Satair - Repair Lead

Job Description:This job is based in Satair, if you want to know more about our business, please click here to find out more.Job ObjectivesThe 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 ResponsibilitiesLead continuous improvement discussions and projects, initiating suggestions to enhance efficiency both internally and with suppliersEvaluate customer-specific problems and complaints, coordinating developed delivery solutions across Satair’s internal departments and external interfacesAnalyze, assess and define optimal service solutions (repair, lease or exchange) for customers, focusing on time-optimized delivery, especially during delivery difficultiesManage 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 managementContribute to a high-performing team by actively participating in and supporting Order Management Team activitiesProvide 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 questionsIssue and manage all repair and warranty orders to approved suppliers/repair stationsProactively Update internal and external customers on the status of all orders and claimsOversee tailored OEM Programs (Repair, Exchange, Warranty, etc.) to strengthen integration with key partnersSupport Product Management, Service Management and/or Business Development teams on projects related to developing future customer product needsManage 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 FinanceMaintain accurate Customer Records within relevant systemsIndependently make decisions to ensure on-time material delivery meets customer expectationsIdentify, initiate, and drive first-level escalations when material needs are not met, coordinating with respective operational functions until resolutionSecondary ResponsibilitiesDrive 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 improvementsPerformance 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 managerParticipate in periodic functional and cross-functional activities (eg.. projects, meetings) as agreed with the managerContribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performanceAct as a deputy for the Head of Repair, Lease & Exchange Order Management in all operational tasks and report back accordinglyJob RequirementsDegree - Preferably a Bsc in Business Administration, Supply Chain, Logistics, Production or Aeronautics / Aeronautical EngineeringMinimum 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 FreshDeskGood business acumen & negotiation skillsKnowledge of Customer Business & Operations, Customer expectations & needsKnowledge of Export Control BasicsKnowledge of Maintenance Oriented Airworthiness Rules & Maintenance OperationsStrong ability to manage cross-functional and international stakeholder relationsSelf-motivated and proactive with a customer-oriented mindset for both internal and external partnersStructured with attention to detail; able to follow up closely and independently as a self-starterReady to embrace and adapt to changesThis 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:Satair Pte LtdContract Type:PermanentExperience Level:ProfessionalJob Family:Material Support & servicesBy submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.