Customer Support Manager at Airbus DS Optronics (Pty) Ltd

MAIN ROLES & RESPONSIBILITIES:

• Responsible for after Sale Support and Customer Satisfaction (run customer satisfaction Surveys)
• Responsible for rendering an efficient service to customer requests and respond to all customer queries within a reasonable time.
• Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, Technical Assistance, CAMO). Achieve annual OP revenue target.
• Contract Execution and strict follow up.
• Sell Spares and lead order until delivery to the customer.
• Ensure growth in Support & 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 Customer population.
• Build a solid network within operators.
• Monthly visit customers & regular customer meetings.
• Collect Intelligence within main stakeholders, in relation to Helicopters & S&S.
• Propose concrete Marketing Actions.
• Maintaining of records of all customer visits and correspondence and validation of the customer visit plan with the CDM.  A visit report shall be compiled within seven (7) working days after conclusion of the visit and saved under the shared directory.
• Ensuring Sales Force database is populated with relevant helicopter and customer information, queries and complaints.
• Ensure that all correspondence with customers is conducted in a polite and professional manner, promoting a positive image of the company and the Airbus Group.
• Ensuring compliance with South African and European (where applicable) export control regulations.
• Providing optimum quality service which is responsive, flexible, cost efficient and on-time.
• Ensuring compliance with corporate governance rules, regulations and export control.

COMPETENCIES:

• Capability to manage a team of CSAs (Customer Support Administrator – SAP order processing)
• Customer relationship management.
• Autonomy and initiatives for customer satisfaction; availability to travel
• Excellent interpersonal skills, negotiation skills and conflict resolution skills.
• Displays emotional resilience and the ability to withstand pressure on an on-going basis.
• Uses sound judgment to make good decisions based on information gathered and analysed.
• Plans and organizes tasks and work responsibilities to achieve objectives
• Good written and verbal communication skills.

Closing Date: 15th, July 2022