Sought after professionals in the field of customer support are invited to apply for this challenging role.
Job Overview
This position entails leading and mentoring a team of customer support representatives to deliver exceptional service while promoting sales of spare parts, tooling, accessories, and services across various regions.
* As the successful candidate, you will be responsible for guiding your team to provide top-notch service and support sales objectives.
* You will collaborate with commercial managers to achieve both individual and collective performance goals.
* External communications and messaging will also be under your management.
* You will assist in attaining assigned OEM financial and strategic objectives.
* New contract agreements with customers and tender preparation will also fall under your responsibilities.
* You will establish and maintain strong relationships with customers and suppliers.
* An entrepreneurial culture that promotes process improvement and a high-performance mindset will be fostered by you.
* Maintenance Centre activities, including forecasting, performance monitoring, and target equipment turn times, will be led by you.
* You will oversee MRO site performance, including quoting, delivery, and operational efficiency.
* Ensuring supply performance meets expectations for standard exchanges is another critical aspect of this role.
* Customer satisfaction levels will be monitored, managed, and reported on by you.
Required Skills and Qualifications
To excel in this position, you will require:
* Tertiary qualifications in Management, Business, or Engineering.
* Proven experience leading a customer service team in an aviation environment.
* A minimum of 4 years' experience as an Aviation Customer Service Representative, with a strong understanding of OEM methods and procedures preferred.
* Strong interpersonal skills, with the ability to build and maintain positive relationships locally and globally.
* Experience working with SAP or similar systems.
* Proficiency in Power BI and advanced Microsoft Excel skills.
* Demonstrated experience in the spare parts industry and working within contractual obligations.
* Ability to understand and interpret technical or non-technical customer requirements.