Satair - Repair & Warranty Specialist

Job Description:

This job is based in Satair, if you want to know more about our business, please click here to find out more.

Job Objectives

Administer repair/lease/exchange orders, warranty claims and handle retrofit activities in accordance with Satair’s objectives and strategies ensuring that our products and services are delivered on time, quality and cost for highest customers’ satisfaction.

Geographical scope: Asia Pacific

Job Responsibilities

Act as the central point of contact for vendor parts repair, lease, exchange and warranty as well as for commercial questions of Satair’s customers

Hear customer voice and ensure high customer satisfaction (CSIP) for own customer accounts by providing industry leading timely and qualified responses to all customer related requests for repair related services

Manage customers’ repair/lease/exchange orders and warranty claims while closely monitoring that the suppliers conform to contractually agreed obligations based on key performance indicators (KPIs)

Issue repair and warranty orders to approved suppliers / repair stations

Ensure internal/external customers are updated on status of repair/lease/exchange orders & warranty claims

Ensure the repair order process for vendor parts runs smoothly

Analyse, assess and define service solutions (repair/ lease / exchange) for customers - in particular the timely/time-optimized solution delivery in the event of delivery difficulties

Evaluate and assess customer-specific problems / complaints as well as coordination of the developed delivery solutions with Satair’s internal departments and external interfaces

Maintenance of customer records

Identify bottlenecks or inefficiencies in the repair order lifecycle and champion continuous improvement initiatives to optimize processes and reduce turnaround times (TAT)

Leverage supply chain and order data from SAP to proactively manage workflows, forecast potential delays, and make evidence-based decisions

Supplier Relationship

Initiate follow-up sessions/call with suppliers to ensure contractual SPTs/TATs are met and processes are aligned

Initiate and follow up on actions ensuring improvement plans are met

Identify, initiate or offer suggestions to improve efficiency internally and with suppliers

In agreement with Head Of ASOMRS, participate in and plan external and internal visits with suppliers and customers

Keep Head Of ASOMRS, relevant Product Manager and Process Specialist informed of changes in supplier performance

Monitor and report on political and other conditions in the market place of importance to Satair’s competitiveness, including competitors’ behaviour and activities

Job Requirements

Diploma/Degree in Aeronautics / Aeronautical Engineering or equivalent

Minimum 3-5 years working experience in Customer Order Management or Supply Chain or similar (good understanding of After Sales Supply Chain)

Good knowledge of repair management

Working knowledge of SAP

Good analytical and numeracy skills & critical thinking; Detail-oriented

PC literacy, including word processing, spreadsheets and database use

Good business acumen

Knowledge of Customer Business & Operations, Customer expectations & needs

Knowledge of Export Control Basics

IT affinity to support the digitalization of manual processes

Shipping and/or aviation knowledge is an advantage

Strong analytical skills with a data-driven approach to decision-making; ability to translate operational metrics into meaningful business improvements

Stakeholder management across functions; Highly collaborative team player

Customer & Service minded

Strong intercultural understanding

Demonstrated continuous improvement mindset with a proactive approach to problem-solving

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Satair Pte Ltd

Contract Type:

Permanent

Experience Level:

Professional

Job Family:

Material Support & services

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