Contract and Customer Support Manager

Job Description:

Scope of Position
To manage the execution of S&S contracts and ensure the coordination with all departments to successfully deliver services. Ensure customer satisfaction while ensuring AH performance (Finance, Quality, TaT) objective. To act as a customer support manager for a portfolio of customer, and develop, manage the customer relation and develop.

• Be the focal point between airbus and customer regarding support & Services

• Coordinate support disciplines and expert (AH Group), in order to bring a quick and adequate solution to customer needs

• Set-up and follow up an operational action plan to deal with customer concern / complaints

• Collect the customer satisfaction, needs or expectations for further use within AH

• As a CSM, it is his/her duty to perform annual customer visit/review on the performance & customer’s top issue in order to ensure customer’s satisfaction is good & valid

• Set-up dashboard to follow the customer fleet serviceability and open topics

• Costing management and coordination with the different metier to provide on time competitive costing, management of simple offer with customer

• Manage Support & Services Contract from kick-off until delivery (execution)

• set-up the customer sheet / maintain it update will any contractual amendments (O&A, workscope, contractual TAT,....)

• Ensuring all projects are executed “on-time” and “on-cost, maintain cost and revenue forecast (C&64;C) on monthly basis

• Ensure contract closure (work order, deliverables, invoicing,..) and post mortem analysis

• Ensure contract performance target (quality, cost, customer satisfaction)

• Manage and collect customer survey

• Manage down payment, invoice

• Ensure correct and regular reporting to customer (on weekly Basis)

• Minimum education: Candidate must possess at least a Higher Secondary/STPM/”A” Level/Pre-U, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree in any related field with 5 years of experience in contract. project management and customer support area.

• A good working knowledge of Microsoft Office, including Project, google suite, SAP.

• Ability to work with all levels of employees in a multi-cultural and international setting

• Strong communication skills and good command of written and spoken English

• Good Knowledge on Aeronautics and MRO (part 145 regulation)

• Good knowledge on Airbus helicopter Product ( Aircraft and Services)

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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