HEAD OF SERVICES

ATR EASTERN SUPPORT PTE LTD; Singapore; On-site; SGD 120,000 - 150,000; Full time

Job summary

A leading aviation support company in Singapore is seeking a Customer Support Manager to lead multiple teams. The role focuses on ensuring customer satisfaction, managing repair contracts, and building strong relationships with OEMs. Ideal candidates will have a master's degree in a relevant field and 15 years of experience in aviation supply chain management. Strong leadership and negotiation skills are essential.

Qualifications

• 15 years of experience in aviation material supply chain and/or aircraft maintenance planning.
• Strong background in leading Operations teams.
• Proven skills in negotiation and delivering presentations.

Responsibilities

• Manage a team of 12-15 people; oversee their skills and career development.
• Negotiate commercial disputes and support warranty claim processes.
• Guarantee delivery and profitability of the contracts in force.

Skills

Leadership

Negotiation

Customer Relationship Management

Education

Master’s degree in Aeronautical Engineering

Degree in Supply Chain Management

Job description

The jobholder reports directly to the VP Customer Support and Services in ATR Eastern Support, and functionally to both the Head of Spares & Material Operations and the Head of GMA & Repair Services based at ATR Headquarter.

The Head of Services is accountable of the spares support, the repair/standard exchange contracts administration, and the repair activity. The role leads multiple teams to secure customer satisfaction, contract performance, and continuous improvement across material supply and repair activities, while driving commercial effectiveness and strategic development in the Asia-Pacific region.

The jobholder will also have to maintain a strong relationship with major ATR OEMs local offices, and she/he will have to handle any escalation from ATR customers of the region.

KEY RESPONSIBILITIES

• Manage a team of 12-15 people; oversee their skills and career development.
• Negotiate commercial disputes and support warranty claim processes.
• Handle customers escalations to top management (related to material and maintenance contracts)
• Maintain a strong relationship with major ATR OEMs local offices
• Support the commercial team

Customer Material Support

• Define and maintain an efficient spares support organization aligned with workload and evolving market needs.
• Rely closely with central Operations Control Centre for critical parts allocation and drive decisions
• Support customer support and service sales directors with material strategies and customer communication.

GMA & Repair Services

• Repair and standard exchange contracts administration (GMA and SPOT contracts).
• Guarantee delivery and profitability of the contracts in force: closely monitor the NFF, CID, Exclusions and propose action plans to keep it under control
• Lead and manage the repair suppliers (MROs, logistics, transport) to ensure service performance and efficiency.
• Oversee the repair process for ATR parts, including main elements like landing gear and propellers subassemblies.

EXPERIENCE & QUALIFICATIONS

• Master’s degree in Aeronautical Engineering, Supply Chain Management, or Engineering/Industrial Engineering.
• At least 15 years of experience in aviation material supply chain and/or aircraft maintenance planning.
• Strong background in leading Operations teams.
• Demonstrated ability to manage and strengthen customer and supplier relationships.
• Proven skills in negotiation and delivering presentations.
• Prior experience in an airline environment is highly desirable.