Customer Support Director

2 months ago

Singapur, Singapore airbus Full time
Job Description:

Job Summary:

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

Key Responsibilities:

  • Develop an Individual Customised Airbus' Airline 'In-Service' Annual Strategy (through the S-Customer Core Team) 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, whilst 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.

  • Identifying 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

    • Close follow-up of contractual commitments is kept

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 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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