Job Description: Job Objectives Administer Repair/Lease/Exchange Orders, Conversions, Warranty claims activities in accordance with Satair objectives and strategies ensuring that our products and services are delivered on time, quality and cost for highest customers’ satisfaction Job Responsibilities
Act as the Single Point Of Contact (SPOC) for an assigned customer portfolio, handling all inquiries related to repair, lease, exchange and commercial questions
Evaluate customer-specific problems and complaints, coordinating developed delivery solutions across Airbus’ 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 Supplier relations
Initiate and conduct follow-up sessions/calls with the repair stations to ensure contractual Shop Processing Times (SPTs) and Turnaround Times (TATs) are consistently met and processes remain aligned
Initiate and track actions to ensure all agreed-upon improvement plans and targets are achieved
Keep Head Of ASOMRS, relevant Service Manager & Repair Shop Liaison Manager informed of changes in the repair station performance
Provide World-Class Customer Support by ensuring timely and qualified responses to all service requests, driving high Customer Satisfaction (CSIP)
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
Manage cross-functional interfaces with key stakeholders, including the repair service management teams, Airbus 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
Perform other duties as required by the company to meet evolving business needs
Secondary Responsibilities
Identify, initiate or offer suggestions to improve efficiency internally and with the repair stations
Participate in, organize and conduct regular account meetings with customers, suppliers, internal stakeholders (Account Directors, Product / Service Managers etc) to share information and maintain a global view on your customers’ activity when necessary and agreed with the manager
In addition to an assigned customer portfolio, assist other account teams and regions as workload and work distribution priorities demand proactively and as agreed with the manager
Track and report on political or other market conditions, including competitor activities, that may impact Satair’s competitiveness
Job Requirements
Diploma (Degree in Aeronautics / Aeronautical Engineering is preferred)
Minimum 3-5 years working experience in Customer Order Management or Supply Chain or similar (good understanding of After Sales Supply Chain)
Good knowledge of repair management
Working knowledge of SAP
Good analytical and numeracy skills & critical thinking
Good business acumen & negotiation skills
Knowledge of Customer Business & Operations, Customer expectations & needs
Knowledge of Export Control Basics
Technical Data Awareness with the ability to understand and interpret technical documentation
Knowledge of Maintenance Oriented Airworthiness Rules & Maintenance Operations
IT affinity to support the digitalization of manual processes
Shipping and/or aviation knowledge is an advantage
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: Fixed term 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.
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