Customer Support Manager (Aerospace)

Job Industry : Aviation /Aerospace

Location : Loyang , near pasir ris

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.

Chris Hunter is a leading executive recruitment business, providing both permanent and contract services to a wide range of sectors. Our clients who range from global MNC to SMEs trust us to effectively source for the right talents. They are mainly in the Aviation/Airline, IT, Manufacturing, Engineering, Construction, Energy & Resources , Retail industries.