Contract & Customer Support Manager

Job Description

To manage the execution of S&S contracts and ensure the coordination with all departments to successfully deliver services. Ensure customer satisfaction while ensuring AH performance (Finance, Quality, TaT) objective.

To act as a customer support manager for a portfolio of customers, develop and manage the customer relation by providing the necessary support for all commercial and technical enquiries. Responsible for developing dashboards for performance management, monitoring and reporting.

Responsibilities

• Be the focal point between Airbus and customer with regards to Support & Services
• Coordinate support disciplines and expert (within AH Group), in order to provide a quick and adequate solution towards customer needs
• Manage and follow through all aspects of the HCare contract deliverables
• Ensure customer satisfaction, needs or expectations are managed within AH
• Perform annual customer visit/review on the contract performance & attend to customer's issues if any
• Set-up dashboards and KPIs to follow the customer fleet serviceability and any open topics
• Costing management and coordination with the different stakeholders to provide on time costing and management of simple offer with customer
• Manage Support & Services Contract from kick-off until delivery (execution)
• Set-up the customer sheet / maintain and update any contractual amendments (over & above (O&A), workscope, contractual turn-around time (TAT),....)
• Ensuring all projects are executed "on-time" and "on-cost, maintain cost and revenue forecast (C@C) on monthly basis
• Ensure contract closure (work order, deliverables, invoicing,..) and post nnortem analysis if required
• Ensure contract performance target (quality, cost, customer satisfaction)
• Manage and collect customer surveys and feedback
• Manage financial health and performance of the contract
• Ensure correct and regular reporting to customer (on weekly Basis)
• Upkeep and live Airbus Values, Leadership Model and Code of
• Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.
• Carry out any other task as directed by the superior.
• Other duties reasonably determined from time to time by the Company
  
  

Personal & Interpersonal Skills

• Ability to work with all levels of employees in a multi-cultural and international setting
• Strong communication skills and good command of written and spoken English
  
  

Minimum level of education or certification

• Bachelor Degree + 3
  
  

Experience & skills that the employee must have in order to fill the position.

• 5 years of experience in contract, project management and customer support
• A good working knowledge of Microsoft Office, including Project, Google suite, SAP
• Good understanding of MRO activities (part-145 regulation)
• Knowledge on Airbus Products is an added 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

Airbus Helicopters Malaysia SDN. BHD.

Employment Type

Permanent

Experience Level

Professional

Job Family

Customer Account and Service Management

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