JOB SUMMARY

Facilitate the incorporation of our comprehensive customer focused plan within the Customer Performance Center (CPC) to maximize responsiveness with respect to in-service performance for connectivity airline customers. Responsible for contract delivery of committed service levels and ensuring accurate reporting for Customer Service Level Agreements (SLAs). Implement strategies for improving customer satisfaction and maximizing profitability. Coordinate and facilitate activities across multiple enterprise-wide functions (CPC, engineering, sales, program management, and operations) to communicate and ensure customer satisfaction, profitability, and system performance. Serve as the focal point to ensure Customer satisfaction across all areas of in-service performance and responsiveness.

MAJOR RESPONSIBILITIES.Description

• Customer Performance
  • Implement customer performance strategy including plans and actions to improve communication and responsiveness.
  • • Set direction for meeting customer performance SLA requirements.
  • Follow processes for managing customer issues.
  • Communicate and manage status of issue resolution both internally and externally.
• Process
  • Responsible for reduction/elimination of customer performance related penalties.
  • Establish and responsible for hitting SLA performance targets for those airline customers assigned.
  • Drive cross-department and functional improvement.
  • Provide monthly reports for SLA adherence to customer account management teams in accordance with contractual requirements.
• Organization
  • Coordinate across multiple functions (CPC, engineering, sales and operations) to ensure responsiveness to in-service issues.
  • Operates globally with assigned region supporting customer teams.
  • Serves as the focal point for customer performance for assigned region.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelors or Equivalent University Degree in Business or technical degree in related field preferred
• 5+ years experience in customer service or account service role in IFEC, avionics or commercial aircraft cabin system industry.
• 1+ years leading cross-functional teams

KNOWLEDGE/SKILL REQUIREMENTS

• Comprehensive knowledge of connectivity systems. Firm grasp of dependencies, and issues associated with all connectivity systems.
• Familiar with the overall airlines and aviation spanets.
• Solid experience in dealing with airlines, especially having a good rapport and network with the major airlines (i.e. with ready contacts within the major airlines’ procurement, engineering, spaneting/product and/or relevant departments) will be an added bonus
• Proven track record in managing business strategies/plans for delivery of systems.
• Excellent command of written and spoken English.
• Excellent written and verbal communication skills as well as persuasion and presentation skills.
• Ability to drive cross-departmental and functional improvement.
• Proven leadership of teams.
• Proven ability to set business direction.
• Proven successful and seasoned management over multiple customer programs
• Comprehensive understanding of customer issues.
• Experience in successful team building and motivation; strong leadership skills.
• Possesses highly advanced analytical capabilities.
• Expert ability to organize and implement department objectives.
• Proven experience with problem-solving, decision-making, and multi-tasking to response to inquiries or complaints from customers in a professional and timely manner.
• Seasoned ability to develop and maintain excellent working relationship with customers and internal company departments in order to effectively address customer needs.

OTHER REQUIREMENTS

REQ-152009