Customer Support Manager

Job description

Job Description:

Main Roles and Responsibilities:

·  Responsible for after sales support and customer satisfaction (run customer satisfaction surveys)
·  Responsible for rendering and efficient service to customer requests and responds to all customer queries within a reasonable time.
·  Support and overview of S&S activities
·  Contribute toward the preparation of tender bids, simple and complex offer.
·  Offer and contract negotiation and execution management
·  Enhance aviation safety in the region and build customer loyalty
·  Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, technical assistance, CAMO).
·  Achieve annual OP revenue targets.
·  Contract execution and strict follow-up.
·  Sell spares and lead order until deliver to the customer.
·  Ensure growth in Support and Services (S&S) business within the allocated customer base, including minor inspections, retrofits, upgrades capture at AZA base.
·  Regular information toward the customer of any S&S product updates.
·  Promotion of Safety Enhancers.
·  Monitor Turnover results and margins, AOG, customer complaints and action plan resolutions.
·  Limit Overdues.
·  Responsible for marketing AZA customer support services within the customer population.
·  Build a solid network within operators.
·  Monthly visits to customers and regular customer meetings.
·  Collect intelligence within main stakeholders, in relation to Helicopters and S&S.
·  Propose concrete marketing actions.
·  Maintain record of all customer visits and correspondence and validation of the customer visit plan with the CDM, within 7 days after conclusion of the visit.
·  Ensuring that the Sales Force database is populated with relevant helicopter and customer information, queries and complaints.
·  Providing optimum quality service which is responsive, flexible, cost effective and on-time.

Competencies:

·  Capability to manage a team of Customer Support Administrators.
·  Customer relationship management.
·  Autonomy and initiatives for customer satisfaction, availability to travel.
·  Excellent interpersonal skills, negotiation skills and conflict resolution skills.
·  Display emotional resilience and the ability to withstand pressure on an on-going basis.
·  Uses sound judgement to make good decisions based on information gathered and analysed.
·  Plans and organizes tasks and work responsibilities to achieve objectives
·  Excellent written and verbal communication skills.

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 Southern Africa (Pty) Limited

Employment Type:
Permanent

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Experience Level:
Professional

Job Family:
Customer Account and Service Management

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