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Customer Support Manager

ID : 2538 -    Date of publication : 14/07/2017
City : Beijing   Type of contract : Employment
Nationality : Chinese   Experience : > 5 years
Sector : Aerospace   Function : Customer services, after-sales service
Salary Ranges : None      

Job Description :
Customer Support Manager

Group presentation:

This Group is a French multinational company that designs and builds electrical systems and provides services for the aerospace, defence, transportation and security markets. Its headquarters are in Paris, and its stock is listed on the Euronext Paris.

It is partially state-owned by the French government, and has operations in more than 56 countries. It has 64,000 employees and generated €14.9 billion in revenues in 2016.

The Group is ranked as the 475th largest company in the world by Fortune 500 Global. It is also the 10th largest defence contractor in the world and 55% of its total sales are military sales.

Description:

The job holder is responsible for the following activities:
• General management of the IFEC support activity in China which includes successful new aircraft Entry Into Service Preparation, regular program reviews and legacy program support.
• Support IFEC Sales Team to grow the IFEC business in China
• Drive loyalty from customers through unparalleled customer support and excellent execution of our commitments.
• Work closely with CSS and support teams to ensure effective performance assessment, find solutions together and execution plan in place.
• Effective coordination with ASW and support the group China development via Going Global initiatives.
• Interact effectively and efficiently across regional counterparts and Central (Irvine) to drive better alignment and support development of new and existing programs.
• Support financial objective. Control and support MYB.
• Effectively present TAB/ Beijing EXCOM / Central (Irvine) on customer satisfaction index and account KPI

Position within organisation:

Refer to Organizational Chart – this position reports to Customer Support Director – IFEC APAC and CSE Dept

Missions and responsibilities:

Core Responsibility
- Customer satisfaction in China region. Improve customer relations/perceptions and address root causes of dissatisfaction with support from PMO and CSS
- Detect sales opportunities (retrofit and spares) and support sales campaigns as required
- Support the financial performance in terms of Cost Control and support MYB
- Ensure application of benchmark, best practices and innovation through all the teams
- Co-operate with country/Asia Sales, Operations, QA and Finance Departments to achieve overall objectives of country/Asia

Customer satisfaction
- Control / motivate FSE/FSM team to assures on time delivery of technical support for successful entry into service
- To ensure team to provide Customers of his area with the best level of technical support, with detection of issues, transmission of issues to Product Support by helping to identify root causes and corrective actions
- To ensure team conduct periodic technical review for all customers under their charge
- On OEM ranking and the group Survey, to achieve the target set.

Customer Issue
- Motivate team to lead team to detect and report all major technical issues that affect normal flight operations within 24 hours.
- To work with respective AOC/SSE/PSE in resolving the issue within the time as required by the airline.
- To provide status updates in the weekly reports and follow up on such issues until full closure.
- Ensure team logs Customers queries by mean of designated tool and monitor the Log weekly/monthly.
- Ensure team to acknowledge queries immediately. Respond within committed dates.

Reliability Monitoring and Follow Up
- To do the following periodically, every 3 month(key customer) or 6 months (others)
- To lead team to systematically collect reliability data from airlines or SAP

Internal Reporting and Data Collection
- Ensure team to release weekly dashboards and in-service OILs are updated and accurate.
- Ensure team to complete and dispatch a Customer Minutes of Meeting (MoM) or Report within 3 working days after each formal customer meeting
- Ensure team to maintain accurate and up-to-date database on: Airline Personnel list / Fleet status / Spares Holding

Team work
- Work with AM Team to ensure that all non-technical issues are handed over to the right dept for follow-up
- Work with Program Management to participate and contribute in resolving the more difficult issues, providing solutions to all customer issues, including commercial, technical or logistics matters

Financial Objectives
- To participate actively in detecting any sales opportunities and reporting them to the sales team
- To participate actively in any lobbying plan launched by the sales/marketing team

People development and Team Management
- To develop people management skill
- To build relationship with Central, Region and Country managements.
- Continue to develop stronger technical expertise and share among platforms within FSE network
Desired profile :
Requirments:

- Degree/ diploma in Science or Engineering in Electrical/ Electronics, Aerospace or Aeronautics
- Excellent networking and relationship-building skills, able to establish rapport within
- large organizations, regulatory agencies and customers
- Minimum 5 years relevant experience in the Aviation, IFE systems or related industries. Customer-interfacing experience is mandatory
- Excellent oral and written communication skills (English , Chinese)
- Able/ flexible to make travel plans with short notice.