Customer Support Manager

4 weken geleden

Amsterdam, Noord-Holland, Nederland WFS PRO BV Voltijd
Job Description

As a Customer Support Manager at WFS PRO BV, you will be responsible for leading a team of Customer Support Representatives located in different facilities and countries. Your primary goal will be to ensure performance in accordance with service level towards the customer.

You will drive performance via operational management and continuous improvement, including performance reporting towards internal and external stakeholders. Your role will also involve representing your team in cross-departmental meetings and actively engaging with Operations, Programs, and Commercial stakeholders to maximize the operational performance of the Material Services business.

Fokker Services is an independent specialist built on more than a century of expertise supporting over 1,500 aircraft of major aircraft programs in all fleet segments. Their offerings include customized solutions for operators, MROs, manufacturers, lessors, or governments around the world in the business, commercial, and defense market.

Globally, Fokker Services operates from 5 locations with over 1,000 engineers, technicians, inspectors, and specialists. As a Customer Support Manager, you will be responsible for leading your team towards business goals, organizing, prioritizing, and planning their work. You will also ensure compliance with internal and external service levels, maximize revenue and gross margin within operational boundaries, and perform analysis to identify opportunities to improve OTD%, GM%, and quote success rate.

You will deliver performance reporting for both internal and external stakeholders, represent your team in cross-departmental meetings, and actively engage with Operations, Programs, and Commercial stakeholders to maximize performance. You will also be the first point of escalation for both internal and external stakeholders and support your team and external stakeholders in navigating and improving systems, policies, and processes.

Key Responsibilities:

  • Lead your team towards business goals
  • Organize, prioritize, and plan your team's work
  • Ensure compliance with internal and external service levels
  • Maximize revenue and gross margin within operational boundaries
  • Perform analysis to identify opportunities to improve OTD%, GM%, and quote success rate
  • Deliver performance reporting for both internal and external stakeholders
  • Represent your team in cross-departmental meetings
  • Actively engage with Operations, Programs, and Commercial stakeholders to maximize performance
  • Be the first point of escalation for both internal and external stakeholders
  • Support your team and external stakeholders in navigating and improving systems, policies, and processes

Requirements:

  • Excellent negotiator with a strong commercial background
  • Minimum 3 years of experience in managing cross-functional teams
  • Minimum 5 years of experience in a commercial role with a strong understanding of the aerospace market and component trading
  • Excellent communication and stakeholder management skills
  • Relevant technical experience and understanding of product portfolio
  • Excellent analytical skills and proficiency in using MS Excel and MS PowerPoint
  • Experience in continuous improvement projects and optimizations
  • Demonstrated knowledge of shop processes and work order execution processes
  • Demonstrated knowledge of Customer Support Processes
  • Ability to look for ways to add value beyond customers' immediate requests
  • Broad understanding of the aerospace market and component trading
  • Master of both Dutch and English language in oral and written communication

What We Offer:

  • Competitive salary matching your knowledge and experience
  • Flexible hours and hybrid working from home
  • 27-29 holiday days and 13 ADV leave days per year
  • Challenging international working environment
  • Company laptop and phone
  • Insider's look into the innovative world of aviation
  • Room for professional and personal growth
  • Fun colleagues

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