Netherlands Job Openings
Fokker Services Group
Manager Customer Support - Component Services
Hoofddorp
FULL TIME
November 5, 2024
- 1 year contract
- 40 hours a week
- 1 HBO+
- 40 Vacation/ADV days per year
How you keep the engine running with us
As our Customer Support Manager, you are responsible for the daily management of our customer support department covering various locations and programs. You will assume accountability for work delegated to your team-members to ensure performance in accordance with service levels towards the customer. You drive performance (OTD%, GM%, Quote hit rate) via operational management and continuous improvement, including performance reporting towards internal and external stakeholders. You will represent your team in (cross) departmental meetings/events and actively engage with Operations, Programs and Commercial stakeholders to maximize the operational performance of the Component Services business.
You will be an active member of the Component Services team at Hoofddorp and Schiphol. You will report to the Head of Programs. You will manage a team of approximately 15 Customer Support Representatives whilst having a full knowledge of the ERP and sales process in order to drive process improvement and/or back up some of your team members. You will work closely with the team of Program Managers, Product Managers, as well as the Head of Production and Supply Chain Leads.
Lead towards business goals by organizing, prioritizing, and planning the team’s work while taking accountability for delegated tasks to ensure performance and results. Represent the voice of the customer to drive satisfaction and build strong relationships, maximizing revenue and gross margin within operational boundaries. Perform analyses to identify opportunities for improving OTD%, GM%, and quote success rates, translating insights into concrete actions. Deliver performance reports (KPI and PI) for both internal and external stakeholders and represent the team in cross-departmental meetings such as Case Management and Customer Program Reviews. Actively engage with Operations, Programs, and Commercial stakeholders to enhance performance using market intelligence tools and product analytics. Serve as the first point of escalation for internal stakeholders like Sales, Program & Product Managers, MRO Operations, and external stakeholders, including customers and suppliers.
Support team members and external stakeholders by navigating and improving systems, policies, and processes, while coordinating new account and contract implementations. Act as a backup for team members when workload demands it and promote continuous improvement by facilitating CI initiatives and encouraging the team to identify and implement improvements. Ensure the annual completion of the Performance Development Process Cycle for the assigned team and lead by example in adhering to the organization’s export compliance and quality policies. Maintain a balanced presence at both locations in the Netherlands to regularly engage with the teams in person.
You will be an active member of the Component Services team at Hoofddorp and Schiphol. You will report to the Head of Programs. You will manage a team of approximately 15 Customer Support Representatives whilst having a full knowledge of the ERP and sales process in order to drive process improvement and/or back up some of your team members. You will work closely with the team of Program Managers, Product Managers, as well as the Head of Production and Supply Chain Leads.
Lead towards business goals by organizing, prioritizing, and planning the team’s work while taking accountability for delegated tasks to ensure performance and results. Represent the voice of the customer to drive satisfaction and build strong relationships, maximizing revenue and gross margin within operational boundaries. Perform analyses to identify opportunities for improving OTD%, GM%, and quote success rates, translating insights into concrete actions. Deliver performance reports (KPI and PI) for both internal and external stakeholders and represent the team in cross-departmental meetings such as Case Management and Customer Program Reviews. Actively engage with Operations, Programs, and Commercial stakeholders to enhance performance using market intelligence tools and product analytics. Serve as the first point of escalation for internal stakeholders like Sales, Program & Product Managers, MRO Operations, and external stakeholders, including customers and suppliers.
Support team members and external stakeholders by navigating and improving systems, policies, and processes, while coordinating new account and contract implementations. Act as a backup for team members when workload demands it and promote continuous improvement by facilitating CI initiatives and encouraging the team to identify and implement improvements. Ensure the annual completion of the Performance Development Process Cycle for the assigned team and lead by example in adhering to the organization’s export compliance and quality policies. Maintain a balanced presence at both locations in the Netherlands to regularly engage with the teams in person.
How you are valuable to us
- An HBO degree, or equivalent, in a technical/commercial discipline;
- A minimum of 3 years relevant work experience in managing (cross functional) teams;
- A minimum of 5 years relevant work experience within a commercial role (demonstrated commercial savviness);
- You have excellent communication and stakeholder management skills;
- You are an excellent negotiator;
- You have relevant (hands-on) technical experience to be a trusted advisor to our customers;
- You have excellent analytical skills and are data driven and proficient in using MS Excel, Power Point and Power BI.
- You have experience in continuous improvement projects and optimizations;
- You have demonstrated knowledge of Customer Support Processes;
- You have a broad understanding of the aerospace market and component business within subject area;
- Lean Six Sigma Greenbelt (desirable).
- You master both the Dutch and English language in oral and written communication
Where you will be working
A company with over a hundred years of experience, innovation, knowledge and expertise coursing through our veins. Our cross-departmental approach and tailor-made solutions are making their mark on the future of aerospace innovation. With our welcoming and friendly culture, we are more than just colleagues. We are a team of friends committed to both fun and development in the workplace. This enthusiasm and ongoing performance development ensures that our employees commit to Fokker Services Group for the long-term.
We are pioneers and we are dauntless. It's no coincidence that we're a global player in the field of aircraft maintenance and advancement. Together with our keen and initiative-taking colleagues, we work on the most innovative and advanced solutions aiming at creating a more sustainable and optimal aerospace sector. We continue to push the boundaries of possibility. And that's how we make sure we keep aircraft where they belong: in the air!
We are pioneers and we are dauntless. It's no coincidence that we're a global player in the field of aircraft maintenance and advancement. Together with our keen and initiative-taking colleagues, we work on the most innovative and advanced solutions aiming at creating a more sustainable and optimal aerospace sector. We continue to push the boundaries of possibility. And that's how we make sure we keep aircraft where they belong: in the air!
The Team
Working at Fokker Services Group gives you the opportunity to work in a dynamic and entrepreneurial environment, with innovative thinking and cooperation with a no-nonsense culture as the core. You will be guided by professional and resolute colleagues, which will give you the knowledge and experience to further boost your career.
We also offer you:
We also offer you:
- A competitive salary matching your knowledge and experience
- Flexible hours
- When working fulltime (40 hours), you have 27-29 holiday days and 13 ADV leave days per year
- A challenging international working environment
- An insider’s look into the innovative world of aviation
- A lot of room for professional and personal growth
- Fun colleagues (trust us, we are not biased)
Ready for take-off?
How we fly through your application- The telephone interview
- Initial on-site interview with your prospective manager and a team member
- Second on-site interview with your prospective manager
- Screening
- Job offer
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