Customer Service Manager
IDAIR GmbH
Hamburg, Deutschland
Tasks
Deliver exceptional services to our VVIP In-Service fleet. Plan, organize and manage assigned clients in overseeing and coordinating the in-service support of active fleet after delivery of VVIP IFE and CMS programs.
Ensure that customer requirements are fulfilled on time, on budget and on quality.
- Manage customer inquiries (i.e. repair events with suppliers - warranty and non-warranty, media related issues, etc.) for in-service aircraft
- Commercially responsible for after sales business (revenue / costs / profit)
- Calculate and prepare the quote according to requirements (repair, exchange, sales)
- Other tasks as required and assigned, collaboration in projects and manage internal stakeholders
- Proactively manage obsolescence campaign
- Capture, process and report customer feedback internally
- Customer visits
- Maintain close relation to suppliers in terms of material availability (lead time, modification status, obsolescence, interchangeability, documentation, etc.)
Requirements
Experienced Customer Service Managers make a difference - be part of the IDAIR team!
- Bachelor's or master's degree in business administration, industrial engineering or related field
- Aviation and / or Supply Chain experience favorable
- Proven stakeholder management skills, working with a cross-functional team
- Flexibility to travel
- fluent English, German a plus
- Proven experience
- MS Office, JIRA
- Good knowledge of program and project management methods, agile frameworks, good knowledge of techniques for planning, monitoring and controlling programs
- Ability to manage high expectations and demands from VVIP clients, high customer centric attitude
- Good understanding of the procurement process including negotiation with third parties
- Proven experience in Customer Service Management
- 5+ years’ experience in a commercial IFE integration, aircraft completion / modification or comparable
Vor 30+ Tagen