Job Description:

Airbus Public Safety and Security (PSS), an Airbus business unit, offers advanced communication and collaboration solutions to gather, process and deploy intelligence. Its portfolio is tailored to the needs of Public Safety, Defence and Transport, Utility and Industry (TUI). It includes infrastructures, devices, applications and services based on Tetra, Tetrapol and Broadband technologies (either single, hybrid or multi-technology solutions). As the European leader and a key international player, PSS has customers in more than 80 countries and employs around 1,150 people in 17 countries.

The technical team of Airbus in Belgium is looking for a

Care Manager (m/f/d)

to join our company in Diegem (Belgium).

The Care Manager (m/f/d) is the interface to the customer in all after sales matters. During the implementation phase, he’s liable for the Operational Service Readiness (ORA). He’s the key interface beside the Program manager to customers together with the Key Account Manager. He is the liable manager in the Operations phase. He is responsible for the turnover and margin of the service and maintenance contracts as well as the quality of the services and customer satisfaction. He applies ITIL and the company&39;s applicable Business Management Processes (BMS).

Tasks & Responsibilities:

• Care Manager prepares offers together with the Bid Management and Key Account Manager for service contracts and all services requirements of the assigned customers
• He coordinates the activities necessary to fulfil the contracts (in terms of performance, quality, customer satisfaction and business success)
• Furthermore, he is responsible for compliance with the concluded Service Level Agreements in close coordination with Service Delivery
• The Care Manager is responsible for resolving customer escalations. The top priority is always to restore the functionality of the customer systems
• In addition, he creates statistics from the existing service tools (Ticket Easy or Remedy) about the reported errors or requests and passes them on to the customer
• In the context of necessary release updates, the Service Manager plans the software and hardware updates and upgrades to be carried out within the framework of release management
• The Care manager is leading a team of experts (direct/indirect) ensuring the 24/7 service for the highest end-user service availability. He is periodically himself involved in the on-duty management. He ensures the coordination of the team regarding customer priorities. He’s in charge of the competence evolution in line with the SWP and competences needed to fulfill the contract obligations

Qualification & Skills:

• Completed university degree (Master), e.g. electrical engineering/telecommunications engineering, industrial engineer or comparable
• More than 5 years of professional experience in the field of telecommunications, complex care management and in radio systems
• Basic technical knowledge of the structure, functioning and application of digital radio/mobile radio systems 2G/4G/5G, TETRA
• Very good knowledge of written and spoken English, local languages both, Dutch and French,  are needed fluently
• Motivator
• Team player
• People manager, able to apply the different management styles (delegating, supporting, coaching, directing)
• Stress resistant (crisis management)
• Security clearance

What we offer:

Join an international company offering reliable, innovated and highly renowned solutions. Benefit from a Global and Local team experience and work transversely within and outside the Group. Besides autonomy, personal growth and development possibilities, we offer a competitive remuneration package.

Read more about us and what we do on:

https://criticalcommunications.airbus.com/en

You are highly motivated and want to get to know all about the world of Service Management? Then apply now and please upload the following documents via the “apply”-button: cover letter, CV, relevant transcripts, letters of reference.

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.

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