Job Description

You will join Support & Services in charge of Middle East Customer support.

This job will consist of:

For a selection of Customer in the region (Middle East), the job will consist on a double hat roles and responsibilities.

As a Customer Logistics Manager (CLM), your role is to:

• Provide customers with efficient “end to end” logistics service: Spare parts, AOG, Warranty (also front office for R&O)
• Be the single focal point for any logistics topics for Customers
• Ensure logistics performance followup by defining and managing a set of KPI according to customer contractual requirement
• Define and execute Customer routines and meetings for spares and repairs
• Manage flows and activities with logistics and repairs back offices disciplines (forecast management, warranty, transport, warehouse)
• Capture and launch dedicated actions on Customer priorities
• Act as the Logistic and material focal point internally within Airbus for Support and Services disciplines (Support engineering, Program support organization, Repair) and launch routine with all necessary disciplines to ensure significant progress on Customer issues.
• Ensure invoicing followup of spares and repair deliveries
• Set up and animate for Customers portfolio routines to manage end to end flows

This job offers the opportunity to act also as a Customer Support Manager for the Customers (CSM). As a CSM, you role is to :

• Ensure that all correspondence with customers is conducted in a polite and professional manner, promoting a positive image of the company and the Airbus Group.
• Responsible for Marketing Airbus Helicopters customer support services.
• Responsible for rendering an efficient service to customer requests and respond to all customer queries within a reasonable time.
• Ensuring customers are advised of extensions in the scope of work (additional work/spares) and that customer written acceptance is duly received.
• Responsible for customer satisfaction.
• Liaising with the respective stakeholders in AHF and AHD in order to execute support and services and to build Support & Services offers.
• Maintaining of records of all customer visits and correspondence and validation of the customer visit plan.  A visit report shall be compiled after conclusion of the visit and saved in Airbus dedicated tool.
• Ensuring Airbus CRM tool is populated with relevant helicopter and customer information, queries and complaints.
• Ensuring compliance with relevant Airbus quality and procedures manual processes.
• Ensuring compliance with export control regulations.

Skills & Prerequisites:

• Analytical
• Advanced level in MS Excel
• Knowledge of SAP is a plus
• Uses sound judgment to make good decisions based on information gathered and analysed.
• Analyses problem by gathering and organizing all relevant information.
• Plans and organizes tasks and work responsibilities to achieve objectives
• Good written and verbal communication skills.
• Displays emotional resilience and the ability to withstand pressure on an on-going basis.
• Excellent interpersonal skills, negotiation skills and conflict resolution skills.
• Customer relationship management.

Language skills:

• English: fluent
• French: advanced

Regular business trips are required :

• Within the middle east to visit Customers
• To France for meeting with Airbus helicopters Support and services disciplines.

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.

Skills Required

• Microsoft Excel
• Logistics
• KPI