Satair - Repair Lead

Job Objectives

The Repair Lead holds accountability for a product’s operational performance and ensures the highest level of customer satisfaction. This includes the mandate to drive action and reporting from all contributing departments.
 

Job Responsibilities

• Lead continuous improvement discussions and projects, initiating suggestions to enhance efficiency both internally and with suppliers

• Evaluate customer-specific problems and complaints, coordinating developed delivery solutions across Satair’s internal departments and external interfaces

• Analyze, assess and define optimal service solutions (repair, lease or exchange) for customers, focusing on time-optimized delivery, especially during delivery difficulties

• Manage and utilize key performance indicators (KPIs) on behalf of the SPOC group to oversee material order activity and produce detailed activity reports for customers, account teams and management

• Contribute to a high-performing team by actively participating in and supporting Order Management Team activities

• Provide World-Class Customer Support by ensuring timely and qualified responses to all service requests, driving high Customer Satisfaction (CSIP)

• Act as the Single Point Of Contact (SPOC) for an assigned customer portfolio, handling all inquiries related to repair, lease, exchange, warranty and commercial questions

• Issue and manage all repair and warranty orders to approved suppliers/repair stations

• Proactively Update internal and external customers on the status of all orders and claims

• Oversee tailored OEM Programs (Repair, Exchange, Warranty, etc.) to strengthen integration with key partners

• Support Product Management, Service Management and/or Business Development teams on projects related to developing future customer product needs

• Manage cross-functional interfaces with key stakeholders, including the repair and tool service management teams, Product Managers, Satair channel AOG, Supply Management, Customer resolution Services, Account Directors, Quality, and Finance

• Maintain accurate Customer Records within relevant systems

• Independently make decisions to ensure on-time material delivery meets customer expectations

• Identify, initiate, and drive first-level escalations when material needs are not met, coordinating with respective operational functions until resolution

Secondary Responsibilities

• Drive Continuous Improvement by working closely with the Process Specialist to identify, define, document, measure, and improve processes in line with Shape & Lean standards and actively support the implementation of these improvements

• Performance Measurement & Reporting: Develop and manage Operational Performance Measurement (KPIs). Ensure the accuracy and transparency of operational reports from stakeholders, and launch initiatives to make monitoring processes leaner (data/tools)

• Participate in, organize and conduct regular account meetings with customers, suppliers, internal stakeholders (Account Directors, Product Managers etc) to share information and maintain a global view on your customers’ activity when necessary and agreed with the manager

• Participate in periodic functional and cross-functional activities (eg.. projects, meetings) as agreed with the manager

• Contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance

• Act as a deputy for the Head of Repair, Lease & Exchange Order Management in all operational tasks and report back accordingly

Job Requirements