ATR - UPGRADES CUSTOMERS OPERATIONS COORDINATOR (M/F))

Job Description:

CONTEXT

Upgrades are post-delivery modifications activities aiming to improve the configuration and standard of ATRs in operation. In a context of development of ATR Upgrades activity with 1200 aircraft currently in operations with many A/c transitions, the candidate will handle a portfolio of Customers and will participate to the continuous process improvements of the Upgrade Service team.

MISSION

Under the Head of Upgrade Customers operations, the job holder will manage the Customer requests (Toulouse and Regional centers Customers) for Upgrade activities from RFQ to SB and Kits deliveries and invoice.

Her / His main missions will be the following ones:

• Manage a portfolio of Customers.
• Prepare commercial offers and support the Services Sales teams in the Upgrades sales process.
• Administrate the SB and associated Kits purchase Orders.
• Launch and monitor the production and delivery of Services Bulletins and associated Kits.
• Manage Customer down payments and invoicing process.
• Actively participate the continuous improvement process, IT and LEAN initiatives
• Closely monitor Lessors upgrade activity

In the heart of Customer Services activities, the job holder will interface on 360° basis with Retrofit Engineering, Spares Engineering, Procurement, Logistics, Parts Provisioning, Finance, Program, CSDs, Commercial and sales teams.

ACTIVITIES

1. Customer portfolio Management

• Listen to the Customers and anticipate their needs.
• Set up a regular communication process with customers.
• Regularly inform Customers on project progress and risks
• Set up Customer reporting to improve Customer Satisfaction
• Manage commercial and logistic issues with Customers.

2. Commercial offers preparation

• At customer request reception, acknowledge / qualify the requests received by the services sales teams and direct them to Retrofit Engineering teams or DOA partners.
• Collect the technical and pricing information and prepare Commercial offers using SAP or Microsoft Word
• Support the Services Sales teams.
• Improve commercial offers templates.

3. Order management and deliveries monitoring

• At customer purchase order receipt, launch all the required actions towards the engineering, operational documentation, and sourcing teams.
• Coordinate sourcing and stocks teams action to deliver kits on time
• Work with Retrofit Engineering to ensure the on-time delivery of Services Bulletins
• Regularly inform Customers on SB and Kits deliveries Process et suggest alternative solutions if necessary.
• Provide support to customer and ATR teams to find solutions to problems (logistics, quality…) that occur prior of after delivery.
• Improve forecast of the Kits

4. Invoicing

• Invoice Customers when SBs and Kits are available for delivery.
• Liaise closely with Credit Management Team

5. Continuous improvement

• Monitor Sub-contracted activities.
• Participate to LEAN and continuous improvement process initiatives.
• Participate to IT specifications for tool evolution and reporting optimization.

6. Lessors Monitoring

• Set-up specific follow-up with lessors representing 40 of the Upgrade Services revenues.
• Regular calls with lessors to support their A/c transitioning campaigns.
• Provide Lessors with new technical solutions at the best price.
• Anticipate the Lessors needs and support them in complex issues.
• Visit lessors with Service Sales team.

PROFILE

Educated to a 5-years degree level (or equivalent) in Business, Sales support, Engineering and Marketing.

Expected skills of the position:

• Technical skills:

• Good Engineering knowledge of the aircraft, systems and understanding of the after sales environment (maintenance, operations, airline economics…),
• Good knowledge in configuration management and airworthiness
• Basic knowledge on financial activities.
• Good knowledge in aircraft part supply chain and logistics
• Experience in Project Monitoring, you know how to drumbeat activities.

• Language skills (and level): French fluent and advanced level of English (C1) mandatory
• IT skills (tools): Advanced level Office pack (Word - Excel - PowerPoint) - SAP - Power BI
• Soft skills (2-3 key skills): Creative - Autonomous - Customer oriented - Team spirit - Proactive - Collaborative - High motivation

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CONTEXTE

Les upgrades sont les activités de modifications post-livraison permettant d’améliorer la configuration et le standard des ATR en exploitation. Dans un contexte de développement de l’activité Upgrades ATR avec 1200 avions aujourd’hui en exploitation, le candidat aura en charge un portefeuille de Clients et participera à l’évolution du Service.

MISSION

Au sein de la Business Unit Upgrade Services, le tenant du poste assurera le suivi des Upgrades de la part des Clients à partir de la demande jusqu’à la livraison et facturation des Services Bulletins et des kits associés.

Ses principales missions seront les suivantes :

• Piloter un portefeuille de Clients
• Préparer les offres commerciales et les porter en relation avec l’équipe des vendeurs de services
• Piloter et administrer les commandes clients en cours
• Facturer les clients
• Participer à l’amélioration continue des processus

ACTIVITES

1. Pilotage d’un portefeuille de Clients

• Communiquer régulièrement avec les clients
• Evaluer leurs besoins et être à l’écoute
• Informer régulièrement les Clients sur les points positifs et négatifs
• Mettre en place un Reporting client régulier.
• Gérer les problématiques commerciales et logistiques des clients

2. Préparation des offres commerciales

• Qualifier les demandes des clients et les orienter vers une solution interne ou externe au travers du catalogue externe D0A
• Collecter les informations techniques et de pricing et préparer les offres commerciales en format Word ou SAP en fonction des sujets
• Supporter le vendeur de service dans le cadre de l’avant-vente
• Améliorer les template des offres commerciales

3. Piloter et administrer les commandes clients en cours

• Assurer le suivi des campagnes en cours et lancer la spéculation des pièces en anticipation de la commande client. 
• Saisir les commandes clients dans SAP et lancer les actions en interne ATR.
• Assurer le suivi et la coordination des commandes en cours
• Piloter l’approvisionnement des pièces en relation avec le sourcing et les stocks
• Piloter la mise à disposition des documents de Retrofit et de la documentation opérationnelle avec l’Engineering
• Communiquer régulièrement l’état d’avancement de la commande au client.
• Améliorer le niveau de spéculation des kits
• Fournir du support aux clients et aux équipes ATR sur les problématiques de logistique et de qualité.

4. Facturation

• Facturer les clients lorsque les SBs et Kits sont mis à disposition du transitaire
• Travailler en étroite collaboration avec le Crédit Management

5. Participer à l’amélioration continue des processus

• Piloter les activités sous-traitées
• Participer aux projets d’évolutions d’outils (Reporting, SAP,…)
• Participer aux évolutions et optimisation de processus

6. Pilotage des activités des loueurs

• Assurer un suivi spécifiques des sujets issus de loueurs qui représentent 40 des revenues globaux Upgrade.
• Participer à des réunions régulières avec les lessors pour faciliter les transferts d’avions.
• Fournir des solutions techniques innovantes au meilleur prix.
• Anticiper les besoins des loueurs et les supporter au mieux sur les problématiques complexes.
• Visiter les loueurs avec les vendeurs de service.

PROFIL DU CANDIDAT

- Bac &43;5 en Ecole de commerce, support aux ventes, Engineering, Marketing (ou domaine équivalent)

- Les compétences attendues :

• Compétences métier:

• Bonnes connaissances techniques de l’Avion
• Bonne connaissance de l’environnement après-vente (Maintenance, Marché) et du contact client
• Connaissance en gestion de configuration Avion et procédures de navigabilité
• Expérience en management de projet

• Compétences linguistiques Très bon niveau d’Anglais et de Français
• Compétences informatiques: Maitrise du Pack Office, Maîtrise de SAP
• Compétences relationnelles: Très bon relationnel / orienté client / esprit d’équipe / dynamique et acteur du changement 

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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