Senior Service Representative

What you will be doing:

• Develop a close working relationship with the customer at all levels to facilitate communication of key business messages to the customer and collection of customer data.
• Act as the customers advocate within our organisation and ensure that the voice of the customer is heard, raising customer concerns and needs in a timely manner.
• Provide 24/7 support to customers, promoting timely resolution of issues by communicating through the appropriate IT systems and channels.
• Support any major or minor event investigation and support the airline in the event of operational disruption (AOG, IFSD, ATB, DIV) providing timely technical and parts supply assistance.
• Provide product technical advice/guidance on operation, maintenance, configuration, and troubleshooting.
• Identify potential issues with products & services to enable them to be proactively managed.
• Provide customer business forecast inputs, fleet plans and shop visit plans.
• Report engine events and maintain engine configuration and engine standard in executive systems.
• Be able to represent our position to a customer and uphold that position in challenging circumstances.

Position qualifications:

• This role demands a high degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver.
• Candidates will ideally possess a thorough knowledge of the civil aviation industry and a good understanding of our products and service contracts.
• Have experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline or hold/have held an Aircraft Maintenance License.
• Have a good understanding of our strategy and business objectives.
• Have a technical and/or services background and experience of working with gas turbines, their operation and functionality, plus familiarity with airline maintenance practices and regulations.
• Be customer focused.
• Be IT literate, Power BI, VBA, and DAX skills are considered advantageous.
• Be a clear, concise communicator.
• Be well organised with a proven ability to plan and prioritise to achieve on-time delivery.
• Good business acumen and ability to deal with ambiguity in a changing fast paced environment.
• Be culturally aware.
• Working Cantonese language proficiency is considered advantageous.

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future.

Required Citizenship / Work Permit / Visa Status
any candidate with a valid work permit