Maintenance & Retrofit Customer Support

Job Description:

Accountabilities

The job holder is responsible for:

• Developing, selling, and delivering value-adding scheduled maintenance services to customers, strengthening the regional footprint, and maximizing customer portfolio value.

• Providing first-line proximity support to Chinese customers on Service Bulletin (SB) related hot topics and technical issues, efficiently addressing concerns to enhance customer satisfaction.

• Driving regular communication on scheduled maintenance and the evolution of Airbus SBs, gathering customer feedback to ensure continuous product and service improvement.

Dimensions

• 28 Airlines + 2000 plus aircraft

• 10+ customer visits or meetings/year

Main activities

• Manage a portfolio of customers for the delivery of scheduled maintenance services on cost, on time, and on quality.

• Ensure airline maintenance programmes and planning deliverables are executed in accordance with customer expectations.

• Investigate and escalate urgent and hot topics regarding service bulletins (both upgrade and standard).

• Perform on-site assistance for maintenance programmes, planning evaluation, and other operational services.

• Improve Customer satisfaction and ensure active follow up of each customer by various communication means (teleconferences, webex, emails and meetings).

• Promote new SB-related businesses or projects to customers.

Outputs

• The delivery of scheduled maintenance services.

• Regular customer visits, and comprehensive meeting reports.

• Customer satisfaction in CSIP.

Inputs

• Educated to a 5 years’ degree level (or equivalent) in engineering or a related discipline

• Experience in working in an airline / MRO, in the field of Maintenance and Engineering

• Knowledge of EASA Part-M regulation & good general technical knowledge of aircraft, their maintenance & their operations

• Experience of working across multiple functions and cultures

• Excellent negotiation, influencing and persuasion skills

• Assertive, with good interpersonal and communication skills

• Advanced level in English, other languages a plus

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 (Beijing) Engineering Centre Company Limited

Employment Type: Fixed term

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Experience Level: Professional

Job Family: Customer Eng.&Technical Support&Services

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