Job Opportunities at Airbus DS Optronics (Pty) Ltd

Duties and Responsibilities:

• Acknowledging and processing customer major account requests and quotations and channeling these to the Customer Support Manager.
• Ensuring that on quotation (including but not limited to Spares, Overhaul, Standard Exchange, MRO, Repairs) all pricing is in line with terms and conditions as set out for various customers and AZA policy.
• Responsible for sending the order acknowledgement to the Customer.
• Processing of Non acceptance of quotations by customers through the Customer Support Manager.
• Responsible for launching delivery when the parts are available and invoice within the correct accounting period.
• Checking the availability of stock and ensuring that stock is committed to the customer in accordance with the availability dates in accordance with internal processes.
• Once the spares or consumables are received in Logistics and the Goods Received Voucher is issued, responsible for launching the delivery and invoice within the correct accounting period.
• Overall global coordination to pre-assigned customer accounts.
• Maintenance Planning Inspection support, including scheduling maintenance meetings, following up with planning, by tracking charts and spare parts and updating of the statuses with the Customer Support Manager.
• Reconciling reports to the sales order and then accurate invoicing.
• Follow-up on the credit management and reconciliation of the account with Accounting Department.
• Providing regular follow-up to the Customer Support Manager, with pertinent information on the status of the order whilst understanding their needs to make modifications if necessary.
• Scheduling and Attending customer meetings when required and preparing minutes of meeting reporting, before and after meetings.
• Ensuring availability for standby and attending to customer queries and quotations during standby hours.
• Liaising with all role-players where necessary to ensure that customers are attended to promptly and efficiently.
• Coordination and submission of bi-weekly reports to the customer, when applicable.
• Compiling travel claims, gifts and hospitality registration and adhoc administration.
• Planning and arranging tasks effectively and efficiently in order to achieve the desired objectives.
• Able to communicate effectively with and professionally both written and verbally when dealing with team members and customers.
• Must have advanced computer skills.
• Ability to process several orders at the same time with adequate priorities.

Necessary Software:

• Sales Force, SAP, OTR Dashboard, MS Office (especially Excel)

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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.