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Senior Customer Care Manager
4 months ago
About Oshkosh AeroTech, an Oshkosh company
Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more.
JOB SUMMARY
Provide leadership and management of the EMEA Field Service, Spare Parts, and Rebuild departments that provide industry leading product support while contributing to revenue growth. Manage and assist all customers with their service, parts, and rebuild requirements for JBT produced equipment within the region. Work directly with the Director of Global Customer Care and the EMEA Customer Care Sales Manager to develop, implement, and execute Customer Care strategies and goals for JBT’s EMEA region.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide direction, guidance, and leadership to the EMEA customer care organization including field service, spare parts, and equipment rebuild at (3) sales offices within EMEA. Ensure that EMEA customer care teams meet and exceed customer requirements and expectations. Develop and execute product support plans for GSE products including service and spare parts support. Grow sales of all Customer Care products and services. Coordinate sales efforts with Regional Sales teams to develop and close opportunities. Work with Customer Care engineering to develop and market specialty kits Work directly with customers to develop customized parts and service programs Facilitate training for EMEA customer care personnel on JBT GSE products, customer care offerings, operational systems, and customer service. Develops and implements annual department operating budgets for field service, spare parts, and equipment rebuild. Works in collaboration with the Regional Sales Director to ensure both Customer Care and Sales Teams are functioning as a single unit offer high level of support to customers in the region . Work closely with global managers to assure best business practices in communication and teamwork. Provide regular analysis and reporting of the customer care business, including performance to objectives, sales forecasts, customer satisfaction. Participates in engineering and technical development for all products Other projects and responsibilities may be added at the company’s discretion.JOB REQUIREMENTS AND QUALIFICATIONS
Education and Experience:
Bachelor’s degree in business or related subject. Experience of heavy equipment parts/service management with emphasis on customer service sales Relevant experience in managing a service organization. Strong managerial and leadership skills, and the ability to effectively manage and challenge staff to meet performance criteria. High customer service orientation. Experience in international sales and service is advantageous but not essential Strong presentation skills with ability to articulate financial and technical product benefits. Excellent written and spoken English is essential, the ability to articulate in other languages is desirable Familiar with the airline industry is not essential but would be adavntageous Flexible management style Responsible for budgeted revenues, costs and profitsSpecialized Knowledge, Equipment, and Applications:
Must have excellent oral and written communication skills, be organized and have the ability to effectively give presentations internally and to customers at all levels. Must be self-motivated, willing to travel, and prepared to work overtime as required. Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Computer Skills: This position requires knowledge of the following: Microsoft Word, PowerPoint, Excel, Outlook, and Access. Knowledge of Teamcenter and Syteline desired.