Senior OEM Operations Manager

Job Title

Core Responsibilities

• Coordinate with suppliers, program management, sustaining engineering, and quality to provide OEM support
• Serve as the direct interface with customer personnel, including seat suppliers, monument vendors, airlines, and OEM staff
• Manage the OEM support team and escalate OEM and customer issues to the appropriate department when immediate resolution is not possible
• Ensure the OEM support team remains customer-focused, providing on-time support with accurate and detailed documentation for internal troubleshooting
• Participate in OEM and customer support calls and face-to-face meetings
• Coordinate with technical publications to ensure documentation aligns with OEM applications
• Provide direction, work scope prioritization, and guidance to the OEM support team, including handling complex or challenging problems
• Train and mentor the OEM support team in job duties, identifying and providing necessary training for departmental and individual development
• Develop work schedules based on budgets and workload, manage daily progress, and participate in team activities to facilitate productivity
• Interpret and communicate work procedures and company policies to staff
• Measure job performance, coach staff for improvement, and conduct regular performance reviews
• Evaluate OEM team performance and recommend appropriate actions
• Collaborate with executives and managers to update and monitor department or project progress, and mitigate budgetary variances as needed
• Monitor and address budgetary variances proactively
• Ensure compliance with occupational health and safety regulations and promote the well-being of the team
• Act as the lead responsible for all technical aspects
• Facilitate discussions and conflict resolution, promoting professional behavior, expectations, and team values
• Continuously contribute to improving established processes
• Perform other job-related duties as assigned
• Oversee and support site operations in assigned regions and other locations as business needs arise