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Contract and Customer Support Manager

7 months ago

Subang Jaya, 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
- 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,....)
- 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 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.

**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.