Customer Support Manager Aerospace

1 week ago

Singapore CHRIS HUNTER PTE. LTD. Full time

**Job Industry : Aviation /Aerospace
**Summary of Duties**:

- Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
- Building new and developing long lasting relationships with customers
- Operate as the focal point for any and all matters specific to their customers
- Taking ownership of customers issues and following problems through to resolution
- Responsible for keeping accurate records and document customer support actions and discussions within CRM platform
- Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
- Generate post visit reports and manage actions and commitments through to completion
- Generate Key Performance Indicators (KPI's)
- Analyze data to identify trends and areas of improvements
- Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
- Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
- Support Cabin Services Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
- Awareness of customers internal issues which may inadvertently effect the Cabin Services business
- Feedback information to Cabin Service sales team on new sales opportunities and Program teams on at risk parts: PMA, Owner Operator Parts
- Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer
- Support Field Technical Representatives performing cabin inspections and generating the associated reports
- Provide level 1 & 2 technical support using CMM’s & technical drawings data
- Support STC working parties as required, support Entry into service (EIS)for new aircraft types
- Being available in accordance with constraints linked to aftermarket support domain.
- Must possess excellent interpersonal and communication skills,management /leadership acumen
- Well organized / Good presentation skills / Good negotiating Skills / a very good level of diplomacy

**Qualifications:
**Education**:Bachelor’s degree or related field/equivalent experience. Bachelor’s preferred

**Experience**:Typically requires 6 years of customer support and services experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Proven ability to manage complex projects, Customer Requests or Concerns. Airline purchasing department experience advantageous yet not essential.

**Computer Skills**:Proficient with MS Project, competent with MS Office programs

**Other Skills**:Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.

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