Our customers’ success is our success. ATR Customer support strive to ensure customers’ operating needs are being met at the highest level. Having strong relationships and deep understanding of customers operations are of significant value to us.
The Customer Support Director is the prime interface and point of escalation for any major issues arising from the customers. Issues can be related to technical, spares, quality, commercial, safety, flight operations or any related subjects.
As Customer Support Director, your objective will include:
· Developing strong understanding of customer airline operations and creating support actions that can improve their business
· Anticipate issues arising that can be of impact to customers’ operations
· Developing and maintaining relationships with a portfolio of Airlines.
· Coordinate cross-functional support activities for your list of assigned customers.
· Lobbying and working with internal stakeholders and/or external vendor(s) for solutions to support customers
· Promoting the products and services developed by the ATR Customer Service Directorate.
ACTIVITIES
· Ensure daily contact with the Customers assigned to him/her on major support matters
· Monitoring of customers’ fleet utilization and anticipate any support requirements
· Visit the assigned Customers on a regular basis, in order to review overall support aspects including, but not limited to, technical matters, fleet performance, spares and repairs, commercial products and services including GMA, vendor issues, credit management and anticipation of future needs
· Ensure the coordination of all support matters within AES as far as his/her assigned Customers are concerned. Specific project management and follow-up shall be performed across ATR directorates and in full coordination with customers.
· Actively support AES’s Aircraft Sales Directors and other commercial services during sales campaigns of aircraft and/or services. In doing so, participate during the initial contact with potential customers in order to assess their specific needs
· Monitor Customer satisfaction and ensure proper communication is made on the matter
· Assist the Credit Management team in the efforts to collect on-time payments from the Customers
· Other duties as assigned.
PROFILE
· University degree or equivalent either in engineering or business management
· At least 7 years of professional experience in the following fields:
o Experience in an airline organization or in a position of customer support role
o Experience of aircraft manufacturer Customer Services organization and activities
· Understanding of aircraft systems and structures.
· Good knowledge of aircraft maintenance and operations.
· Commercial experience is a plus
· Ability to understand and synthesize complex issues and co-ordinate the activity of different working teams towards their resolution.
· Project management skills and ability to coordinate activities on a transversal basis Customer-orientation, communication and soft skills product quality conscious and understanding of operator’s constraints
· Frequent travelling is required
· Ability to work under stress conditions and ability to travel under short notice
· Languages: Fluent English. Chinese and French language speaking skill would be a plus.
· IT: Fluent with Microsoft Office software, including MS Word, Excel, PowerPoint, and Outlook.
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