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Customer Service, Open Cabin Specialist

Posted on Mar 11, 2020 by PSD Technology Contracts Ltd.

Genève, Switzerland
Immediate Start
Annual Salary

An excellent opportunity for a Customer Service, Open Cabin Specialist to join an International Organisation working with the aviation technology sector.

You will be responsible for managing customers' satisfaction. You will be in charge of performing the customer service management activities for Open Cabin products and services.

Key Duties:

You will be accountable for customers with regards to the Open Cabin portfolio.

  • Monitor and analyse the performance indicators available to ensure that the product performance delivered to the customer is meeting the customer defined service levels. When applicable, initiate and coordinate service improvement plan;

  • Follow-up of airborne equipment support activities performed by these customers and respective OEM partners (eg Airbus) to ensure a good reactivity and timely recovery (ie issue solving and deployment of OEM updates retrofit)

  • by supporting the customers in ensuring smooth coordination between the parties,

  • by analysing and assessing fleet performance and coordinating any pro-active actions with the customers and or OEM.

  • Maintain clear visibility of the status of all technical enquiries and operational aspects of the support activities relating to each customer;

  • Manage and produce identified reporting to these customers, internal teams or OEM, Including trend analysis, actions and service improvement plan action tracking and management;

  • Provide expert enquiry handling in coordination with the 24/7 Support Service desk, for service requests which require further investigation or analysis. When necessary, you will work with Level 2 and 3 support teams and external parties: airframe manufacturers and/or avionics vendors to coordinate such investigation;

  • Ensure customer feedback and requirements are channelled to Product and Business Development teams;

  • Represent the organisation and drive for customers' satisfaction at formal face to face or any regular reviews or contacts with the customers.

Experience, Skills, Knowledge Required:

  • 3-8 years of progressive experience with an aircraft manufacturer technical support organization, or an avionics equipment manufacturer technical support organization, or an airline maintenance and/or engineering organization.

  • At least three years of Customer Service experience or experience as a Field Support Representative.

  • Proven experience in multi-country, multi-disciplinary, multi-cultural organizations or projects.

Skills and Knowledge Required:

  • Fluency in English (spoken and written), other language will be a plus

  • Analytic skills: ability to build and structure an analysis, manage trending, detect patterns;

  • Problem Solving;

  • Customer Focus;

  • Excellent team player, strong communicator and ability to work under pressure;

  • Competent in Microsoft Office products, Excel advanced proficiency, Power Bi experience is a plus;

  • Ability to learn fast and understand complex technologies, environment and services;

  • Autonomy, ability to work with remote teams and good reporting skills;

  • Excellent presentation and communication skills, both verbal and written;

  • Knowledge of ITIL and Service Management practices and procedures would be a plus;

  • Knowledge of satellite technology, connectivity platforms and aircraft avionics;

  • Ability to represent the organisation in front of customers and at large or senior level audience

Reference: 860883001

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