a) Oversee CSR and SA team to ensure AOG support, order fulfilment towards customers’ service for satisfaction.
b) Responsible for daily customer support and service for purpose of MRO sales related matters to meet the Sales Repair target plan including account management, preparation of proposal, quoting, payment matters, liaison and fulfilling sales & repair orders.
c) Handling of warranty claims and manage customers’ complaints with the team.
d) Ensure MRO TAT follow up, communicate targets, achievements and justify the discrepancies and propose alternative solutions when appropriate.
e) Propose best commercial solution according to customer needs, in compliance with SEDSA strategy and customer’s expectations.
f) Monitor, analyze and improve MRO activities on LRUs.
g) Secure good relationship with customers via interactive mode of communications.
h) Ownership of overall customer satisfaction / perception of SEDSA as an MRO site.
i) Daily monitoring and communicate all repair flows between SEDSA and customers to ensure smooth operation, efficient communication and service rate/OTD being met.
j) Involve in any special mission, such as imminent AOG, expedition of specific order, delivery discrepancy, quality complaint, etc.
k) Follow up on delivery schedule for sales orders and repairs status with Workshop / Supply Chain/ Planner.
l) Generate reports for analyzing KPIs to improve performance
m) Provide guidance and support to team members. Promote Safran culture to empower people.
n) Set-up processes and KPIs for the team; support business and quality audits.
o) Participate in the Continuous Improvement projects in Customer Service Department (methods) to promote efficiency and productivity.
p) Actively participate and contribute to HSE initiatives & Corporate HSE programs and in HSE risk communications & mitigations.
q) Comply with all health, safety and environment (HSE) regulations as prescribed by law and company’s policies.
r) Any other duties assigned.
