Customer Support Manager - Lanseria at Airbus DS Optronics (Pty) Ltd

Job Description:

• 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.