Customer Service Manager

2 days ago

Johannesburg Metropolitan Area, South Africa Embraer Full time R1 200 000 - R2 400 000 per year

Embraer Services & Support - Commercial Aviation

For our Middle East and Africa office, we are currently seeking to recruit a Customer Services Manager for the Commercial Aviation Customer Relationship Management team, to act as the primary interface for the Airlines and Embraer Services & Support, to drumbeat all Business Unit activities whilst ensuring a single voice per customer to ensure customer satisfaction.

Customer Services Manager

Customer satisfaction is maintained by sustaining aircrafts availability in safe and customized conditions within the defined economic conditions, and by managing the relationship with the customer on technical and commercial issues. To support Embraer continuous improvement by providing product and market feedback to the Embraer organization.

Main Tasks & Responsibilities:

  • Ensures the support for the region is appropriately prioritized and adequate to each customer and the goal is to forge processes, strategies and relationships that will influence on the correct deployment of Embraer's resources and result in the highest level of service and customer satisfaction.
  • Oversees day-to-day support activities, including preparation for entry into service of new customers / aircraft models, and coordinate actions with field support, other Embraer departments and local service providers including Embraer authorized aircraft maintenance service centers.
  • Develops trustworthy and ethical relationships with customers and service providers, by creating a level of support with focus on high management level, aircraft owners and close representatives.
  • Is responsible to drive, define and implement the Customer Services & Support strategies in the region.
  • Maintains active communication with Regional Aircraft Sales Directors in the region and assists in sales campaigns as required.
  • Reports customer trends and captures market trends and other relevant information about the region.
  • Actively participate in regional customer conferences and exhibitions.
  • Able to address issues of mutual interest with Embraer's approved risk sharing partners and Vendors/Suppliers

Profile of the Suitable Candidate:

  • Engineering or Business management degree or equivalent.
  • Has knowledge of aviation and preferably knowledge of Embraer products and their components, has a balance between technical and commercial subjects, is able to use technical publications and documents.
  • Superior communication and presentation skills and ability to successfully liaise at all levels of the organization as well as with external parties.
  • Able to work in a dynamic, deadline driven environment with many complexities.
  • Flexible, sense of urgency and customer focused are key character attributes to be successful in this role;
  • Process oriented and driven to the continuous improvement of activities.
  • Analytical and detail oriented, keeping up with legislative changes affecting the assigned client portfolio.
  • Able to coordinate complex projects with global stakeholders.
  • Identify, evaluate, mitigate and manage risk and relevant stakeholder expectations.
  • Available to travel at short notice and to conduct international missions.
  • Fluent English, both written and spoken, is a must. Other languages would be of advantage.

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