Customer Support Voice

Accountabilities
Job Description:
The role of the CSD is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.
In-line with the Global Account Management (GAM) concept, the CSD leads the ISCT as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters.
The CSD is responsible to coordinate and oversee all post sales activities through the whole aircraft life cycle, including aircraft Entry into Service preparation, post EIS daily support and End of Operation management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements.
The CSD manages the relationship by establishing and maintaining direct contact with Customers’ management.
In conjunction with the Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales.
The CSD Also Exercises Commercial Control And Ensures That
• Commercial gestures are well justified and minimised
• Overdue payments are made??
• Contractual commitments are closely followed-up

The CSD performs some additional tasks in support of aircraft sales campaigns:
• Provide a high level of support to the aircraft sales team during Marketing phases of the aircraft sales, including giving presentations and RFI on customer services.
• Assess and define customer’s needs with the aim to embed the customer services package within the aircraft sales campaign. Recommend joint services sales opportunities.
• CSD recommends to the PA Negotiator the quantities(e.g. training allowance etc) to be included in App 3

Qualifications
• Education: Bachelor or above, majoring in engineering, or business, commercial, marketing
• Experience: 10 yrs+, preferably in aviation industry or airline operation
• Basic Skills: English, Communication, Strategic thinking, leadership
• Soft Skills: Build trust with customers, Leadership role when working with ISCT, Understanding airline strategy and building account strategy for airbus.
• Technical Skills: Knowledge of aviation, engineering, airline operation, IT tools

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.
Company
Airbus (China) Enterprise Management and Services Co.Limited
Contract Type
Permanent Contract / CDI / Unbefristet / Contrato indefinido
Experience Level
Professional / Expérimenté(e) / Professionell / Profesional
Job Family
Customer Account and Service Management
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