Customer Service

Job Description:

Main activities

⮚ Strategic activities

Contribute to the Airbus CSIP process

On the revenue side, the role will directly contribute the 2 of 5 elements of the revenue:

- the repetitive business from customers,

- the receivable revenue rate.

On the cost side, the role directly could give some contribution on TAT

⮚ Customer related activities

Ensure that timely and reliable information is provided to Ho Commercial on the relationship with the

customers and on critical issues

Ensure the establishment and continuous development of sound business relationship between

ALS Customer Services and Customers

Manage concessions and warranty claims management

Act as an ambassador to ensure the reputation of ALS

Manage potential extra demand from existing customer (kind of business development)

Operational activities

Establish and manage the link between the customers and the Company’s operations team

(slots, work package & planning,...) as well as with the Airbus / Boeing delivery managers in case

of services delivery jointly with or subcontracted by Airbus / Boeing

Ensure that customers are provided with support and services to meet their

expectations/requirements under conditions that protect both ALS business interest and lead to

durable customer satisfaction

Ensure that the Company’s contractual service delivery commitments are fulfilled

 Outputs

⮚ Strategic Outputs

NA

⮚ Customer related Outputs

Information provided to Ho Commercial on on the relationship with the customers and on critical issues

Sound business relationship between ALS Customer Services and Customers established and

developed

Concessions and warranty claims managed

⮚ Operational Outputs

Link between the customer and the Company’s operation team as well as with the Airbus /

Boeing delivery managers in case of services delivery jointly with or subcontracted by Airbus /

Boeing established and managed

Customers are provided with support and services to meet their expectations/requirements

provided under conditions that protect both ALS business interest and lead to durable customer

satisfaction

The Company’s contractual service delivery commitments fulfilment ensured

Qualifications

• Education:

General aeronautical/mechanical engineer, degree level,or equivalent experience

• Experience:

Job description

Min 8 years’ experience in an airline, or service support, or training, or customer

engineering

field, or technical field of sales and marketing, past Airline or Aircraft manufacturer

experience on

the technical, as well as on the commercial side would be an advantage.

Particularly and highly concerned by customer services and service-minded.

● Basic Skills:

Good negotiation skills

Result oriented

Fluent in English and Mandarin, written and spoken

Sense on the aviation operation

Communication skills, including essential language and the better skills of communication

Project management related experience, (or have track records on teamwork of project as

the majority role)

Passions on the communication

Sense on commercial P&L

• Certifications:

N/A

⮚ Ability

• Soft Skills:

Socially competent, very well developed coordination and relational skills to deal with

customers, MROs, vendors and relevant Airbus / Boeing stakeholders

● Technical Skills:

Deep technical knowledge of Airbus and / or Boeing A/C maintenance

Aviation QA/QC or aircraft certification related experience

Fleet management experience from airline side, or asset management related experience

from Lessor side,

Leasing technical consultant experience (especially on ramp representative)

Lean management project experience

Band6

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Employment Type:

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Experience Level:

Job Family:

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