Customer Support Manager

2 weeks ago

United Arab Emirates ExecuJet-MRO Full time

JOB PURPOSE:


ExecuJet MRO Services is currently seeking a suitably qualified Customer Support Manager to ensure and maintain the highest level of MRO customer satisfaction.


KEY RESPONSIBILITIES:


The Customer Support Manager's role is to ensure the highest level of customer satisfaction throughout the maintenance process, while ensuring coordination of large maintenance projects and key budget and delivery targets are met.


The following points are focal to this position:

  • Coordinates the Project Handover meeting between Sales, Planning and Engineering ensuring full understanding of project deliverables / expectations.
  • Create the Project Management Plan (Gantt Chart) defining key milestones, schedules and work plan.
  • Ensure release of all thirdparty service orders, parts orders and requisitions.
  • Meet Crew/Customer upon aircraft arrival or ensure a delegate is available.
  • Chair the Project Input meeting between Customer, Sales, Project Engineer and Planning representatives.
  • Customer point of contact to manage all discussions related to the project.
  • Coordinates the project with all stakeholders including management, Engineers, Planning, Parts, Billing, Finance, Compliance, Sales, Customer Relationship Manager and Customer.
  • Chairs regular meetings to present progress of the project, technical, commercial, and deadlines to the customer.
  • Coordinate all aircraft visits between Customer, Project Engineer and Planner.
  • Delivers proposals and ensures production requirements are clearly and correctly conveyed to the customer.
  • Assist with Customer approvals for work additions and quotes, provide explanation of costs, impact of delayed approvals and downtime extensions.
  • Manage project prebilling, progress invoices, payments and deposits.
  • Ensure accuracy of Customer Invoices prior to delivery and ensuring customer SOA is maintained within agreed terms.
  • Assist customer with understanding of sales and upgrade opportunities.
  • Ensure proposals and additional costs are presented, understood and approved by the customer prior to moving to production.
  • Ensure that all customer's requests are responded to without delay.
  • Ensure Customer's programs are utilized to best effect of all parties involved.
  • Measure project performance, identify areas for improvement, efficiency and profitability.
  • Manage labour / cost exceedances, share lessons learned for future projects.
  • Collate and manage all communications between the Company, Service Providers, Suppliers and the Customer.
  • Assist with approval of supplier invoices and ensure pricing reflects supplier quotes on major 3rd party events.
  • Assist key personnel to escalate potential delay items to Vendors.
  • Collaborate and coordinate between OEM, CSM/FSR, warranty/program managers, Part 21 Suppliers and other stakeholders when and as necessary.
  • Manage major 3rd party events (eg Landing Gear OH, Mods, Interior refurb).
  • Coordinate with EJME Warranty Team for aircraft Warranty or OEM / 3rd Party Programs enrolled for advance approvals and issues Post Claim submission.
  • Advise the Billing department of specific contract arrangements and respond to any queries related to billing discrepancies, during and after project completion.
  • Reporting Project updates to Customer, Management, and production teams.
  • Ensure daily, weekly, end of project reporting of Budget, GP, Customer Mood, issues and general progress as required.
  • Initiate the Customer Survey upon completion and assist Customer Support Manager in the investigation of any feedback.
  • Report and escalate problems, highlight apparent risks to Management.
  • Ensure RTS documentation is completed to customer's satisfaction and timelines for release are maintained.
  • Further develop the relationship with the Customer.
  • Coordinate the Project washup meetings after project completion and provide continuous improvement guidance.
  • Assist Planning/Commercial Teams when necessary with additional work proposals for major projects.
  • Provide feedback to the Customer Relationship Manager identifying areas for improvement with customer relations, agreements and terms.
  • Coordinate with relative Managers for improvement opportunities or suggested capability/support increases.

QUALIFICATION:

_Essential_

  • Knowledgeable in Commercial, Planning and CAMO roles related to Business Aviation.
  • Project Management experience.
  • Well versed with CAMP and other Maintenance tracking software systems.
  • Budget Management experience and basic financial acumen.
  • Strong fundamentals in finance, analytics and problem solving.
  • Technical and Report writing.

_Desirable_

  • Minimum 5 years' experience in similar role and responsibilities.
  • Software strength with MS Excel, Power BI, Project, etc.
  • Knowledgeable of the Corridor ERP systems.
  • Project Management qualifications or knowledge of Project Management methodologies.
  • Past experience as Aircraft Engineer or Maintenance Planner.
**P

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