24/7 Front Desk - Retrofit Solution Engineering manager (F/M) - Toulouse

Job summary

We are developing a unique front desk for the Maintennace & retrofit perimeter. We want to reinforce our capacity to answer the customers queries by improving our time coverage, our quality performance and finally our on-time deliveries.  

Responsibilities

• Dispatch to the right department, Answer to the internal & External Customer queries, Launch RDAF when necessary (initial or extension), to meet the Customer satisfaction, Quality and On -time delivery performances.
• Monitor subcontracting performance of answer to customer queries (OTD, RFT, Subcontractor autonomy,...) for upgrade and standard Service Bulletins,
• Lead interface meetings with main stakeholders (Customer Care Center, Tech Data, field rep network, airworthiness team,...) to ensure an appropriate handover to support Customers.
• Escalate any blocked query/risk to the organization to ensure a timely response to the customer
• Be the referent for any question related to queries specificities (e.g. TRM tool, RDAF,...)
• Ensure a good communication and provide technical expertise to the FrontDesk officer located in the other Airbus sites (such as Beijing, in Europe and Mobile)
• Manage monthly Quality Review Meeting with the subcontractor,
• Seek for continuous improvement to restore and/or maintain performance
• By checking the answer, ensure coordination with Quality department to define action plan to improve quality of queries answers
• Ensure trainings and awareness are organized within the Retrofit Solutions teams
• Assess and provide the required resource, budget, make or by strategy  to meet the Customer Front Desk ambition. Input for yearly OP exercise.

Description de l'emploi