Head of A220 Heavy Maintenance

Head of A220 Heavy Maintenance

Requirements

• Bachelor’s degree in Business Administration, Supply Chain, Logistics or Production or a combination of education and experience
• 6-9 years experience in Customer Service
• 5+ years of Management experience is an advantage
• Customer service experience within a similar sized organization

Responsibilities

• Ensure successful collaboration towards the A220 multifunctional team towards completing maintenance events on time
• Manage the department’s staffing needs in connection with staff holidays, flex time and working hours
• Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling
• Create a safe and trustful environment with focus on a speak up culture and constructive feedback
• Participate in external top/key customer meetings/escalations
• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
• Regularly one-on-one meetings with all staff
• Make decisions to ensure on-time material delivery to meet customer expectations
• Administer and manage onboarding of new employees and upskilling of existing employees based on processes in Symbio
• Conduct employee development talks and plans
• Spot talents and guide them towards the desired career path
• Implement and maintain LEAN in department
• Keep own employees informed about Satair business and objectives
• Have regular departmental meetings with documented notes
• Prioritize own tasks and the tasks of the department
• Implement collaborative efforts between ASO departments, Commercial & other relevant stakeholders where necessary
• Optimize Satair business procedures through Satair’s IT systems
• Measure, develop process/efficiency improvements and track operational performance based on KPI analysis
• 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
• Establish and ensure reporting of agreed KPIs both internally and externally
• Participate in and prepare employees for Audits
• Manage and coordinate participation in system testing and relevant projects
• Ensure implementation, update and adherence regarding SOPs
• Manage customer allocations based on workflow analysis and customer segmentation
• Ensure On time delivery (Sales Order Handling OTD) performance
• Ensure continuous improvement of customer satisfaction (CSIP)
• Ensure Open Order Book Health
• Ensure First Qualified Response Time
• Ensure Ticket Resolution Time
• Ensure Overdue Deliveries Performance Levels
• Ensure Quality of Responses (customer feedback)
• Achievement of individual goals and objectives
• Claim Handling
• Ongoing work to achieve other department and company KPI’s

Preferred Qualifications

• 5+ years experience working in the aviation industry
• Shipping and/or aviation knowledge is an advantage