COMPLETE Customer service - Chengdu

Job Description:

The jobholder is accountable for the  relationship with the Company’s customers throughout the services delivery process up to the fulfilment of all service related obligations by the Company and the customer. This includes the selling of additional work and services to the customers during the services delivery, except services which according to the Company's Commercial Policy are sold to customers by the Company’s Sales Manger or by Airbus / Boeing Sales staff (e.g. OEM Service Bulletins). He or she will be the front line interface to the customer or their onsite representative, meanwhile, act as a similar PM role, to chasing and harmonising the internal operational resources to meet the KPI of the service production we provided to the customer.

Main activities

• Strategic activities

Contribute to the Airbus CSIP process

On the revenue side, the role will directly contribute the 2 of 5 elements of the revenue:

 -  the repetitive business from customers,

 -  the receivable revenue rate.

On the cost side, the role directly could give some contribution on TAT

• Customer related activities

Ensure that timely and reliable information is provided to ALS CCO on the relationship with the customers and on critical issues

Ensure the establishment and continuous development of sound business relationship between ALS Customer Services and CustomersZ

Manage concessions and warranty claims management

Act as an ambassador to ensure the reputation of ALS

Manage potential extra demand from existing customer (kind of business development)

• Operational activities

Establish and manage the link between the customers and the Company’s operations team (slots, work package & planning,...) as well as with the Airbus / Boeing delivery managers in case of services delivery jointly with or subcontracted by Airbus / Boeing 

Ensure that customers are provided with support and services to meet their expectations/requirements under conditions that protect both ALS business interest and lead to durable customer satisfaction

Ensure that the Company’s contractual service delivery commitments are fulfilled

Other tasks assigned by manager

• Customer related Outputs

Information provided to ALS CCO on on the relationship with the customers and on critical issues

Sound business relationship  between ALS Customer Services and Customers established and developed 

Concessions and warranty claims managed

• Operational Outputs

Link between the customer and the Company’s operation team as well as with the Airbus / Boeing delivery managers in case of services delivery jointly with or subcontracted by Airbus / Boeing established and managed

Customers are provided with support and services to meet their expectations/requirements provided under conditions that protect both ALS business interest and lead to durable customer satisfaction

The Company’s contractual service delivery commitments fulfilment ensured

Qualifications

• Education:

General aeronautical/mechanical engineer, degree level,or equivalent experience

• Experience:

Min 8 years’ experience in an airline, or service support, or training, or customer engineering field, or technical field of sales and marketing, past Airline or Aircraft manufacturer experience on the technical, as well as on the commercial side would be an advantage.

                Particularly and highly concerned by customer services and service-minded. 

• Basic Skills: 

Good negotiation skills

Result oriented

Fluent in English and Mandarin, written and spoken

Sense on the aviation operation 

Communication skills, including essential language and the better skills of communication

Project management related experience, (or have  track records on teamwork of project as   the majority role)

Passions on the communication

Sense on commercial P&L

 

• Certifications: 

N/A

• Ability 

  • Soft Skills:

Socially competent, very well developed coordination and relational skills to deal with customers, MROs, vendors and relevant Airbus / Boeing stakeholders

• Technical Skills: 

Deep technical knowledge of Airbus and / or Boeing A/C maintenance

Aviation QA/QC or aircraft certification related experience 

Fleet management experience from airline side, or asset management related experience from Lessor side, 

Leasing technical consultant experience (especially on ramp representative) 

Lean management project experience

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.

Company:

Airbus (Chengdu) Lifecycle Services Ltd

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

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