Customer Service
Found in: Talent CN S2 - 2 weeks ago
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 Ho Commercial 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 Customers
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
Outputs
⮚ Strategic Outputs
NA
⮚ Customer related Outputs
Information provided to Ho Commercial 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:
Job description
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
Band6
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 LtdEmployment Type:
Fixed term-------
Experience Level:
ProfessionalJob Family:
Customer Eng.&Technical Support&Services-
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