Selangor
Posted 11 months ago

Adecco

Job title: Customer Support Account Manager_New_12 months

Company: Adecco

Job description: 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