Job Objectives
Responsible for all Parts & Tools Repair services (7 different business lines) representing two business entities (Airbus SAS and Satair Pte Ltd). This position leads the performance and development of the Parts & Tools Repair Services team, managing all related tasks within the scope of delegated responsibilities.
Job Responsibilities
Geographical scope: Asia Pacific & China
Oversee a team that acts in direct exchange with external customers (airlines, MRO), internal stakeholders (Customer Support Directors, Field Service Managers, Account Directors, Credit Management, etc.), internal and external repair stations and manages, the delivery of products and services for 7 different & individual business lines, currently - Airbus Proprietary Tool Lease, Airbus Proprietary Tool Repair, Airbus Proprietary Parts Repair services, A220 Tool Services, A220 Proprietary Parts Repair services, OEM Vendor Repair, Satair Inhouse repair customer order management
- Manage the order book proactively and implement ideas and initiatives to improve the operational key figures repair turnaround time (TAT) performance and reliability as part of continuous improvement
- Design and promote a sustainable development of the team within the framework of global change processes such as projects or market conditions
- The job holder forms the interface to those directly involved in the process at the escalation level, such as customers, suppliers, service management, tools engineering, repair network management and is responsible for solving or prioritizing process-related problems
- The job holder is responsible for ensuring the relevant process steps along the various business lines. This includes the prioritization of tasks and the allocation of work priorities to individual team members on a daily basis.
- The job holder makes an active contribution to CSIP (Customer Service Improvement Program) within the framework of business reviews with customers
- Respond to all RFP / RFQ in line with agreed processes & formats
- Undertake customer & repair station visits as required
- Undertake key customer business reviews identifying service quality / satisfaction & new business opportunities
- Manage customer formal contact regarding price increases & Regulatory information
- Propose new service opportunities to Senior management
- Attend monthly Management Review Meeting making a full contribution to the operational management of the company
- Work with Service Management to identify and develop additional tooling / GSE and repair opportunities
- Actively manage the creation and implementation of regional business plans specific to the various business lines
- The job holder is responsible for departmental staffing, organization structure, and the performance and development of direct reports
- Implement collaborative efforts between Customer Resolution Services, Supply Chain, Sales team & other relevant departments where necessary
- Ensure functional effectiveness in order to meet defined KPIs
- Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development, on-board and train newcomers
- Manage and control both manpower and workflow activities to achieve the given service level, customer communication reactivity and quality targets whilst meeting the appropriate budget targets.
- Continuous lean management for cost and efficiency improvements.
- Ensure necessary competence level of personnel by executing training, on the job instructions and evaluation and examination/testing in coordination with HR
- Ensure coordination with Product Management on production levels and Shop Processing Time (SPT) of OEMs to meet commitments to customers
- Ensure reporting of agreed KPIs for the department
- Measure supplier and repair vendors performance against contracted KPIs
- Support HO Repair & Production in meeting the strategic objectives
- Support Managing Director, Account Directors, Product & Repair Service Managers in maintaining and winning new business
- Run campaigns/events focused on suppliers/customers
Job Requirements
- Bachelors in Business Administration or similar/equivalent
- Prior experience in people management
- Knowledge about the product management discipline
- Strong knowledge about the repair activities/services and market requirements (customers & suppliers)
- Knowledge of relevant air worthiness and regulatory agencies requirements
- Knowledge of Export Control Basics
- Knowledge of civil aviation requirements / rules and Airbus documentation
- Minimum 10 years working experience with airline and/or MRO operations
- Customer Service and Supply Chain experience
