Customer Support Account Manager
2 weeks ago
- Key Account Management
- Microsoft Suite
- 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, proposing Helicopters sen/ice solutions (Sen/ice Plans, Spare Parts Planning and Packages, BOA Contracts, etc.) with the aim to increase the company business
- Organize periodic visits 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 each Customer (in addition to the ones already formalized through service contracts), based on a detailed assessment of their operations and needs
- 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 webbased system (MyF/eet, BZB 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
- 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 proactive/y 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 sen/ice performance levels, and actively promoting Customer Support services to increase CS&S business.
Requirements:
- Bachelor Degree in Industrial Engineering (Aeronautics/Mechanics/Electronics)
- Fluency in English
- Availability to travel frequent/y
- 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 multitasks and priorities in time critical situations
- Computer Skills, mainly on Microsoft Suite
- Multicultural Awareness
Responsibilities:
Experience
Education
Adecco is acting as an Employment Business in relation to this vacancy.
The Adecco Group is an Equal Opportunities Employer.
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