Repair Lead

Job Objectives

The Repair Lead holds accountability for a product's operational performance and ensures the highest level of customer satisfaction. This includes the mandate to drive action and reporting from all contributing departments.

Job Responsibilities

• Lead continuous improvement discussions and projects, initiating suggestions to enhance efficiency both internally and with suppliers
• Evaluate customer-specific problems and complaints, coordinating developed delivery solutions across Satair's internal departments and external interfaces
• Analyze, assess and define optimal service solutions (repair, lease or exchange) for customers, focusing on time-optimized delivery, especially during delivery difficulties
• Manage and utilize key performance indicators (KPIs) on behalf of the SPOC group to oversee material order activity and produce detailed activity reports for customers, account teams and management
• Contribute to a high-performing team by actively participating in and supporting Order Management Team activities
• Provide World-Class Customer Support by ensuring timely and qualified responses to all service requests, driving high Customer Satisfaction (CSIP)
• Act as the Single Point Of Contact (SPOC) for an assigned customer portfolio, handling all inquiries related to repair, lease, exchange, warranty and commercial questions
• Issue and manage all repair and warranty orders to approved suppliers/repair stations
• Proactively Update internal and external customers on the status of all orders and claims
• Oversee tailored OEM Programs (Repair, Exchange, Warranty, etc.) to strengthen integration with key partners
• Support Product Management, Service Management and/or Business Development teams on projects related to developing future customer product needs
• Manage cross-functional interfaces with key stakeholders, including the repair and tool service management teams, Product Managers, Satair channel AOG, Supply Management, Customer resolution Services, Account Directors, Quality, and Finance
• Maintain accurate Customer Records within relevant systems
• Independently make decisions to ensure on-time material delivery meets customer expectations
• Identify, initiate, and drive first-level escalations when material needs are not met, coordinating with respective operational functions until resolution

Secondary Responsibilities

• Drive Continuous Improvement by working closely with the Process Specialist to identify, define, document, measure, and improve processes in line with Shape & Lean standards and actively support the implementation of these improvements
• Performance Measurement & Reporting: Develop and manage Operational Performance Measurement (KPIs). Ensure the accuracy and transparency of operational reports from stakeholders, and launch initiatives to make monitoring processes leaner (data/tools)
• Participate in, organize and conduct regular account meetings with customers, suppliers, internal stakeholders (Account Directors, Product Managers etc) to share information and maintain a global view on your customers' activity when necessary and agreed with the manager
• Participate in periodic functional and cross-functional activities (eg.. projects, meetings) as agreed with the manager
• Contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
• Act as a deputy for the Head of Repair, Lease & Exchange Order Management in all operational tasks and report back accordingly

Job Requirements

• Degree - Preferably a Bsc in Business Administration, Supply Chain, Logistics, Production or Aeronautics / Aeronautical Engineering
• Minimum 3-5 years working experience in Customer Order Management/Customer Service Experience or Supply Chain or similar (good understanding of After Sales Supply Chain)
• Strong knowledge of repair management & working knowledge of SAP and FreshDesk
• Good business acumen & negotiation skills
• Knowledge of Customer Business & Operations, Customer expectations & needs
• Knowledge of Export Control Basics
• Knowledge of Maintenance Oriented Airworthiness Rules & Maintenance Operations
• Strong ability to manage cross-functional and international stakeholder relations
• Self-motivated and proactive with a customer-oriented mindset for both internal and external partners
• Structured with attention to detail; able to follow up closely and independently as a self-starter
• Ready to embrace and adapt to changes