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Director Customer Service

Montreal, Canada | Textron

  • Industry:
  • Position Type:
  • Functions:
    General Management
  • Experience:
Job Description:
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The Director of Customer Service is key to delivering world class support to TRU Customers. The incumbent will be responsible for all activities post qualification of the Flight Simulation Training Devices operating both strategically and tactically.The Job holder must have sufficient managerial ability to manage a multi-disciplinary team together with industry knowledge to discuss, on a technical level, Customer issues and relate those back to TRU support engineers.

Main job interfaces:

- VP Air Transport

- VP Engineering

- Regional Sales and Marketing Manager

- Director Program Management

Key Job Responsibilities:

Prime responsibility

- Establish and maintain a Customer Support Organisation in support of Flight Training Devices located worldwide. Specifically delivering  

Technical Support

Spares Support

Component repairs

Technical Publications

Technical Training

Field Service support

Unit updates and upgrades

- Set and execute support policy.

- Review, identify and report market intelligence and business opportunities for Customer.

- Support TRU representation at Industry conferences and associations as necessary.

- Preparation of Support inputs to on-going sales campaigns.

- Undertake the management of assisting new customers setting up training centres as part of the TRU train@home process.

Secondary Responsibilities

- Undertake duties of a company director participating in all aspects of running the business.

- Other management tasks conducive with the appointee’s status and experience, to be identified and reviewed with line manager on a case by case basis, based on workload and ongoing activities.



Qualifications and Experience


Strong background in provision of Customer support in a technical environment.

Minimum Bachelor degree or equivalent in a technical subject pertinent to within the aerospace industry flight simulation.

Strong communication skills and experience in dealing with different cultures.


Broad knowledge of the technologies comprising a modern Full Flight Simulator and their interactions

Understanding of flight crew training process and the role of training devices in a typical training program.

Detailed understanding of EASA regulations pertaining to the operating of FSTDs and delivery of crew training.


The role will be based in Montreal, Canada, working from the TRU facility. Travel will be required on a regular basis to TRU facilities worldwide and to Customer sites. However, there is no requirement for long term site presence.

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