Manager, MRO Customer Support

Position TitleManager, MRO Customer SupportReport ToSenior Manager, MRO CommercialPosition Summary Responsible for driving improved customer experience for our customers. This cross functional role requires complex problem-solving skills and the ability to influence functions outside and within MABES.

Key AccountabilityResponsible for commercial processing and operational handling of the contract from the point of view of cost effectivenessIdentifies and manages revenue opportunities within his/her scope of responsibilities, realizes cross and up-selling potentialAdvises customers in finding the right solution and pro-actively sells customer-oriented servicesResponsible for perfect functioning of customer interface while giving consideration to contractual service agreements and internal KPIsManage the customer relationship at the operational level and ensure its ongoing development, resolve complaintsResponsible for first escalation level for process related issueMonitor and support performance level reportingCoordinate business units within MAB to meet customer requirements and maintain an internal and external performance dialogResponsible for correct cost booking and in time invoicing.

Qualification & Working ExperienceDiploma/Degree in Aircraft Maintenance, or any field of studies but preferably International Business, Business Admin, etc. Holder of CAAM Part 66 License and other professional certificate such as PMP, etc would be an advantageMore than 5 years experience. Areas of ExperienceMRO, Customer Support, Field Service, Sales & Marketing, etc. Personality TraitsSelf-motivated, results driven and experienced at dealing with senior management, outstanding communication and interpersonal abilities, with passion in customer experience, excellent verbal and written communication skills, experience in sales techniques, proficiency in data analysis, forecasting, and budgeting, experience with CRM software (ex: Salesforce) and ability to deliver presentations.