Customer Support Manager

Job Description:

·            Responsible for after Sale Support and Customer Satisfaction (run customer satisfaction Surveys)

·            Responsible for rendering an efficient service to customer requests and respond to all customer queries within a reasonable time.

·            Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, Technical Assistance, CAMO). Achieve annual OP revenue target.

·            Contract Execution and strict follow up.

·            Sell Spares and lead order until delivery to the customer.

·            Ensure growth in Support & 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 Customer population.

·            Build a solid network within operators.

·            Monthly visit customers & regular customer meetings.

·            Collect Intelligence within main stakeholders, in relation to Helicopters & S&S.

·            Propose concrete Marketing Actions.

·            Maintaining of records of all customer visits and correspondence and validation of the customer visit plan with the CDM. A visit report shall be compiled within seven (7) working days after conclusion of the visit and saved under the shared directory.

·            Ensuring Sales Force database is populated with relevant helicopter and customer information, queries and complaints.

·            Ensure that all correspondence with customers is conducted in a polite and professional manner, promoting a positive image of the company and the Airbus Group.

·            Ensuring compliance with South African and European (where applicable) export control regulations.

·            Providing optimum quality service which is responsive, flexible, cost efficient and on-time.

·            Ensuring compliance with corporate governance rules, regulations and export control.

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.

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