Customer Support Account Manager_New_12 months

Job Description

• Understand Customer operations and needs, to identify the proper level of service performance to be monitored
• Decide the best approach towards the Customer in resolving operational issues, both in terms of feasibility, time schedule and cost impact
• Influence Customer operational standards, proposing Helicopters sen/ice solutions (Sen/ice Plans, Spare Parts Planning and Packages, BOA Contracts, etc.) with the aim to increase the company business
• Organize periodic visits at Customer premises, together With required supporting departments
• Report Customer feedback within the company to drive support improvement initiatives
• Define appropriate target performance levels for each Customer (in addition to the ones already formalized through service contracts), based on a detailed assessment of their operations and needs
• Ensure Customer Data stored in the Company ICT Systems (SAP, CRM, etc.) are maintained and periodically updated (Fleet Data, Customer Focal Points, etc.) through a consistent use of the various web-based system (MyF/eet, BZB systems etc.)
• Coordinate the Financial aspects and take care of the Credit Recovery Process
• Supporting Aircraft Delivery and Entry into Service (EIS) phase, ensuring proper readiness of Customer Services infrastructures and supporting closure of A/C post- delivery pending items, in collaboration with the relevant PLM;
• ensuring, to the maximum extent, consistency between promises to Customers and service delivery, through a continuous interaction with the appointed focal points within CS&S delivery functions;
• measuring and monitoring Customer satisfaction and proactive/y engaging with Customers to provide value-added advises to improve A/C operations and experience;
• leveraging on Customer base and Market knowledge, contributing to identify commercial opportunities, providing Sales with a comprehensive description of operative context generating helicopters / services demand, supporting service package negotiation, including EIS deliverables and sen/ice performance levels, and actively promoting Customer Support services to increase CS&S business.

Requirements:

• Bachelor Degree in Industrial Engineering (Aeronautics/Mechanics/Electronics)
• Fluency in English
• Availability to travel frequent/y
• Customer orientation
• Problem solving attitude
• Ability to work in team including ability to motivate others
• Ability to work under high demanding/stressing environments
• Ability to manage time and to handle multi-tasks and priorities in time critical situations
• Ability to communicate professionally in written responses to e-mails and in reports
• Computer Skills, mainly on Microsoft Suite
• Multicultural Awareness