Manager Parts Repair Customer Services

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 his/her superior.
You will develop, retain and appropriately expand the customer relationship in accordance with the SR Technics strategies, and will be responsible to support the sales activity in terms of new initiatives for the assigned accounts.
You will be responsible for timely and proactive solutions provisioning, handling/escalating commercial matters and overseeing key performance measures of the assigned accounts and will be responsible for the management of the team resources and the development of the account management team.
You will be the first point of escalation within the account management team for daily operational tasks, team organization, customer complaints/issues and remains the focal point of contact for internal stakeholders.
- The Manager - Parts Repair Customer Services will also be responsible for managing his/her own key accounts as a member of the Parts Repair Customer Services.

** Your tasks**:

- Manage the daily operations of the Parts Repair Customer Services team, including resource distribution, vacation planning & deputizing, assist with 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 information to Parts Repair Customer Services team and ensure timely and frequent communication to customers
- Promote a “customer centric” attitude within the Parts Repair team in all dealings with customers and internal stakeholders, with solution-oriented approach to problem solving
- Solve necessary escalation issues and provide recommendations to the head of business unit if required
- Develop, improve, and revise account management processes as necessary and in accordance with the SR Technics strategies
- Promote continuous improvement and efficiency within team, lead initiatives to identify waste/costs/efforts within the team or processes and make the 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 team in commercial aspects of the role
- Manage the repair orders to fulfil the contractual obligation in accordance with the existing processes (i.e 3rd party business, customer feedback, teardown process)
- Organize customer visits (incl. eg business review meetings, negotiations for upcoming orders, clarification of contractual amendments).

**Your Profile**:

- 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 incl. 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 (3 + years) experience 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.

**We offer**:

- 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