Customer Support Manager Lead

3 weken geleden


Hoofddorp, Noord-Holland, Nederland Fokker Services Group Voltijd
About Fokker Services Group

We are a pioneer in the field of aircraft maintenance and advancement, committed to creating a more sustainable and optimal aerospace sector. Our dynamic and entrepreneurial environment fosters innovative thinking and cooperation with a no-nonsense culture.

Salary and Benefits

A competitive salary matching your knowledge and experience is offered, along with flexible hours, 27-29 holiday days, and 13 ADV leave days per year. You will also enjoy a challenging international working environment, an insider's look into the innovative world of aviation, and ample room for professional and personal growth.

Job Description

The Customer Support Manager Lead is responsible for the daily management of our customer support department, covering various locations and programs. This role assumes accountability for work delegated to team-members, ensuring performance in accordance with service levels towards the customer. The successful candidate will drive performance via operational management and continuous improvement, including performance reporting towards internal and external stakeholders.

The Customer Support Manager Lead represents the team in cross-departmental meetings and actively engages with Operations, Programs, and Commercial stakeholders to maximize operational performance. They will manage a team of approximately 15 Customer Support Representatives, having full knowledge of the ERP and sales process to drive process improvement and back up team members as needed.

This role requires excellent communication and stakeholder management skills, as well as the ability to analyze data and make informed decisions. A minimum of 5 years relevant work experience within a commercial role is required, with a strong understanding of customer support processes and the aerospace market. A degree in a technical or commercial discipline is preferred.

Responsibilities

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