Our client a leading company in the aviation industry is seeking a Head of Customer Services & Key Account Management to join the diverse and dynamic team.
Position: Head of Customer Services & Key Account Management
Reporting To: Head of Customer Services EMEA
Location: Dublin
Responsibilities
- Lead the CSM team professionally and disciplinarily in an international environment. Lead, motivate and develop subordinate employees and carry out individual personnel measures in coordination with the HR department.
- Be responsible for and ensure cross-site customer management in the AMERICAS region for Mobile Engine Services events including account management for individual customers. Management of customer inquiries and individual contract conclusions.
- Optimize and ensure performance parameters (costs, quality and turnaround times) and commercial result of the Mobile Engine Services engine events. Initiate measures if necessary and ensure their implementation.
- Check cost calculation for engine repair events as part of the quotation and recalculation. Be responsible for and ensure invoice management (approval, complaints etc.).
- Be responsible for workload steering of the DUB Repair Station through product request selection and prioritization / coordination between Product Sales, customers and other Repair Stations.
- Ensure quality assurance and optimization of the entire Mobile Engine Services event process.
- Optimize interfaces to service providers with regional responsibility, especially to product sales.
- Special tasks. Participate in or lead projects.
Job Description
II. Requirements (education, knowledge, skills)
- Degree in engineering or business administration from a university or university of applied sciences
- 3-5 years of professional experience in customer service or equivalent
- Very good knowledge of economics and business administration
- Technical understanding and interest
- Good knowledge of internal processes in the field of engine maintenance and repair
- Fluent in English, German desirable
- Very good IT skills in MS Office
- Very good negotiation skills, assertiveness and very high persuasiveness
- Very high level of service readiness and customer orientation
- Confident and skillful appearance / contact behavior
- Very high ability to deal with conflicts
- Strong ability to lead, guide and motivate employees
- Very high organizational skills
- Very good analytical and conceptual skills
- Very high flexibility and resilience
- Quick comprehension, objective and sound judgement with strong decision-making power
- Very high sense of responsibility
- Strong initiative
- Readiness for assignments at home and abroad
- Successful completion of the company internal aptitude test (EEU)
Skills:
Advanced Negotiation and Analytical Skills, Technical and Economic Expertise Engine Maintenance, Leadership and Team Management in a Multinational Setting
