Manager Customer Support

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How you keep the engine running with us

You lead towards business goals; Organize, Prioritize and Plan your team’s work
You assume accountability for work delegated to team-members;
You will ensure compliance with internal and external service levels;
You maximize Revenue and Gross Margin within the operational boundaries set;
You will perform analysis to identify opportunities to improve OTD%, GM% and quote success rate and translate insights into concrete actions to ensure opportunities materialize;
You deliver performance reporting (KPI and PI) for both internal/external stakeholders;
You will represent your team in (cross) departmental meetings (Case Management, Customer Program Review);
You actively engage with Operations, Programs and Commercial-stakeholders to maximize Performance, which include using market intelligence tool and advanced analytics support.
You are the first point of escalation for both internal stakeholders (Sales, Program & Products Managers, MRO Operation), and external stakeholders (Customer and Suppliers);
You support your team and external stakeholders (customers/suppliers) in navigating and improving systems, policies, and processes;
You coordinate (new) account and contract implementations;
You act as back-up for you team-members when the workload demands it;
You strive for Continuous Improvement, act as a CI facilitator and encourage your team members to identify improvement initiatives within their work scope;
You will manage annual 100% completion of Performance Development Process Cycle for assigned Team;
You will lead by example in adhering to the organization’s export compliance and quality policies;
You will balance your presence at both locations in the Netherlands, to regularly be present physically with the teams;

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 (demonstrate commercial savviness);
You have excellent communication, stakeholder management skills
You are an excellent negotiator;
You have relevant (hands-on) technical experience and understanding product portfolio;
You have excellent analytical skills and are data driven and proficient in using MS Excel and MS PowerPoint;
You have experience in continuous improvement projects and optimizations;
You have demonstrated knowledge of shop processes and work order execution processes;
You have demonstrated knowledge of Customer Support Processes;
You have the ability to look for ways to add value beyond customers’ immediate requests and acts on them;
You have a broad understanding of the aerospace market and component trading within subject area;
IPMA-D (desirable);
Lean Six Sigma Greenbelt (desirable).
You master both the Dutch and English language in oral and written communication

Employee Quote

As one of the major independent players in the aerospace industry, we handle a diverse range of aircraft types. From commercial airliners to specialized military vehicles, each kind of vehicle finds its way to us, making our work both varied and challenging

Danny Vos
Aircraft Mechanic

Employee Quote

We consider diversity and inclusion incredibly important; we believe that everyone deserves a fair chance. As the saying goes, diversity is being invited to the party, inclusion is being asked to dance as well. This is what Fokker Services Group stands for

Didier Soesman
Talent Aquisition Consultant

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!

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:

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

Our recruiter will get in touch with you. Immediately providing the opportunity to make each other's acquaintance.

Initial on-site interview with your prospective manager and a team member

Now's the time to really get to know each other. We look forward to meeting you at our office where we can engage in an in-depth conversation with you.

Second on-site interview with your prospective manager

Time to get down to the business in hand. You and your prospective manager will delve deeper into the salient points relating to your possible new job and discuss any future ambitions.

Screening

ITAR screening is applicable for some positions. Should this be the case, you will be informed in due course.

Job offer

Yes please! If both parties are equally enthusiastic, an appropriate job offer will be forthcoming in fitting with the position and your level of skills.

Apply now