Customer Field Representative

Air France Industries KLM Engineering & Maintenance; Kuala Lumpur; Hybrid; MYR 90,000 - 180,000; Full time

Benefits offered by this job

Travel benefits

Hybrid working arrangements

Flexible working arrangements (work-从任

Medical insurance

Job summary

Air France Industries KLM Engineering & Maintenance Malaysia, based in Kuala Lumpur, serves as the on-site AFI interface for the Malaysia Airlines contract, coordinating with stakeholders to ensure service quality and contract compliance.

The role emphasizes strong customer relations, performance monitoring, and collaboration with Paris-based teams, with hybrid working arrangements and a focus on maintaining long-term customer satisfaction and operational excellence.

Qualifications

• At least 5 years’ experience in Aviation, Aeronautics, Customer Support and Supply chain.
• Experience in Components, Logistics, Customer Support or AOG.
• Strong customer orientation and service mindset.
• Structured and organized with good communication skills.

Responsibilities

• Acts as the AFI interface for all services with MAB/KUL staff.
• Monitors dispatch performance and works with the customer to drive improvements.
• Defines and optimizes processes to improve contract performance and customer satisfaction.
• Supports Sales in organizing meetings and identifying opportunities for contract evolution.
• Prepares regular performance reports and participates in steering/technical reviews.

Skills

Customer focus

Communication skills

English proficiency

French knowledge

Organizational skills

ERP

Excel

Tools

Excel

ERP

Portals

Job description

Based in Kuala Lumpur, Malaysia, at Malaysian Airlines Customer’s facilities, the on-site representative is the daily AFI interface for every aspect within the current components contract between the Customer Malaysia Airlines (MAB/KUL) and AFI.

She/he works in close cooperation with various AFI stakeholders (Contract Manager, Customer Support, Account Sales Manager, AOG Desk, Logistics Departments...) and manages the different Customer interfaces to ensure the optimal quality is delivered, in accordance with the terms of the contract.

Her/his continuous involvement directly participates in securing the customer’s operations and the long-term relationship with AFI.

Customer Field Representative

1/ Customer relationship management

• - As the AFI interface for any service included or not in the contract, manages and ensures permanent and constructive communication with MAB/KUL staff.
• - Keeps and develop customer satisfaction and identify contract evolution requirements.
• - Immediately alerts AFI HQ in case of insidious customer dissatisfaction, communicate with customers to mitigate any relation impact and propose solution to come back to a satisfactory customer agreed solution
• - Supports Contract Management team based in Paris to organize efficient and relevant performance reviews and technical reviews.
• - Back-ups and supports Customer Support Department based in Paris.

2/ Operational Performance Monitoring

• - Monitors AFI dispatch performance in accordance/cooperation with MAB/KUL Support Team.
• - Monitors and manages actions with the Customer to improve core unit dispatch performance, AOG level, planned request anticipation.
• - Take and manage necessary actions from AF Supply Chain teams to deal with urgent requests, analyze the level of priority with customer and inform AFI of customer expectations.

3/ Support to Contract Management

• - Defines and optimizes processes performance within customer organization to improve the operational performance
• - Spots the major difficulties to meet service level performance requirements and propose solutions to AFI management in cooperation with the Contract Manager and the customer.
• - In cooperation with the Contract Manager and Account Sales Manager, monitors the due invoice level and take actions to solve disputes and reduce the outstanding amount.
• - Works closely with customer to get SBAs analyzed and answers in due time- Supports activity of other BU when needed.

4/ Support Sales to increase business with the customer

• - Supports Account Sales Manager to organize efficient meetings with customers
• - Analyzes flow and needs communicated by customers to allow contract improvement and commercial developments
• - Operates business intelligence / strategic surveillance / technology watch to provide Account Sales Manager and Contract Manager with a good understanding: Customer needs and expectations, competition presence and influence, organization of customer, decision processes - Promotes and develop Single Component Solutions (SCS)

5/ Reporting

• - Reports all above matters to AFI on a regular basis and particularly:
• AFI & customer performance (service level, core unit return,...),
• Business and strategic information.
• - Reports to customers on a regular basis AFI and customer performance, participates in operational meetings, prepares CQP Meeting together with Contract Manager, and participates in the preparation of steering committee.

Profile

• At least 5 years’ experience in Aviation, Aeronautics, Customer Support and Supply chain.
• Experience in Components, Logistics, Customer Support or AOG
• Customer and service oriented.
• Structured and organized.
• Pack-office and tools user such as Excel, ERP, portals…etc
• Strong autonomy and prone to management activities
• High flexibility and Adaptiveness
• High written and oral communication skills in both English and French/Customer language

Join us to enjoy:

• Attractive travel benefits, including discounts on flights across Air France KLM and partner airlines
• Hybrid working arrangements
• Flexible working arrangements, including Work-From-Anywhere (cross-border remote options)
• Comprehensive medical insurance coverage for all employees

At Air France KLM, we are an equal opportunity employer. The Group is committed to combating all forms of discrimination and promoting equal opportunities in our hiring practices and throughout the employee journey. We strive to promote diversity as reflected in society, and to ensure equal opportunities among all staff.

We regret to inform you that only shortlisted applicants will be contacted. Thank you for your interest in Air France KLM.