Customer Service Manager MRO
|Job Title:||Customer Service Manager MRO|
|Contact Name:||Desi Koleva|
|Job Published:||June 11, 2019 10:05|
The company operates in the aircraft propulsion and equipment, space and defence markets so the ideal candidate will come from a similar background and will have a good technical understanding.
*Develop and lead a dedicated Global Service Centre team capable of delivering front line business support and order management between the company and its global aftermarket customer base
*Implement customer service policies and procedures to ensure a proven capability in providing world class customer service activities across international time zones
*Manage commercial issues in conjunction with the Programme and Customer Support Management (CSM) teams such as new MRO conditions (power by the hour, flat rate and lease agreements), warranty claims, demand changes and pricing agreements
*Manage the deployment of new contracts ensuring all conditions are validated and flowed down to the Global Service Centre (GSC) team and internal functions
*Establish a robust order review process ensuring all conditions are aligned to agreed contractual terms and demand changes are reviewed with key stakeholders
*Ensure the team deliver consistently high level customer services ranging through quotation, contract acceptance, customer liaison for order tracking with internal Operations teams, invoicing, and administration of warranty claims and recovery of overdue payment in conjunction with the
*CSM and Finance teams
*Establish a service driven quotation process which ensures strong links with internal functions to ensure accurate costing, pricing and lead-times are used in all product and service proposals issued by the GSC team
*Lead robust customer order book reviews working with all functions to drive operational performance to meet customer needs and expectations
*Manage the work in progress with Operations and ensure that all actions are engaged to meet the contractual delivery dates (participating in defining priorities, proposing standard exchanges and reviewing target dates with customers).
*Adjudicate the warranties and provide all required supporting information to the CSM team for escalation issues
*Manage complex customer escalations (such as pricing, delivery, invoice, warranty issues) and complaints resolution in a timely manner, liaising with internal functions as required.
*Manage with Finance the first level overdue invoice process through query resolution and provide all required supporting information to the CSM team for escalation issues
*Build strong customer relationships through pro-active daily communication and participate in face to face commercial meetings as required
*Prepare sales and order book reporting and associated KPI's in co-ordination with the CSM team to ensure a tracking of delivery performance, order intake, and order book progress and to contribute to customer presentation material
*Account ownership for one repair customer, managing the full process from order review to on time delivery
*Validate the customer demand with Program Managers as part of the site S&OP process to provide a clear flow down of the forecasts
*Be customer oriented, giving the priority to any customer issue and ensuring that the appropriate communication is deployed
*Excellent communication and presentation skills with a proven ability to build strong relationships with both internal stakeholders and external customers
*Highly resilient and strong influencer with the ability to drive a step change in approach to customer service within a fast paced environment with tight timescales
*Proven ability and experience to manage the fast resolution of escalated customer issues
*Effective leadership skills to lead the team to deliver high quality customer service
*Ability to manage individual and team priorities on a daily basis
*Previous experience of SAP and MS Office applications, particularly Excel to support business reporting
Customer Service Manager
Salary: Competitive + Benefits
Electus Recruitment Solutions provides specialist engineering and technical recruitment
solutions to a number of high technology industries. We thank you for your interest in this
vacancy. If you don't hear from us within 7 working days please presume your application
has been unsuccessful on this occasion. You are of course free to resubmit your CV/details
in the future and we shall assess your suitability at that time.
This is a Permanent Role
Electus Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.
Get similar jobs like these by email
By submitting your details you agree to our T&C's