Contract and Customer Support Manager

1 week ago


Subang Jaya, Selangor, Malaysia Airbus Full time

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.


Key Responsibilities:

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

  • 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)

Background and Skills:

  • A good working knowledge of Microsoft Office, including Project, google suite, SAP.
  • Ability to work with all levels of employees in a multicultural 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.


Company:

Airbus Helicopters Malaysia SDN. BHD.

Employment Type:

Permanent
Experience Level:

Professional

Job Family:

Customer Account and Service Management

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
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