CUSTOMER SUPPORT ACCOUNT MANAGER

Job Purpose:

The Customer Support Manager act as a primary focal point to oversight of all Leonardo Helicopters Customer Support related topics and is responsible to deliver excellence to the customers and maintaining customer's satisfaction through the provision of problem-solving and deep understanding of the customer's fleet, operational needs, key company contacts/stakeholders and elements critical to the satisfaction regarding the portfolio of Leonardo Services.

Responsibilities:

• • Accountable Manager and primary point of contact for Customers (Maintenance, Pilots, Management staff).
  • Understand Customer operations and needs, to identify the proper level of service performance to be monitored.
  • Decide the best approach towards the Customer in resolving operational issues, both in terms of feasibility, time schedule and cost impact.
  • Influence Customer operational standards, supporting Sales in proposing service solutions (Service Plans, Spare Parts Planning and Packages, BOA Contracts, etc.) with the aim to increase the company business and Customer Satisfaction.
  • Organize periodic visits of the company teams at Customer premises, together with required supporting departments.
  • Report Customer feedback within the company to drive support improvement initiatives.
  • Define appropriate target performance levels for the Customer (in addition to the ones already formalized through service contracts), based on a detailed assessment of its operations and needs.
  • Monitor fleet and service delivery performance (through a set of defined KPIs) against defined targets.
  • Coordinate Service Delivery departments ensuring delivery consistency with contractual requirements and Customer expectations, in order to grant the correct process of invoicing and payments.
  • Management of the AOG events in terms of coordination of the interventions (logistics, technical).
  • Ensure Customer Data stored in the Company ICT Systems (SAP, CRM, etc.) are maintained and periodically updated (Fleet Data, Customer Focal Points, etc.) through a consistent use of the various web-based system (MyFleet, B2B systems etc.)
  • Coordinate the Financial aspects and take care of the Credit Recovery Process.
  • Supporting Aircraft Delivery and Entry into Service (EIS) phase, ensuring proper readiness of Customer Services infrastructures and supporting closure of A/C post-delivery pending items, in collaboration with the relevant PLM;
  • ensuring, to the maximum extent, consistency between promises to Customers and service delivery, through a continuous interaction with the appointed focal points within CS&S delivery functions;
  • measuring and monitoring Customer satisfaction and proactively engaging with Customers to provide value-added advises to improve A/C operations and experience;
  • leveraging on Customer base and Market knowledge, contributing to identify commercial opportunities, providing Sales with a comprehensive description of operative context generating helicopters / services demand, supporting service package negotiation, including EIS deliverables and service performance levels, and actively promoting Customer Support services to increase CS&S business.

Skills and Qualifications:

• • At least 5 years related experience.
  • Bachelor Degree in Industrial Engineering (Aeronautics/Mechanics/Electronics).
  • Fluency in English.
  • Availability to travel frequently within Malaysia and internationally.
  • Customer orientation.
  • Problem solving attitude.
  • Ability to work in team including ability to motivate others.
  • Ability to work under high demanding/stressing environments.
  • Ability to manage time and to handle multi-tasks and priorities in time critical situations.
  • Ability to communicate professionally in written responses to e-mails and in reports.
  • Good presentation skills.
  • Computer Skills, mainly on Microsoft Suite.
  • Multicultural Awareness.
  • Negotiation skills.

Due to the high volume of applications, only shortlisted candidates will be contacted.