Customer Focus Team Officer

Purpose

To support the proper functioning of the Customer Focus Team, responsible for the overall value stream relationship of assigned customers/inputs and the smooth and efficient delivery of all Airframe and component services from selling/contracting through fulfillment: ensuring delivery of the services at the service levels contracted, owning / managing the total customer service relationship and managing/monitoring internal Etihad Engineering key performance measures (financial and operational).

Accountabilities

• Act as part of the Customer Focus Team (Tier1 Third Party) to deliver key objectives involving but not limited to Customer Satisfaction and Contract performance management and profitability optimization.
• Ensure technical queries generated by Customers related to Etihad Engineering’s work performance in line with the signed Maintenance Agreements are being handled and coordinated properly.
• Develop reliable, trustworthy long-term relationships with customers and always represent Etihad’s interests to maximise external revenue production.
• Interact with the required internal and external stakeholders to develop the best input outcome for both parties and with no impact to EY.
• Provide customer with technical and administrative assistance, to achieve contractual and procedural obligations.
• Provide analytic data and market intelligence to identify new customer opportunities
• Maintain full understanding of all contract obligations to develop a comprehensive Customer Account reporting status report to ensure group alignment.
• Ensure there are no long outstanding queries, disputes or warranty issues to maintain positive customer relations and maximise return of customers.
• Support efforts to best position EY Engineering in its targeted market and secure revenue contracts. 
• Work with the other departments within TS and the wider business to ensure that accurate information relating to customer inputs is readily available and understood
• Monitor the key customer accounts and identify opportunities to increase revenues
• Support continuous improvement initiatives developing best practice standard work processes, and improve contract metrics (reduced maintenance cost, increased profitability, performance levels or lower cost-of-poor-quality [COPQ] etc.) to differentiate from competitor and drive efficiency to increase profitability.

Education & Experience

Educated to diploma level in a business related discipline.

Experience:

• At least two years’ experience been gained in the MRO industry (Airline, Aftermarket or Original Equipment Manufacturer [OEM]).
• Front line customer focus experience within a high performing technical sales function is preferred.

Training & Knowledge:

• A high level of computer literacy, experience with Microsoft Teams and Salesforce and attention to detail are required.
• Strong negotiation skills are required
• A proven ability to adapt to and operate in a high pressure team environment.
• Strong interpersonal skills; able to effectively communicate (verbally, in writing and by presentation) with all levels of the organization including SLT.
• High standards of work ethics and a customer focused approach.
• Solid business acumen with strong analytical thinking and forward planning.
• Highly self-motivated and committed; very focused on results and striving in a team environment who can be a change agent.
• Strong technical and project management experience.
• Fluent in spoken and written English