Head of A220 Heavy Maintenance

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Job Description:

Job Summary:  

As the Head Of A220 Heavy Maintenance you will provide support towards the A220 Maintenance activities to ensure an efficient return to service for the customer's aircraft. Additionally you will  provide departmental wide availability and timely delivery of customer order support related activities while ensuring operations are measured and processes adapted to meet targets. In this role you will also balance daily workload in the department while contributing to greater efficiency related to this position and a standardized global A220 Heavy Maintenance operations.

Primary Responsibilities:  

• Ensure successful collaboration towards the A220 multifunctional team towards completing maintenance events on time.   

• Manage the department’s staffing needs in connection with staff holidays, flex time and working hours

• Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling

• Create a safe and trustful environment with focus on a speak up culture and constructive feedback. 

• Participate in external top/key customer meetings/escalations

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

• Regularly one-on-one meetings with all staff

• Make decisions to ensure on-time material delivery to meet customer expectations

• Administer and manage onboarding of new employees and upskilling of existing employees based on processes in Symbio

• Conduct employee development talks and plans. 

• Spot talents and guide them towards the desired career path

• Implement and maintain LEAN in department

• Keep own employees informed about Satair business and objectives

• Have regular departmental meetings with documented notes

• Prioritize own tasks and the tasks of the department

• Implement collaborative efforts between ASO departments, Commercial & other relevant stakeholders where necessary

• Optimize Satair business procedures through Satair’s IT systems

• Measure, develop process/efficiency improvements and track operational performance based on KPI analysis

• Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development; on-board and train newcomers

• Establish and ensure reporting of agreed KPIs both internally and externally

• Participate in and prepare employees for Audits

• Manage and coordinate participation in system testing and relevant projects

• Ensure implementation, update and adherence regarding SOPs

• Manage customer allocations based on workflow analysis and customer segmentation

• Ensure On time delivery (Sales Order Handling OTD) performance

• Ensure continuous improvement of customer satisfaction (CSIP)

• Ensure Open Order Book Health

• Ensure First Qualified Response Time

• Ensure Ticket Resolution Time

• Ensure Overdue Deliveries Performance Levels

• Ensure Quality of Responses (customer feedback)

• Achievement of individual goals and objectives

• Claim Handling

• Ongoing work to achieve other department and company KPI’s

Secondary Responsibilities:  

• Participate in external top/key customer meetings/escalations

• Participate in periodic functional and cross-functional activities (eg.. projects, meetings etc) 

• Maintenance and development of the customer service quality level

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

• Other duties as assigned

Qualified Experience and Training:  

Education:

Required

• Bachelor’s degree in Business Administration, Supply Chain, Logistics or Production  or a combination of education and experience

Experience:

Required

• 6-9 years experience in Customer Service

• 5 years of Management experience is an advantage

• Customer service experience within a similar sized organization
   

Preferred

• 5 years experience working in the aviation industry

• Shipping and/or aviation knowledge is an advantage

Travel Required: 

• 20% domestic; 5% international
  ​

Citizenship: Authorized to work in the US

Clearance: 

• None

Qualified Skills:  

Knowledge, Skills, Demonstrated Capabilities:

Required

• Proactive, customer oriented attitude and working style for internal stakeholders and customers 

• Proactively take initiatives to ensure customer satisfaction 

• Flexible, able to work under pressure with tight deadlines and successfully deal with unexpected situations / topics

• Ability and willingness to work in a fast-paced environment

• Ability to balance and align varying interests of stakeholders

• Good dispute resolution skills

• Service minded, flexible and cooperative

• Structured in your way of working and superior communication skills

• Presentation, communication and Stakeholder management skills

• Diplomatic sense and open/‘out-of-silo’ mind-set, ability to build successful relations across functions and with internal and external stakeholders

• Intercultural understanding

• Analytical skills

• Basic Change Management skills

Communication Skills: 

Required:

• Fluent English (oral & written) 

Preferred:

• Other language skills are an advantage

Technical Systems Proficiency:

Required:

• PC literacy, including word processing, spreadsheets and databases

• Technical and process oriented background with the ability to understand and interpret technical documentation

Preferred:

• Experience working with SAP and Freshdesk  is an advantage

Level of Decision Making:

• Strategic & operational

Direct Reports: 

Is this a people manager? Yes

# of Exempt Reports: 0     

# of Non-exempt Reports: 6   

Physical Requirements: 

• Onsite or remote:  Office location 3 out of 5 days per week

• Vision: Ability to see and read computer screens and other electronic equipment with screens, able to read documents, reports.

• Hearing: Daily able to hear to participate in conversations in person and via teleconference or phone.

• Speaking:  Daily able to speak in conversations and meetings, deliver information and participate in communications. 

• Equipment Operation: daily use of personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors.

• Carrying: Daily able to carry documents, tools, drawings, electronic equipment up to 10lbs.

• Sitting:  Daily able to sit for long periods of time in meetings, working on a computer. 

• Standing: Daily able to stand for discussions in offices or on a production floor. 

• Travel:  10%  of time able to travel independently and at short notice.

• Walking : Daily able to walk through office and production areas including uneven surfaces.

• Personal Protective Equipment required:  If visiting a factory - Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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