HO Customer Support APAC

3 weeks ago

Singapore Airbus pioneers Full time

Job Description:

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.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company:

Airbus Singapore Private Limited

Employment Type:

Permanent

-------

Experience Level:

Professional

Job Family:

Leadership

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

  • Executive Assistant to HO Region, AH APAC

    4 weeks ago

    Singapore Airbus Helicopters Southeast Asia Private Limited Full time

    The Executive Assistant (EA) works in close collaboration with the AH (Airbus Helicopters) Head of Region, APAC (HoR) to support & contribute to the achievement of regional objectives, enhancing regional operational efficiency and growth of the region. He/she assists the HoR in drumbeating the team management in terms of processes and routines.He/she must be...

  • Executive Assistant to HO Region, AH APAC

    4 weeks ago

    Singapore AIRBUS HELICOPTERS SOUTHEAST ASIA PRIVATE LIMITED Full time

    Roles & ResponsibilitiesThe Executive Assistant (EA) works in close collaboration with the AH (Airbus Helicopters) Head of Region, APAC (HoR) to support & contribute to the achievement of regional objectives, enhancing regional operational efficiency and growth of the region. He/she assists the HoR in drumbeating the team management in terms of processes and...

  • Regional APAC Manager, US Listed Medical Device

    3 weeks ago

    Singapore APAC Michael Page Full time

    As the Regional FP&A Manager, you will play a critical role in partnering closely with the Commercial Head of APAC to provide financial insights and strategic support for our sales and services operations. This role requires a seasoned finance professional with extensive experience in both sales and services, coupled with strong analytical skills and...

  • APAC Data Support Lead

    4 days ago

    Singapore Neoxam Singapore Pte. Ltd. Full time

    JOB DESCRIPTIONNeoXam APAC is looking for an experienced and motivated Support Lead who will support our APAC clients, presales and services team, and working closely together with the R&D team. This role is based in Sydney or Singapore. He / she will join an APAC team of experienced consultants and participate in support and optimisation of NeoXam...

  • APAC Data Support Lead

    6 days ago

    Singapore NEOXAM SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesJOB DESCRIPTIONNeoXam APAC is looking for an experienced and motivated Support Lead who will support our APAC clients, presales and services team, and working closely together with the R&D team. This role is based in Sydney or Singapore. He / she will join an APAC team of experienced consultants and participate in support and...

  • Sales Manager

    2 weeks ago

    Singapore Faststream Recruitment Full time

    about the company Our client is a leader in combating marine growth on structures like ships and wind farms, is currently seeking a Sales Manager (APAC) to join their team. They offer innovative, eco-friendly solutions that reduce the reliance on harmful chemicals and cut maintenance costs. about the role Drive sales growth in the APAC Region, with a...

  • Legal Counsel, APAC

    1 week ago

    Singapore Vantage Data Centers Apac Pte. Ltd. Full time

    The Legal Counsel, APAC is responsible for providing legal advice and corporate governance in support of:existing operations in Hong Kong, Malaysia, Japan, Taipei and Australiasite selection and property acquisition activities across the Asia Pacific regionfinancing, or M&A activities andinternal compliance and regulatory requirements.This position involves...

  • APAC IT Support Engineer

    3 days ago

    Singapore KOS SG PTE. LTD. Full time

    Roles & ResponsibilitiesOur European MNC client is investing and expanding across Asia Pacific, currently looking for their first IT Support to handle level 1 and level 2 support on any IT issues in APAC region.Your responsibilities would be: Act as liaison between the regional offices and HQ in providing technical assistance to Singapore, Malaysia, India,...

  • APAC Brokerage Analyst

    6 days ago

    Singapore Ups Asia Group Pte. Ltd. Full time

    Job Description:The APAC Region Brokerage Analyst (Customs and Trade Compliance, CTC) supports both internal and external customers navigating international trade compliantly. He/She supports the identification of customs clearance requirements and helps brokerage maintain compliance with cross-border regulatory requirements. He/She shall be the coordinator...

  • Financial Controller

    1 week ago

    Singapore APAC Michael Page Full time

    To promote continuous expansion in APAC, a technology start-up is hiring for a Regional Financial Controller. Their top-line and gross profits continue to outpace the projected growth and they are committed to continuous R&D to further enhance their services.Client DetailsMy client is a Technology start-up that leverages on artificial intelligence, provides...

  • Head of ALMT APAC OPC

    1 week ago

    Singapore Bnp Paribas Full time

    What is this position about ALM Treasury is a Transversal Activity present throughout the Group in more than 50 countries, with around 600 employees fulfilling 3 operational missions which consist in: - managing the Group's liquidity position, both in business as usual conditions and in crisis situations - managing the interest rate risks in the banking book...

  • Customer Service Manager

    1 week ago

    Singapore Biosensors Interventional Technologies Pte. Ltd. Full time

    SummaryThe Customer Service Manager will be responsible to lead the Customer Service Team in the Order to Cash process for Asia-Pacific Region and ensuring the team are operating in accordance to corporate policies, International regulations and compliance.ResponsibilitiesProvide leadership to Customer Service team and to meet corporate and departmental...

  • Customer Service Manager

    3 days ago

    Singapore BIOSENSORS INTERVENTIONAL TECHNOLOGIES PTE. LTD. Full time

    Roles & ResponsibilitiesSummaryThe Customer Service Manager will be responsible to lead the Customer Service Team in the Order to Cash process for Asia-Pacific Region and ensuring the team are operating in accordance to corporate policies, International regulations and compliance.Responsibilities Provide leadership to Customer Service team and to meet...

  • O2C Billing Specialist 1 year contract

    1 week ago

    Singapore APAC Page Personnel Full time

    This role is responsible for managing billing operations for the APAC region, including revenue reconciliation, client invoicing, and support for accounts payable tasks, with a focus on accuracy and efficiency.Client DetailsA global recruitment agency specializing in finding talent for various industries and sectors, with a focus on providing quality...

  • Senior Financial Analyst

    1 week ago

    Singapore APAC Page Personnel Full time

    This is a Senior Finance Analyst position seeking for seasoned FPA candidate with great tenacity and agility to navigate a dynamic start up environment. This is an engaging position where individual will work closely with Senior Manager and APAC director to drive success in a fast-paced atmosphere.Client DetailsOur client is a leading provider of global...

  • Technical Application

    1 month ago

    Singapore Business Sweden Business Support Office Ab Singapore Branch Full time

    We hold a robust market position and is experiencing rapid growth, actively seeking new market opportunities. Your primary responsibility as a Technical Application & Sales Engineer is to provide support for the company's APAC operations and collaborate with our local partners to expand our business in the region. You will become an integral part of our...

  • Technical Application

    1 month ago

    Singapore BUSINESS SWEDEN BUSINESS SUPPORT OFFICE AB SINGAPORE BRANCH Full time

    Roles & ResponsibilitiesWe hold a robust market position and is experiencing rapid growth, actively seeking new market opportunities. Your primary responsibility as a Technical Application & Sales Engineer is to provide support for the company's APAC operations and collaborate with our local partners to expand our business in the region. You will become an...

  • Bus Captain

    4 days ago

    Singapore NAM HO DMC PTE. LTD. Full time

    Roles & ResponsibilitiesNam Ho DMC Pte Ltd is a fast growing destination Management Company with a fleet of 20 Vehicles serving Tourists visiting Singapore and local transport serivce.We are looking for Bus Captain who are service-oriented and willing to immerse in our fast pace environment. Roles and Responsibilities Provide a safe, comfortable and...

  • Senior FA

    4 days ago

    Singapore APAC Page Personnel Full time

    This is a Senior Finance Analyst position seeking for seasoned FPA candidate with great tenacity and agility to navigate a dynamic start up environment. This is an engaging position where individual will work closely with Finance Manager and APAC director to drive success in a fast-paced atmosphere.Client DetailsOur client is a leading provider of...

  • End User Computing Support

    4 days ago

    Singapore Capgemini Singapore Pte. Ltd. Full time

    Job DescriptionThe successful candidate will be responsible for end-user solutions in Singapore and APAC region.He/she will lead the project implementation and plan for future solution roadmap liaising with the relevant department in the Head Office.This role needs to communicate with Japanese speaking users/stakeholders on daily basis for miscellaneous...