#24/7 Front Desk - Retrofit Solution Engineering Manager (F/M)

Retrofit Solution Engineering Manager

Airbus Commercial Aircraft is looking for a Retrofit Solution Engineering manager to join our Customer Services Department based in Toulouse, France.

You will join a team of highly motivated professionals across the globe, striving to develop and deliver value-adding support and services to our customers in the field of Maintenance & Retrofit Engineering (SIM) within customer services organisation.

We are developing a unique front desk for the Maintenance & 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.

In this context, you will contribute to the Retrofit Solutions Customer Front Desk (CFD) performance and to drive continuous improvement related to Customer Front Desk process, tools, governance to ensure the best queries answer is provided to our customers. You will work closely with Retrofit Solution Engineering front desk leader (based in Toulouse).

Context and dimension of the role:

• Part of 24/7 Maintenance & retrofit Front Desk organisations (covered by several teams worldwide)
• Transverse role in relation with Retrofit Solutions organization based in European Airbus sites, Mobile, India and China - 500 FTE
• Management of 3 subcontractors
• +6500 queries per year related to standard Services Bulletins, Upgrade Service Bulletins and Vendor Service Bulletins
• Customers are potentially all Airbus customers worldwide
• All Airbus Platforms

Your working environment:

Global capital of aeronautics and European capital for space research, Toulouse is a dynamic city in the southwest of France served by an international airport. Ideally located between the Mediterranean sea and the Atlantic ocean and close to the Pyrenees mountains, it offers plenty of options for outdoor activities!

How we care for you:

• Financial rewards: Attractive salary, agreements on success and profit sharing schemes, employee savings plan abounded by Airbus and employee stock purchase plan on a voluntary basis.
• Work / Life Balance: Extra days-off for special occasions, holiday transfer option, a Staff council offering many social, cultural and sport activities and other services.
• Wellbeing / Health: Complementary health insurance coverage (disability, invalidity, death). Depending on the site: health services center, concierge services, gym, carpooling application.
• Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, expert career path, accelerated development programmes, national and international mobility.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Your challenges:

• 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.

Your boarding pass:

Experience:

• At least 5 years of experiences in the following domains:
• Service Bulletin content, process and RDAF Management
• A/C engineering and configuration management (structure or system)
• KIT / parts management (including ordering)
• Airbus documentation (SRM/ASR, AMM/MP, IPC/AIPC, PMS, AWL etc…)
• The part 145 regulations and environment
• Aircraft maintenance and airlines operations

Soft skills:

• Customer oriented mindset
• Fluent in written & spoken English
• Build a trustful and inclusive environment
• Capacity to communicate and be adaptable to different cultures
• Good negotiation interpersonal and communication skills

Take your career to a new level and apply online now!

Company: AIRBUS SAS

Employment Type: Permanent

Classe Emploi (France): Classe G13

Experience Level: Professional

Job Family: Customer Eng.&Technical Support&Services <JF-CS-PS>

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.