FHS Customer Operations Manager

Job Description:

Airbus Flight Hours Services (FHS) is providing a Component exchange program for maintenance purposes to Airlines. 

The Jobholder is responsible for managing the Entry Into Service (where applicable) and subsequent daily operational performance (Cost, Quality and Lead-time) of one or more FHS contracts provided to Airbus Customers.

• Oversight of all the operational management activities related to the FHS Component contracts (Order processing, backlog of open orders, delivery of parts, good receipt confirmation by customers, installation & removal of parts by customers, return of core units, planned demand management, retrofit campaigns…) in accordance with the contractual targets

• Monitoring of the delivery performance (including collection of data and production of KPI)

• Daily communication & relationship management with customers

• Crisis management

• Definition of improvement plans and the monitoring of their implementation / effectiveness

The Jobholder will work in a widely international environment, with colleagues in Europe (mainly Toulouse, France), Asia (mainly Kuala Lumpur, Malaysia & Hong Kong, China) and USA (Miami) and a large number of service providers.

The jobholder, a member of the Flight Hour Services (FHS) organization,  to be based in Hanoi, reports functionally to the Head of FHS Customer Operations (SMROC) based in Toulouse and operationally to the Head of FHS Hong Kong Region based in Hong Kong.

Job Requirements:

• A university degree in engineering, quality or program/business management, purchasing or aerospace or an equivalent combination of education.

• Minimum three (3) years of experience in the aviation or supply chain industry.

• Demonstrated ability to work effectively in a multi-lingual, multi-cultural environment.

• Good experience/knowledge in airline operations and/or Flight Hour Services activities

• Fluent in English (spoken & written), another language such as French or Vietnamese would be a plus

• Demonstrated effective communications skills and the ability to manage communications and sometimes conflict with customers or between different functions/departments with disparate missions and gain agreement on a path forward.

• Good ability to organize his/her time and manage priorities; ability to work with short deadlines

• Ability to work in autonomy, in a changing environment

• Team spirit with the ability to demonstrate exceptional communication and interpersonal skills in a multicultural environment

• Be a team member having strong and respectful connection with teams in Hong Kong Region (Hong Kong, Hanoi & Bangkok) and various places in the World

• Ability to effectively coordinate the work of others with different technical skills and experiences

• Ability to lead problem definition using a matrix organization and without direct management authority by leveraging communication, interpersonal skills

• Customer Focus and management of customer expectations

• Ability to work with several IT tools, including Maintenance Information Systems (MIS), spreadsheet and Google apps

• Quality minded, quick learner with good negotiation skills

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 Vietnam LLC

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Account and Service Management

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