assignment.
- Candidates must have authorization to work in Singapore and the Company will not be sponsoring Employment Visas.
- Benefits and pay are determined in line with Singapore labor market practices. This is not an expat assignment.
Diversity & Inclusion Commitment:
At Boeing, diversity, equity, and inclusion are enduring company values. We strive to live these values every day not only because it’s the right thing to do, but because our success depends on it. The company’s commitment to diversity and inclusion means providing a work environment for all employees that is welcoming, respectful and equitable, with opportunities for personal and professional development.
Equal Opportunity Employer:
We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.
