Customer Support Manager

Main Roles and Responsibilities:

• Responsible for after sales support and customer satisfaction (run customer satisfaction surveys)
• Responsible for rendering and efficient service to customer requests and responds to all customer queries within a reasonable time.
• Support and overview of S&S activities
• Contribute toward the preparation of tender bids, simple and complex offer.
• Offer and contract negotiation and execution management
• Enhance aviation safety in the region and build customer loyalty
• Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, technical assistance, CAMO).
• Achieve annual OP revenue targets.
• Contract execution and strict follow-up.
• Sell spares and lead order until deliver to the customer.
• Ensure growth in Support and Services (S&S) business within the allocated customer base, including minor inspections, retrofits, upgrades capture at AZA 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 AZA customer support services within the customer population.
• Build a solid network within operators.
• Monthly visits to customers and regular customer meetings.
• Collect intelligence within main stakeholders, in relation to Helicopters and S&S.
• Propose concrete marketing actions.
• Maintain record of all customer visits and correspondence and validation of the customer visit plan with the CDM, within 7 days after conclusion of the visit.
• Ensuring that the Sales Force database is populated with relevant helicopter and customer information, queries and complaints.
• Providing optimum quality service which is responsive, flexible, cost effective and on-time.

Competencies:

• Capability to manage a team of Customer Support Administrators.
• Customer relationship management.
• Autonomy and initiatives for customer satisfaction, availability to travel.
• Excellent interpersonal skills, negotiation skills and conflict resolution skills.
• Display emotional resilience and the ability to withstand pressure on an on-going basis.
• Uses sound judgement to make good decisions based on information gathered and analysed.
• Plans and organizes tasks and work responsibilities to achieve objectives
• Excellent written and verbal communication skills.