Customer Support Manager

A helicopter Aircraft Maintenance Organistation based in Midrand, Gauteng is currently recruiting for a Customer Support Manager. This is a 12 to 24 month renewable contract.

Duties and Responsibilities

• Responsible for after Sale Support and Customer Satisfaction (run customer satisfaction Surveys)
• Responsible for rendering an efficient service to customer requests and respond to all customer queries within a reasonable time
• Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, Technical Assistance, CAMO)
• Achieve annual OP revenue target
• Contract Execution and strict follow-up
• Sell spares and lead order until delivery to the customer
• Ensure growth in Support & Services (S&S) business within the allocated customer base, including minor inspections, retrofits, upgrades capture at company base
• Regular information toward the customer of any S&S product updates
• Promotion of Safety Enhancers
• Monitor Turnover results and margins, AOG, Customer complaints and Action Plan resolutions. Limit overdues
• Responsible for Marketing customer support services within Customer population
• Build a solid network within operators
• Monthly visit customers and regular customer meetings
• Collect intelligence within main stakeholders, in relation to Helicopters & S&S
• Propose concrete Marketing Actions
• Maintaining of records of all customer visits and correspondence and validation of the customer visit plan with the CDM
• Ensuring Sales Force database is populated with relevant helicopter and customer information, queries and complaints
• Ensure that all correspondence with customers is conducted in a polite and professional manner, promoting a positive image of the company and the group of companies
• Ensuring compliance with South African and European (where applicable) export control regulations
• Providing optimum quality service which is responsive, flexible, cost efficient and on-time
• Ensuring compliance with corporate governance rules, regulations and export control

Experience and Education

• Grade 12 / Matric
• Must have at least 5 years’ experience in a similar role managing a Customer Support team
• Solid experience in aircraft maintenance and parts

Skills and Attributes

• Capability to manage a team of Customer Support Administrators (SAP order processing)
• Customer relationship management
• Autonomy and initiatives for customer satisfaction
• Must be willing and able to travel
• Excellent interpersonal skills, negotiation skills and conflict resolution skills
• Able to display emotional resilience and the ability to withstand pressure on an on-going basis
• Sound judgment to make good decisions based on information gathered and analysed
• Ability to plan and organise tasks and work responsibilities to achieve objectives
• Good written and verbal communication skills

Benefits

• Market related salary
• 12 to 24 month renewable contract

Apply online or send your CV to nico@aviationlink.co.za