Satair - Repair Lead

Job Description

Job Description:

This job is based in Satair, if you want to know more about our business, please click here to find out more.

Job Objectives

The Repair Lead holds accountability for a product’s operational performance and ensures the highest level of customer satisfaction. This includes the mandate to drive action and reporting from all contributing departments.

Job Responsibilities

• Lead continuous improvement discussions and projects, initiating suggestions to enhance efficiency both internally and with suppliers
  
• Evaluate customer-specific problems and complaints, coordinating developed delivery solutions across Satair’s internal departments and external interfaces
  
• Analyze, assess and define optimal service solutions (repair, lease or exchange) for customers, focusing on time-optimized delivery, especially during delivery difficulties
  
• Manage and utilize key performance indicators (KPIs) on behalf of the SPOC group to oversee material order activity and produce detailed activity reports for customers, account teams and management
  
• Contribute to a high-performing team by actively participating in and supporting Order Management Team activities
  
• Provide World-Class Customer Support by ensuring timely and qualified responses to all service requests, driving high Customer Satisfaction (CSIP)
  
• Act as the Single Point Of Contact (SPOC) for an assigned customer portfolio, handling all inquiries related to repair, lease, exchange, warranty and commercial questions
  
• Issue and manage all repair and warranty orders to approved suppliers/repair stations
  
• Proactively Update internal and external customers on the status of all orders and claims
  
• Oversee tailored OEM Programs (Repair, Exchange, Warranty, etc.) to strengthen integration with key partners
  
• Support Product Management, Service Management and/or Business Development teams on projects related to developing future customer product needs
  
• Manage cross-functional interfaces with key stakeholders, including the repair and tool service management teams, Product Managers, Satair channel AOG, Supply Management, Customer resolution Services, Account Directors, Quality, and Finance
  
• Maintain accurate Customer Records within relevant systems
  
• Independently make decisions to ensure on-time material delivery meets customer expectations
  
• Identify, initiate, and drive first-level escalations when material needs are not met, coordinating with respective operational functions until resolution
  

Secondary Responsibilities

• Drive Continuous Improvement by working closely with the Process Specialist to identify, define, document, measure, and improve processes in line with Shape & Lean standards and actively support the implementation of these improvements
  
• Performance Measurement & Reporting: Develop and manage Operational Performance Measurement (KPIs). Ensure the accuracy and transparency of operational reports from stakeholders, and launch initiatives to make monitoring processes leaner (data/tools)
  
• Participate in, organize and conduct regular account meetings with customers, suppliers, internal stakeholders (Account Directors, Product Managers etc) to share information and maintain a global view on your customers’ activity when necessary and agreed with the manager
  
• Participate in periodic functional and cross-functional activities (eg.. projects, meetings) as agreed with the manager
  
• Contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
  
• Act as a deputy for the Head of Repair, Lease & Exchange Order Management in all operational tasks and report back accordingly
  

Job Requirements

• Degree - Preferably a Bsc in Business Administration, Supply Chain, Logistics, Production or Aeronautics / Aeronautical Engineering
  
• Minimum 3-5 years working experience in Customer Order Management/Customer Service Experience or Supply Chain or similar (good understanding of After Sales Supply Chain)
  
• Strong knowledge of repair management & working knowledge of SAP and FreshDesk
  
• Good business acumen & negotiation skills
  
• Knowledge of Customer Business & Operations, Customer expectations & needs
  
• Knowledge of Export Control Basics
  
• Knowledge of Maintenance Oriented Airworthiness Rules & Maintenance Operations
  
• Strong ability to manage cross-functional and international stakeholder relations
  
• Self-motivated and proactive with a customer-oriented mindset for both internal and external partners
  
• Structured with attention to detail; able to follow up closely and independently as a self-starter
  
• Ready to embrace and adapt to changes
  

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:
Satair Pte Ltd

Contract Type:
Permanent

Experience Level:
Professional

Job Family:
Material Support & services

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