Customer Support Manager (Aerospace)

CHRIS HUNTER PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

CHRIS HUNTER PTE. LTD. is seeking an experienced Customer Liaison specialist in aviation to manage customer relationships, resolve issues, and support program reviews. You will act as the primary point of contact for customers, coordinating with warranty teams and field representatives to ensure accurate data and timely resolutions.

The role requires strong communication, leadership, and data analysis skills, with on-site engagement as needed in a dynamic aerospace environment.

Qualifications

• Bachelor's degree or related field/equivalent experience. Bachelor’s preferred.
• Typically requires 6 years of customer support and services experience in a commercial aerospace environment.
• Proficiency with MS Project and MS Office programs.
• Excellent verbal and written communication, able to build and maintain relationships.

Responsibilities

• Achieve customer satisfaction as measured by scorecards.
• Build and develop long-lasting relationships with customers.
• Serve as the focal point for customer-related matters.
• Own and resolve customer issues; track progress to completion.
• Maintain accurate records of customer support actions in CRM.
• Conduct on-site customer meetings (PRM, TRM, ERM) as required.
• Generate post-visit reports and action items to closure.
• Create KPI reports and identify improvement opportunities.
• Coordinate with warranty teams on claims data and settlements.
• Review and distribute backlog reports to prevent late deliveries.
• Support finance in recovering late AR and addressing systemic issues.
• Provide level 1 & 2 technical support using drawings and data.
• Assist with STC working parties and EIS for new aircraft types.

Skills

Interpersonal skills

Excellent communication

Leadership / management

Analytical skills

Education

Bachelor's degree

Tools

MS Project

MS Office

Job description

Job Industry : Aviation /Aerospace

Location : Loyang , near pasir ris

Summary of Duties:

• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
• Building new and developing long lasting relationships with customers
• Operate as the focal point for any and all matters specific to their customers
• Taking ownership of customers issues and following problems through to resolution
• Responsible for keeping accurate records and document customer support actions and discussions within CRM platform
• Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Generate post visit reports and manage actions and commitments through to completion
• Generate Key Performance Indicators (KPI's)
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
• Support Cabin Services Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
• Awareness of customers internal issues which may inadvertently effect the Cabin Services business
• Feedback information to Cabin Service sales team on new sales opportunities and Program teams on at risk parts: PMA, Owner Operator Parts
• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer
• Support Field Technical Representatives performing cabin inspections and generating the associated reports
• Provide level 1 & 2 technical support using CMM’s & technical drawings data
• Support STC working parties as required, support Entry into service (EIS)for new aircraft types
• Being available in accordance with constraints linked to aftermarket support domain.
• Must possess excellent interpersonal and communication skills,management /leadership acumen
• Well organized / Good presentation skills / Good negotiating Skills / a very good level of diplomacy

Qualifications:

Education:

Bachelor’s degree or related field/equivalent experience. Bachelor’s preferred

Experience:

Typically requires 6 years of customer support and services experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Proven ability to manage complex projects, Customer Requests or Concerns. Airline purchasing department experience advantageous yet not essential.

Computer Skills:

Proficient with MS Project, competent with MS Office programs

Other Skills:

Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.