Customer Support Director

2 weeks ago

Singapur, Singapore airbus Full time
Job Overview:

The Customer Support Director will play a pivotal role in driving Airbus' Airline support and service strategy, ensuring a cohesive approach and assisting other Business Units in achieving their objectives while meeting Airline needs.

Key Responsibilities:
  • Develop a customized Airbus Airline 'In-Service' Annual Strategy aligned with Aircraft Sales Strategy, working closely with the S-Customer Core Team.
  • Manage relationships with multiple customers, each with unique characteristics, cultures, and structures, while collaborating with Customer Affairs.
  • Provide timely support to customer operational and commercial requests in a complex environment with numerous internal interfaces and no hierarchical authority.
  • Prepare Entry into Service of new Aircraft by assembling and managing a team to ensure operator readiness for on-time entry into service.
  • Identify opportunities and promote new business for all Customer Services products and services.
  • Establish and manage customer debt recovery plans when necessary.
  • Monitor, control, and implement all Customer Services Sales Agreements and Purchase Agreements, including repair agreements and retrofit agreements.
  • Coordinate sold services follow-up via Upgrade Programme Managers, FHS Customer Programme Directors, Training Key Account Managers, NavBlue Product Managers, Digital Product Managers, and Satair Account Directors.
  • Provide first-line issue resolution and de-escalation in conjunction with the Field Service Manager.
  • Manage Support and Service Escalations & Claims.
  • Consolidate and coordinate an Airline Visit Schedule.
  • Coordinate and administer ERM (SMM) / FRM (TRM) Events.
  • Provide timely and reliable information to Airbus higher management on customer relationships and critical issues.
  • Update reviews and reports as required.
  • Exercise commercial control, ensuring expenditures are within commercial commitments, commercial gestures are under control, overdue payments are made, and close follow-up of contractual commitments is maintained.
Requirements:
  • Hold professional qualifications in aerospace engineering or a related discipline.
  • Have at least eight years' experience in the aviation industry.
  • Possess knowledge and awareness of contracting principles.
  • Have a strong level of aviation safety awareness and demonstrated high-level written and oral communication skills in English.
  • Possess strong interpersonal/negotiation skills in a multi-cultural environment.
  • Be able to develop a business strategy supported by a robust business plan or other strategic imperatives.
  • Have demonstrated ability to work in multi-functional teams.
  • Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority.
  • Be able to work autonomously and take initiative.
  • Possess an excellent track record of customer interfacing experience.
  • Demonstrate leadership, ownership, empathy, flexibility, assertiveness, and humility.

This role 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.

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