Job Industry : Aviation /Aerospace
Summary of Duties:
- Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
- Building new and developing long lasting relationships with customers
- Operate as the focal point for any and all matters specific to their customers
- Taking ownership of customers issues and following problems through to resolution
- Responsible for keeping accurate records and document customer support actions and discussions within CRM platform
- Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
- Generate post visit reports and manage actions and commitments through to completion
- Generate Key Performance Indicators (KPI's)
- Analyze data to identify trends and areas of improvements
- Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
- Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
- Support Cabin Services Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
- Awareness of customers internal issues which may inadvertently effect the Cabin Services business
- Feedback information to Cabin Service sales team on new sales opportunities and Program teams on at risk parts: PMA, Owner Operator Parts
- Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer
- Support Field Technical Representatives performing cabin inspections and generating the associated reports
- Provide level 1 & 2 technical support using CMM’s & technical drawings data
- Support STC working parties as required, support Entry into service (EIS)for new aircraft types
- Being available in accordance with constraints linked to aftermarket support domain.
- Must possess excellent interpersonal and communication skills,management /leadership acumen
- Well organized / Good presentation skills / Good negotiating Skills / a very good level of diplomacy
Qualifications:
Education: Bachelor’s degree or related field/equivalent experience. Bachelor’s preferred
Experience: Typically requires 6 years of customer support and services experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Proven ability to manage complex projects, Customer Requests or Concerns. Airline purchasing department experience advantageous yet not essential.
Computer Skills: Proficient with MS Project, competent with MS Office programs
Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.
