CUSTOMER SUPPORT MANAGER

Job Description

• Organize regular meetings, visits with the customers. Provide customer with information on support and services. Collect and discuss customer feedback. Monitor the support and service performance at individual customer level. Launch and pilot any required action plan.
• Collect satisfaction, needs or expectations for further use within AH
  
  

 Customer satisfaction on AH S&S interactions on previous period

 Customer view on new Hot topics

 Customer needs and interests, activity forecasts…

• Coordinate support disciplines & experts, in order to bring a quick and adequate solution to Customer needs in all cases;
  
  

 AH S&S performance towards the Customer (shared performance target where relevant)

 AH view on Customer current Hot topics

 General data on S&S Discipline (ex. improvement initiatives)

 Services catalog key changes

• In case of a crisis / critical issue raised by the Customer or by the S&S discipline :
  
  

 Set up and follow up an operational action plan to deal with Customer concerns / complaints;

 Find the right people within AH S&S (Local or Central representatives) and drumbeat their action to ensure issues On-Time & On-Quality resolution

 Be proactive in communication with the Customer and do not wait for the final resolution of the problem

 Reassure the Customer by adopting a clear, simple and efficient communication mode to inform him about resolution progress

• Integrate from Customer issues/hot topics (normally mainly linked to his CTS priorities) to the collaborative action plan (Customer + AH) and present a status on actions closure and AH progress on previous Customer concerns resolution
• Follow procedure based on S&S_Ops Process:
  
  

 Review Quotation Review Sheet (QRS)

 Generation of Sales Order and Service Order

 Request of Accounts Receivables Down Payment (ARDP)

 Manage MRO project by initiating internal meetings and providing constant updates to external customers

 Request of final invoice upon completion of MRO Projects

 Generate MRO Customer Satisfaction Survey and follow up with external customers to answer any dissatisfaction reported

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 Philippines Inc.

Employment Type

Permanent

Experience Level

Professional

Job Family

Customer Account and Service Management

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