Job Description
Main Roles and Responsibilities:
- Responsible for after sales support and customer satisfaction (run customer satisfaction surveys)
- Responsible for rendering and efficient service to customer requests and responds to all customer queries within a reasonable time.
- Support and overview of S&S activities
- Contribute toward the preparation of tender bids, simple and complex offer.
- Offer and contract negotiation and execution management
- Enhance aviation safety in the region and build customer loyalty
- Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, technical assistance, CAMO).
- Achieve annual OP revenue targets.
- Contract execution and strict follow-up.
- Sell spares and lead order until deliver to the customer.
- Ensure growth in Support and Services (S&S) business within the allocated customer base, including minor inspections, retrofits, upgrades capture at AZA base.
- Regular information toward the customer of any S&S product updates.
- Promotion of Safety Enhancers.
- Monitor Turnover results and margins, AOG, customer complaints and action plan resolutions.
- Limit Overdues.
- Responsible for marketing AZA customer support services within the customer population.
- Build a solid network within operators.
- Monthly visits to customers and regular customer meetings.
- Collect intelligence within main stakeholders, in relation to Helicopters and S&S.
- Propose concrete marketing actions.
- Maintain record of all customer visits and correspondence and validation of the customer visit plan with the CDM, within 7 days after conclusion of the visit.
- Ensuring that the Sales Force database is populated with relevant helicopter and customer information, queries and complaints.
- Providing optimum quality service which is responsive, flexible, cost effective and on-time.
Competencies
- Capability to manage a team of Customer Support Administrators.
- Customer relationship management.
- Autonomy and initiatives for customer satisfaction, availability to travel.
- Excellent interpersonal skills, negotiation skills and conflict resolution skills.
- Display emotional resilience and the ability to withstand pressure on an on-going basis.
- Uses sound judgement to make good decisions based on information gathered and analysed.
- Plans and organizes tasks and work responsibilities to achieve objectives
- Excellent written and verbal communication skills.
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 Southern Africa (Pty) Limited
Employment Type
Permanent
Experience Level
Professional
Job Family
Customer Account and Service Management
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.
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.
