Customer Support Director

1 month ago

Singapur, Singapore airbus Full time
Job Description:

Job Objectives

The Airline Customer Support Director is responsible for driving Airbus' Airline support and service strategy to ensure an aligned approach. This role assists other Business Units to achieve their objectives while satisfying the Airline.

In-line with the Global Account Management (GAM) concept, the Airline Customer Support Director leads the In-Service Core Team (ISCT) in-service account management as the primary interface for the Airline and Customer Services. This role ensures a single voice per customer.

The Airline Customer Support Director acts as the primary interface between Customer Services and the assigned Customers. This role is responsible for aircraft Entry into Service preparation and is accountable for all in-service issues while ensuring the highest level of safety, reliability, customer satisfaction, and business development.

This role manages the relationship by establishing and maintaining direct contact with Customers at management level within the Airline. The Airline Customer Support Director is aware of Customer Operational Performance and launches appropriate actions where needed. This role keeps Airbus management aware of issues and actions taken and involves all relevant departments within Customer Services or other directorates and Partners/Suppliers.

The Airline Customer Support Director ensures the implementation of Support Clauses in the Purchase Agreement and in all subsequent Customer Services commercial agreements. In conjunction with the Service Sales Director, this role identifies customer needs and promotes and actively supports the sale of Customer Services range of products and services.

Job Responsibilities

  • Develop an Individual Customised Airbus' Airline 'In-Service' Annual Strategy aligned with Aircraft Sales Strategy (Customer Affairs).
  • Manage the relationship with several customers with different sizes, cultures, structures, at various levels in the Customer organization, while working closely with Customer Affairs.
  • Provide timely support to Customer operational and commercial requests in a complex environment with many internal interfaces and without hierarchical authority.
  • Prepare Entry into Service of new Aircraft by assembling and managing a team to secure operator readiness for on-time entry into service of such aircraft.
  • Identify opportunities and promote new business for all Customer Services products and services.
  • Establish and Manage Customer debt recovery plan when necessary.
  • Monitor, control, and implement all Customer Services Sales Agreements and Purchase Agreements (including repair agreement and retrofit agreement).
  • In conjunction with the Services Sales Director for Chargeable Services (Customer Service Agreements), coordination of 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, etc.
  • In conjunction with the Sales Support Director for Aircraft Support Package (Aircraft Purchase Agreements), identification and guidance on customer needs.
  • In conjunction with the Field Service Manager, provide first-line issue resolution and de-escalation.
  • 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 the relationship with the customers and on critical issues.
  • Update reviews and reports as required.
  • Exercise commercial control and ensure that expenditures are within commercial commitments, commercial gestures are under control and minimised, overdue payments are made, and close follow-up of contractual commitments is kept.

Job 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.
  • Have 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 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: Customer Account and Service Management

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