CUSTOMER SUPPORT & SERVICES MANAGER (CSSM) - #1132599

Job Role

 As part of the new APAC Front Office organization, the Customer Support & Services Manager will be responsible for the Customer Support and Sales Development of her/his assigned customer portfolio and territory. The CSSM will be accountable for increasing the services/MRO sales while improving the service level and customer satisfaction.

She/he will report to the Head of the Customer Support & Services Managers.

 As such, the CSSM will take on the following responsibilities:

• Customer relationship: as the guardian of the Voice of the Customer internally, you are responsible for the customer satisfaction and act as the main focal point between the customers and the company.

• Manage the Customer Business Team and lead all internal actions/action plan to drive Customer Satisfaction.

• Drive sales forecasts and secure order intakes

• Answer to tenders and provide high-end proposals to Customers whilst ensuring Customers concerns are addressed 

Essential Job Functions

 Sales / Business development

•  Develop and implement effective sales strategies to achieve business objectives and create actionable plans.

• Develop the relationships with the customers at all levels to facilitate information and contact  

• Identify and develop new business opportunities

• Negotiate and win new contracts, ensuring compliance with company priorities  

• Lead and embark the proposal team for large initiatives: lead a business team of a bidding, contract and program managers to craft high-value commercial proposals, and pitch for project buy-ins towards senior leadership

• Achieve sales orders intake and profitability targets

• Actively participate and contribute to the yearly MRO sales revenue forecasts (and related updates) for the sale of spares, repairs of components and/or other products

• Monitor budget performance and ensure alignment with financial goals

• Generate detailed and accurate sales reports for senior management and provide insights and recommendations based on data analysis.

Customer Support

• Build and maintain strong, transparent and trustworthy relationships with customers and stakeholders

• Flowdown the contracts to the internal teams, and execute contracts in accordance with the company policies, procedures, and regulatory requirements.

• Ensure the economic performance and profitability of the contracts

• Implement support pricing agreements and/or contract amendment when relevant

• Liaise with support operations team (Customer Success Leaders and Customer Service Reps) and other internal departments to ensure Customers queries are solved in a timely manner

• Prepare and release the annual pricing catalogue, ensuring consistency of costs and profitability targets

• Monitor Customers’ fleet evolution in order to identify sales opportunity for components upgrades, spares and services, and negotiate commercial conditions

• Manage customer visits, meeting reports, and customer performance/business reviews

• Ensure payments from Customer and whenever necessary provide specific assistance to the Finance team in managing Customers’ overdues

• Coordinate actions with the Warranty & Claims Senior Executive or Manager to manage customer claims under or not under warranty

The CSSM role shall not be restricted to the above job description, as other tasks or duties may be assigned or re-assigned to the role as part of the company growth and continuous improvement.

Profile requirements

• Bachelor’s or Master's degree in engineering, business administration or a related field.

• Proven track record of success in a sales and/or customer support role in the Aerospace OEM or MRO or similar high-technology industry

• Develop innovative solutions and strategies to drive business growth

• Demonstrate a strong commitment to achieving sales goals, negotiate and close contracts effectively

• Prioritize customer needs and deliver exceptional service; build and maintain long-term customer relationships

• Demonstrate a strong technical background, and effectively communicate tailored technical solutions.

• Excellent and effective verbal and written communication skills

• Fluent in English (oral and written), Chinese Mandarin optional

• Availability for frequent travel as required by the role

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)