Head of Customer Support APAC

2 weeks ago

Singapore Airbus Singapore Private Limited Full time

Job Objectives

Customer satisfaction is key to develop customer relations and Airbus services, it is also one of the pillars of Airbus' strategy. The Airbus Regional Head of Customer Support (RHoCS) plays a key role to:

  • Lead the team of Customer Support Directors (CSDs) and Regional Field Service (FS) teams
  • Develop personal relations with key Airbus customers' senior and top management
  • Voice the regional customers' requirements inside Airbus and escalate accordingly in the S organisation and notably all Business Lines (BLs)
  • Promote and enhance Safety of Airbus aircraft operations by our Customers
  • Drive and improve Customer satisfaction in APAC.
  • Unique to APAC region, the position also oversees and manages the activities of the supplier support team.

Job Description

The RHoCS is accountable for the application and consistency of the documented processes of Set-up, Deploy and Monitor customer support. The RHoCS also has a personal role to play in customer relationship management by acting as an escalation path, a facilitator, and ensuring that all customers in the region are treated in-line with Airbus' strategy.

The primary responsibilities of the RHoCS are listed below.

Monitor and improve customer satisfaction through:

  • Encouraging and guiding the CSD to lead the In-Service Core Team (ISCT) to develop and execute a customer in-service strategy as part of the customer's Global Account Strategy (GAS).
  • Prioritising and overseeing the execution of actions in response to feedback received, including as part of the Customer Satisfaction Improvement Programme (CSIP).
  • Overseeing support and service activities throughout the lifecycle such as Entry Into Service (EIS), delivery of services, aircraft transfer etc., stepping-in to provide assistance to the ISCT when issues are foreseen or encountered.
  • Ensures that the Customer Support team is actively and constantly monitoring the aircraft operations so that safety and fleet operations reliability deviations can be anticipated and corrective action plans launched in a timely and organized manner.
  • Ensures that the Customer Support team can deliver Customer support based on Airbus value and the code of conduct, and in accordance with processes, technical constraints and commercial targets defined by the Company.
  • Proposes and defines new business solutions, processes and commercial approaches in case the existing ones cannot address Airbus or customers' expectations.
  • Responsible to continuously listen and understand the market expectations in the region so that the right products and services offering can be developed to meet and anticipate customers' needs.
  • Oversees, coordinates and manages the activities of the supplier management team in APAC, in close engagement with the Central teams.

Foster the Customer Support team through:

  • Translating and connecting the team to Airbus' strategy.
  • Seeking opportunities to empower, delegate and develop the team and individuals.
  • Monitoring health and safety.
  • Following and encouraging the application of Airbus' values.
  • Foster team spirit.
  • Managing resources and budget in accordance with the Annual Operating Plan (AOP).

Synchronise Airbus' and the Customer's Operations through:

  • Representing Airbus Senior Management in-front of customers' management to ensure aligned Airbus communication and actions.
  • Explains Airbus strategy and positioning in terms of Customer Support and Services. Ensures Customers perception and concerns are properly fed back into the Airbus organization and taken into account so as to facilitate continuous improvement as well as new services development.
  • Working with the Customer Affairs (Aircraft Sales) organization to ensure that the roles and responsibilities of the participants to the Global Account Management Team (GAM-T) are appropriate, well understood, and followed.
  • Working with other Airbus Business Units (BUs) to ensure the customer interface and approach is aligned.
  • Continually assessing and proposing improvements to the 'Set-up, Deploy and Monitor Customer Support' process.
  • Acting as an escalation path to assist the ISCT to obtain company support to solve difficult customer issues.
  • Ensures accurate and timely reporting of Customer operational and product safety concerns.
  • Providing accurate, timely and relevant reports on customer and Airbus activities.
  • Making commercial decisions and recommendations to best support Airbus and the customers' interests.

The pre-requisites for the RHoCS include:

  • Demonstrated customer and service mindset.
  • Ability to build vision and strategy with a creative mindset.
  • Significant personal initiative and tenacity, both when working alone and as a member of a team.
  • Demonstrated multi-cultural experience.
  • Problem solving attitude seeking simplicity, able to make well-considered decisions.
  • Assertive, open minded, flexible and adaptable.
  • Superior interpersonal and communication skills and experience in managing stakeholders at various levels in an organization.
  • Attention to detail and strong risk intuition.

Job Requirements

  • Degree in an aeronautical related discipline or business.
  • At least 10 years' experience or knowledge of airline operations, product support, customer support and services, aerospace related training, aircraft or support engineering, aerospace related technical sales and marketing, project management.
  • Past Airline or Aircraft manufacturer experience on the technical, as well as on the commercial side would be an advantage.
  • Particularly and highly concerned by customer support, service and service-minded.
  • Good presentation and negotiation skills, written and spoken. Ability to speak other languages is a bonus.
  • Result oriented, able to work autonomously and with short deadlines.
  • Recognized managerial and leadership skills, ability to build and develop effective cross-functional team work, work with multiple stakeholders and perform in a multicultural environment.
  • Strong ability and sense to build vision and strategy.
  • Project management experience.

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