Job Description:

Job Objectives

Administer Repair/Lease/Exchange Orders, Conversions, Warranty claims activities in accordance with Satair objectives and strategies ensuring that our products and services are delivered on time, quality and cost for highest customers’ satisfaction

Job Responsibilities

• Act as the Single Point Of Contact (SPOC) for an assigned customer portfolio, handling all inquiries related to repair, lease, exchange and commercial questions

• Evaluate customer-specific problems and complaints, coordinating developed delivery solutions across Airbus’ 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
  
  Supplier relations

• Initiate and conduct follow-up sessions/calls with the repair stations to ensure contractual Shop Processing Times (SPTs) and Turnaround Times (TATs) are consistently met and processes remain aligned

• Initiate and track actions to ensure all agreed-upon improvement plans and targets are achieved

• Keep Head Of ASOMRS, relevant Service Manager & Repair Shop Liaison Manager informed of changes in the repair station performance

• Provide World-Class Customer Support by ensuring timely and qualified responses to all service requests, driving high Customer Satisfaction (CSIP)

• 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

• Manage cross-functional interfaces with key stakeholders, including the repair service management teams, Airbus 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

• Perform other duties as required by the company to meet evolving business needs

Secondary Responsibilities

• Identify, initiate or offer suggestions to improve efficiency internally and with the repair stations

• Participate in, organize and conduct regular account meetings with customers, suppliers, internal stakeholders (Account Directors, Product / Service Managers etc) to share information and maintain a global view on your customers’ activity when necessary and agreed with the manager

• In addition to an assigned customer portfolio, assist other account teams and regions as workload and work distribution priorities demand proactively and as agreed with the manager

• Track and report on political or other market conditions, including competitor activities, that may impact Satair’s competitiveness

Job Requirements

• Diploma (Degree in Aeronautics / Aeronautical Engineering is preferred)

• Minimum 3-5 years working experience in Customer Order Management or Supply Chain or similar (good understanding of After Sales Supply Chain)

• Good knowledge of repair management

• Working knowledge of SAP

• Good analytical and numeracy skills & critical thinking

• Good business acumen & negotiation skills

• Knowledge of Customer Business & Operations, Customer expectations & needs

• Knowledge of Export Control Basics

• Technical Data Awareness with the ability to understand and interpret technical documentation

• Knowledge of Maintenance Oriented Airworthiness Rules & Maintenance Operations

• IT affinity to support the digitalization of manual processes

• Shipping and/or aviation knowledge is an advantage

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.

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