Job Description
The Customer Service Program Excellence is a bespoke programme sponsored by the top Management of Airbus Customer Services to develop a holistic Customer Services professional in Airbus.
Candidates chosen for this programme will embark on a 12 months program, consisting of 4 mission rotations of 3 months length each, including one rotation in Toulouse, France. The program is designed to gain an appreciation of the different business lines within Airbus Customer Services by supporting the day to day operations and special projects. At the end of the 12 months’ programme, the talent will be ready to assume a full time position as a Customer Support Director or with one of the business lines of Airbus Customer Services.
FIELD SERVICE REPRESENTATIVE MISSION
- Within the framework of the Customer Services policy, the job holder represents Airbus on site at the airline facility or in proximity to Customer as per the Station setup. He/She assists the Field Service Manager by providing onsite technical assistance, having contact with Engineering & Maintenance, Flight Operations, Training and Spares, ensuring communication between the airline and Airbus, in order to satisfy the Airbus Customer Services obligations towards the support of the airline.
- Demonstrate reactivity in front of Customer queries including timely facilitation of tech requests.
- Provide assistance on a wide variety of issues, not limited to technical.
- Location: Singapore
DIGITAL JOURNEY: CUSTOMER ENGAGEMENT AND PROGRAMME MISSION
- Voice of digital services to Customer: He/She is the trusted advisor to airline customer to calibrate needs, support to sales campaigns as technical experts, programme manager drumbeating deployment and ensuring customer satisfaction with regard to contractual obligations
- Establish constant and trustworthy relationship with customer to ensure smooth operations and satisfaction
- Generate business growth through identifying upselling opportunities among the customer portfolio and promote add-on solutions
- Voice of digital services in Airbus, when it relates to customers (GAM teams, Digital Sales, CSD, FSR)
- Early adopter Programme manager: Support adoption leveraging Early Adopters Program and advocating high desirability and ideas of high business value.
- Location: Singapore
PROGRAMMES: CUSTOMER SUPPORT PROGRAMME MISSION
- Lead customer service contribution to new program development and entry into service. Ensure safe, reliable and economical operations of in service aircraft.
- Monitor fleet performance and corrective actions including product maturity. Act as focal point for any program related customer service subject. Ensure cross functional management of activities.
- Define fleet policies, corrective actions and improvement plans in coordination with relevant contributors. Ensure lessons learnt & in service experience is fully taken into account for both design and equipment selection.
- Chair screening committee and Service Bulletin Board for In-Service Aircraft continued airworthiness. Lead and / or contribute to review meetings / symposium
- Location: Toulouse
CUSTOMER SERVICES DIRECTOR MISSION
- The Customer Services Director acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest.
- The role of the CSD is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.
- The CSD manages the relationship by establishing and maintaining direct contact with Customers’ management.
- In conjunction with the Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales.
- Proactively detect potential issues before they create dissatisfaction to the customer and implement appropriate action plans and mitigation plans.
- Location: Singapore
Personal & Interpersonal Skills:
- Possess global interest, value collaboration, accountability & empowerment to deliver value collectively.
- Demonstrate a subtle mix of intellectual agility with empathy/emotional intelligence
- Seek continuous improvement and translate them into concrete actions
- Capable of managing uncertainty, ambiguity, opposition and new parameters
- Ability to foster collaboration regarding cross-generational, cross-cultural, cross-functional and cross-divisional exchanges
- Ability to inspire people
- Adaptability skills
Professional skills:
- Minimum 3 to 4 years of Industry experience (not necessarily aviation)
- Strong Project Management, Leadership skills and technical background and/or experience
- Motivated and mobile, ready to go the extra mile
- Represent the diversity we expect from Airbus (gender, nationality, international background, etc.)
