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Customer Support Director

Goodrich Corporation

Job Code:
Goodrich Corporation
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Job Details

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UTC Aerospace Systems is one of the world’s largest suppliers of technologically advanced aerospace and defense products. We design, manufacture and service systems and components and provide integrated solutions for commercial, regional, business and military aircraft, helicopters and other platforms. We are also a major supplier to international space programs.

In 2012, UTC Aerospace Systems was formed by combining two industry leaders, Hamilton Sundstrand and Goodrich, creating an organization with key positions on a wide range of aircraft flying today and substantial content on various UAVs, satellites and ground and naval vehicles. 

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Job Title: Customer Support Director Requisition Number: 18185
Functional Area: Customer Support
Work Location: Customer Services - Xiamen
Job Description Summary: This position will be based at China Southern Airlines in Guangzhou, China.

The Customer Support Director (CSD) is responsible for representing Goodrich Corporation as the primary interface at specific strategic customers. The role will serve as the advocate of the customer to the enterprise and the advocate of the enterprise to the customer. The CSD is also responsible for facilitating day-to-day commercial and technical activities, Enterprise and cross SBU interactions as well as relationship management.

Primary Roles:

  • Primary interface – Enterprise level

  • Customer Advocate and Company Advocate

  • Manage timely problem resolution (identification and facilitation)

  • Understand and transmit customers’ needs/market intelligence/ competition data

  • Serves as a conduit for information

  • Know the customer culture and organization.

  • Facilitate all SBU meetings and interactions.

  • Decision maker/problem solver (within a defined range and for certain types of decisions)

  • Goodrich performance monitor for customer

  • Relationship management

  • Responsibilities:

  • Ensure that Goodrich and all SBUs achieve success in their business relations with customer.

  • Manage relationship with customer to support growth and ensure service levels and customer satisfaction.

  • Builds and supports customer relationship and creates loyalty to Goodrich.

  • Provide customers with valuable interface – “customer acknowledges that value”

  • Serves as communications link (“bridging conduit”) between customer and Goodrich.

  • Helps Goodrich improve service metric.

  • Problem resolution - authority and responsibility to resolve problems at site level.

  • Establish resolution priorities at the customers (own the problem resolution process)

  • Authority to escalate a problem to the appropriate level within Goodrich and customer.

  • Know the customer:

  • -Organization


    -Key decision makers

    -Competitive information


  • Know the Goodrich organization and key personnel

  • -Opportunity identification and communicate to the appropriate person within Goodrich.

    Basic Qualifications: Requirements:

  • Candidates must have Bachelors or equivalent degree, a demonstrated technical aptitude and seven or more years of business experience in the Aerospace industry. Degree in a technical field preferred.

  • Prior customer facing experience.
  • Some prior business development experience preferred.

  • Must be able to work across external or internal business boundaries to secure the desired outcome.

  • Excellent organizational, planning, and time management skills.

  • Ability to manage multiple projects simultaneously.

  • Must be able to read, write and speak Mandarin fluently.

  • Cultural experience – language skills.

  • Excellent communications skills – oral and written.

  • Supports and drives team building and collaborative work style.

  • Seeks out responsibility, identifies problems and recommends and implements solutions.

  • Airline background is desirable.

  • Physical Requirements:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Daily travel within a region of the US or other global location by personal auto and mass transit.

  • Occasional overnight travel (2-5 days nominal duration) by commercial air, rail and/or auto within the continental US or other region of the world.

  • Occasional international travel (3-7 days nominal duration).

  • Work Environment:

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Low-rise office with appropriate access for the disabled.

  • Nominally quite, semi-private or open office spaces.

  • Professional / business casual dress code and occasional business dress


  • Customer Focus

  • Problem Solving

  • Business Acumen

  • Dealing with Ambiguity

  • Organizational Agility

  • Presentation Skills

  • Action-Oriented

  • Interpersonal Savvy

  • Composure

  • Informing

  • Conflict Management

  • % Travel Required: 20 - 30%
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