Manager Parts Repair Customer Services

2 weeks ago Be among the first 25 applicants Zurich Work experience Customer service, hotline Fulltime Code: 9037 We are a world leading Engine MRO service provider, headquartered in Zurich, Switzerland, with over 90 years of operational experience. Our unwavering dedication to innovation, excellence and environmental responsibility propels us forward on our journey to becoming the leading, most customer‑centric, and sustainable Engine focused MRO worldwide. Working with an extensive network of partners and business development offices in Europe, the USA, Asia and the Middle East, we offer comprehensive, fully customized solutions for the Maintenance, Repair and Overhaul of aircraft engines, airframes and components sales business including impeccable technical support to over 500 customers worldwide. Our mission: We safely power your flight. As a Manager Parts Repair Customer Services you will be accountable for leading the Parts Repair Customer Services team and oversee the commercial management of customers through the fulfilment of the relevant contractual obligations from parts induction to cash collection and will be responsible to achieve the company’s revenue targets for the assigned customers in close coordination with your superior. Responsibilities Develop, retain and appropriately expand the customer relationship in accordance with the SR Technics strategies, and support sales activity in terms of new initiatives for the assigned accounts. Provide timely and proactive solutions, handle/escalate commercial matters and oversee key performance measures of the assigned accounts. Manage the team resources, develop the account management team, and be the first point of escalation within the account management team for daily operational tasks, customer complaints/issues, remaining the focal point of contact for internal stakeholders. Manage the daily operations of the Parts Repair Customer Services team: resource distribution, vacation planning & deputizing, new account allocation, escalation of operational topics, customer disputes, etc. Lead the Weekly Operations Meetings with Shop CoE / Workcenters to provide information on status of repair orders in shop, communicate status to the team and ensure timely/frequent communication to customers. Promote a “customer centric” attitude within the Parts Repair team in all dealings with customers and internal stakeholders, adopting a solution‑oriented approach to problem solving. Resolve necessary escalation issues and provide recommendations to the head of business unit if required. Develop, improve, and revise account management processes in accordance with the SR Technics strategies. Promote continuous improvement and efficiency within the team, lead initiatives to identify waste/costs/efforts within the team or processes and implement necessary changes. Promote information sharing attitude within the team, towards customers and internal stakeholders. Monitor the KPI’s for the team and implement necessary actions for improvement. Develop and coach the team in commercial aspects of the role. Manage repair orders to fulfil the contractual obligation in accordance with existing processes (3rd party business, customer feedback, teardown process). Organize customer visits (including business review meetings, negotiations for upcoming orders, clarification of contractual amendments). Qualifications Leadership and analytical skills, ability to lead with a solution‑based approach. Excellent communication & presentation skills. University bachelor’s degree in engineering and/or business administration with strong understanding of financial and commercial aspects. Technical knowledge of engine parts repair and overhaul processes and technology including strong knowledge of costing and pricing methodologies, and logistics within the Engine Parts repair Services business field. Core competencies in business economics, commercial affairs and financial modelling or supply chain management. Significant experience (3+ years) in customer‑related and leadership positions in the MRO Aviation Industry if possible. Seeks opportunities for continuous learning and self‑development. Strong commercial background with strong communication and presentation skills. Able to work under pressure, flexible, creative thinking and innovative. Benefits We offer an attractive position in a global and dynamic company. Through competitive employment conditions, you will have the opportunity to develop both professionally and personally. Our benefits system is created with our people’s best interest in mind and designed to aid in everyday life and situations. Take a look at them on our website: www.srtechnics.com/careers/employee-benefits How to Apply If you wish to apply to this position, kindly fill out the application form. For other inquiries please contact us at: globalrecruitment@srtechnics.com Please note that due to Swiss immigration regulations, we currently only consider applicants holding an EU passport, Swiss passport or a Swiss working permit. Magdalena Milenic Talent Acquisition Specialist Referrals increase your chances of interviewing at SR Technics Spain by 2x #J-18808-Ljbffr