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Aog ?aircraft On Ground? Customer Care Team Leader

Il y a 4 mois

Marseille, France AIRBUS HELICOPTERS SAS Temps plein

Airbus Helicopters SAS recrute:
Au sein de la division AH Support & Services, vous rejoindrez le Centre de soutien logistique et travaillerez dans l'équipe AOG en tant que responsable de l'équipe AOG Customer Care Communication.

La mission principale du département AOG est de remettre les avions des clients en vol lorsqu'ils sont confrontés à une panne inattendue, en utilisant soit une solution logistique (livraison de pièces détachées), soit une résolution technique.

Vous jouerez le rôle de chef d'équipe opérationnel avec pour objectif de fournir le service le plus efficace, le plus rapide et le plus compétitif pour soutenir les commandes AOG des clients.

Vous suivrez les processus et les directives du service client AOG et serez responsable de la performance.

Vous serez basé à Marignane Les Florides.

**Missions, tâches et responsabilités**:
Chef d'équipe:
Diriger les activités et l'organisation du service clientèle de l'AOG:
Travaillant en binôme avec le chef d'équipe des opérations AOG, vous agirez en tant que leader pour l'ensemble de l'activité AOG:
Activités quotidiennes:
Vous gérerez les relations avec les clients lorsqu'aucune solution n'est disponible sur le carreau et que cela nécessite un suivi étroit.

**Vos principales activités seront les suivantes**:
Afin de remplir cette mission, vous serez en étroite relation avec toutes les parties prenantes (clients, CLM, NLM, achats, experts techniques, entrepôt, transport, qualité, programmes).

**Compétences**Within AH Support & Services division, you will join the Logistics Support Centre and will work in the AOG team as an AOG Customer Care Communication Team Leader.

The key mission of the AOG Department is to return Customers aircraft back to the air when they face an unexpected failure, using either a logistic solution (delivery of spares) or a technical resolution.

You will play the role of an operational team leader with the target to provide the most efficient, fast and competitive service to support Customers' AOG orders.

You will follow AOG customer Care processes & guidelines with the accountability of the performance.

You will be based in Marignane Les Florides.

**Missions, tasks and responsibilities**:
Team Leader:
Lead the AOG Customer Care activities & organization:
Communication and regular status to customers

Planning alignment to ensure the business continuity

Team development on technical and personal skills

Support the AOG monthly performance reviews

Support processes and tools continuous improvements

Support Team development, well-being and mindset

Monitor the workload and its distribution within the AOG customer care team in close collaboration & coordination with AHD team

Working as a binome with the AOG Operations team leader you will together act as leaders for the whole AOG activity:
ensure the process compliance, continuous improvement,

perform team operational routines (priorities management / hand-over during team shift changes / on-duty support)

interface with all the AOG operational teams (within AH and Customer centers) on a regular basis and through routine overlaps

ensure regular and efficient coordination of critical AOG cases with AHF & AHD teams

support escalation of complex topics with key stakeholders, in relation with Head of Operation (Warehouse, Front office, Back offices, Technical support, PSO, etc.)

Daily activities:
You will manage the Customer relations when no solution is available on tile and which thus requires a close follow-up

**Your main activities will include**:
Communicate proactively to the Customers on their AOG open orders.

Work in close relation with AOG Operations to propose the latest valuable information to the Customers.

Master Communication level with the Customers

Prepare and participate to regular meetings with CLMs and Customers and providing status on their AOG open orders - dedicated status for Customers (Hypercare)

Weekly Dedicated status to specific customers, (not exhaustive examples: SAF, NHV, BPOL, ADAC, DRF,...)

Manage Customer feedbacks on AOGs

Manage ESM Critical Items allocation for AOGs

Manage dedicated transports for AOGs (operational, performance, finance)

Manage Customer Care Performance (dedicated Key Performance indicators)

In order to fulfill the mission you will be in a close connection with all stakeholders (Customers, CLM, NLM, Procurement, Technical experts, Warehouse, Transport, Quality, Programs).

**Competencies**

Team Spirit,

Strong collaborative player, excellent communication skills, able to motivate

Moderate & Positive mindset

Communication skills

Customer orientation

Knowledge of helicopters

Knowledge of Logistics tools as SAP, CRM SalesForce, Webtek, Tech data

General Knowledge of Helicopters

English advanced level

French advanced level

German would be a plus

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation