Contract & Customer Support Manager (H/F) - AIRBUS HELICOPTERS MALAYSIA SDN. BHD.
AEROCONTACT
Date: 2 weeks ago
City: Subang Jaya
Contract type: Full time

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
- 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
- Bachelor Degree + 3
- 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
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