Head of Repair, lease & exchange order management

Job Description

This job is based in Satair. Responsible for all Parts & Tools Repair services (7 different business lines) representing two business entities (Airbus SAS and Satair Pte Ltd). This position leads the performance and development of the Parts & Tools Repair Services team, managing all related tasks within the scope of delegated responsibilities.

Job Responsibility

Geographical scope: Asia Pacific & China
Oversee a team that acts in direct exchange with external customers (airlines, MRO), internal stakeholders (Customer Support Directors, Field Service Managers, Account Directors, Credit Management, etc.), internal and external repair stations and manages, the delivery of products and services for 7 different & individual business lines
Manage the order book proactively and implement ideas and initiatives to improve the operational key figures repair turnaround time (TAT) performance and reliability as part of continuous improvement
Design and promote a sustainable development of the team within the framework of global change processes such as projects or market conditions
The job holder forms the interface to those directly involved in the process at the escalation level, such as customers, suppliers, service management, tools engineering, repair network management and is responsible for solving or prioritizing process-related problems
The job holder is responsible for ensuring the relevant process steps along the various business lines. This includes the prioritization of tasks and the allocation of work priorities to individual team members on a daily basis.
The job holder makes an active contribution to CSIP (Customer Service Improvement Program) within the framework of business reviews with customers
Respond to all RFP / RFQ in line with agreed processes & formats
Undertake customer & repair station visits as required
Undertake key customer business reviews identifying service quality / satisfaction & new business opportunities
Manage customer “formal” contact regarding price increases & Regulatory information
Propose new service opportunities to Senior management
Attend monthly Management Review Meeting making a full contribution to the operational management of the company
Work with Service Management to identify and develop additional tooling / GSE and repair opportunities
Actively manage the creation and implementation of regional business plans specific to the various business lines
The job holder is responsible for departmental staffing, organization structure, and the performance and development of direct reports
Implement collaborative efforts between Customer Resolution Services, Supply Chain, Sales team & other relevant departments where necessary
Ensure functional effectiveness in order to meet defined KPIs
Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development, on-board and train newcomers
Manage and control both manpower and workflow activities to achieve the given service level, customer communication reactivity and quality targets whilst meeting the appropriate budget targets.
Continuous lean management for cost and efficiency improvements.
Ensure necessary competence level of personnel by executing training, on the job instructions and evaluation and examination/testing in coordination with HR
Ensure coordination with Product Management on production levels and Shop Processing Time (SPT) of OEMs to meet commitments to customers
Ensure reporting of agreed KPIs for the department
Measure supplier and repair vendors performance against contracted KPIs
Support HO Repair & Production in meeting the strategic objectives
Support Managing Director, Account Directors, Product & Repair Service Managers in maintaining and winning new business
Run campaigns/events focused on suppliers/customers

Requirements

Bachelors in Business Administration or similar/equivalent
Prior experience in people management
Knowledge about the product management discipline
Strong knowledge about the repair activities/services and market requirements (customers & suppliers)
Knowledge of relevant air worthiness and regulatory agencies requirements
Knowledge of Export Control Basics
Knowledge of civil aviation requirements / rules and Airbus documentation
Minimum 10 years working experience with airline and/or MRO operations
Customer Service and Supply Chain experience

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Head of Repair, lease & exchange order management - asia pacific

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