Repair Lead

SATAIR; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading aerospace company in Singapore is seeking a Repair Lead to enhance operational performance and ensure customer satisfaction. The ideal candidate will have 3-5 years of experience in customer order management and a relevant degree. Responsibilities include leading continuous improvement initiatives and managing key performance indicators. If you are self-motivated and have strong negotiation skills, this is an excellent opportunity.

Qualifications

• 3-5 years of experience in Customer Order Management or Supply Chain.
• Strong knowledge of repair management.
• Self-motivated with a customer-oriented mindset.

Responsibilities

• Lead continuous improvement projects to enhance efficiency.
• Manage KPIs for material order activity.
• Provide World-Class Customer Support for service requests.

Skills

Customer Order Management

SAP

FreshDesk

Negotiation skills

Attention to detail

Education

B.Sc. in Business Administration or related field

Job description

Job Objectives

The Repair Lead holds accountability for a product’s operational performance and ensures the highest level of customer satisfaction. This includes the mandate to drive action and reporting from all contributing departments.

Job Responsibilities

• Lead continuous improvement discussions and projects, initiating suggestions to enhance efficiency both internally and with suppliers
• Evaluate customer-specific problems and complaints, coordinating developed delivery solutions across Satair’s internal departments and external interfaces
• Analyze, assess and define optimal service solutions (repair, lease or exchange) for customers, focusing on time-optimized delivery, especially during delivery difficulties
• Manage and utilize key performance indicators (KPIs) on behalf of the SPOC group to oversee material order activity and produce detailed activity reports for customers, account teams and management
• Contribute to a high-performing team by actively participating in and supporting Order Management Team activities
• Provide World-Class Customer Support by ensuring timely and qualified responses to all service requests, driving high Customer Satisfaction (CSIP)
• Act as the Single Point Of Contact (SPOC) for an assigned customer portfolio, handling all inquiries related to repair, lease, exchange, warranty and commercial questions
• Issue and manage all repair and warranty orders to approved suppliers/repair stations
• Proactively Update internal and external customers on the status of all orders and claims
• Oversee tailored OEM Programs (Repair, Exchange, Warranty, etc.) to strengthen integration with key partners
• Support Product Management, Service Management and/or Business Development teams on projects related to developing future customer product needs
• Manage cross-functional interfaces with key stakeholders, including the repair and tool service management teams, Product Managers, Satair channel AOG, Supply Management, Customer resolution Services, Account Directors, Quality, and Finance
• Maintain accurate Customer Records within relevant systems
• Independently make decisions to ensure on-time material delivery meets customer expectations
• Identify, initiate, and drive first-level escalations when material needs are not met, coordinating with respective operational functions until resolution

Secondary Responsibilities

• Drive Continuous Improvement by working closely with the Process Specialist to identify, define, document, measure, and improve processes in line with Shape & Lean standards and actively support the implementation of these improvements
• Performance Measurement & Reporting: Develop and manage Operational Performance Measurement (KPIs). Ensure the accuracy and transparency of operational reports from stakeholders, and launch initiatives to make monitoring processes leaner (data/tools)
• Participate in, organize and conduct regular account meetings with customers, suppliers, internal stakeholders (Account Directors, Product Managers etc) to share information and maintain a global view on your customers’ activity when necessary and agreed with the manager
• Participate in periodic functional and cross-functional activities (eg.. projects, meetings) as agreed with the manager
• Contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
• Act as a deputy for the Head of Repair, Lease & Exchange Order Management in all operational tasks and report back accordingly

Job Requirements

• Degree - Preferably a Bsc in Business Administration, Supply Chain, Logistics, Production or Aeronautics / Aeronautical Engineering
• Minimum 3-5 years working experience in Customer Order Management/Customer Service Experience or Supply Chain or similar (good understanding of After Sales Supply Chain)
• Strong knowledge of repair management & working knowledge of SAP and FreshDesk
• Good business acumen & negotiation skills
• Knowledge of Customer Business & Operations, Customer expectations & needs
• Knowledge of Export Control Basics
• Knowledge of Maintenance Oriented Airworthiness Rules & Maintenance Operations
• Strong ability to manage cross-functional and international stakeholder relations
• Self-motivated and proactive with a customer-oriented mindset for both internal and external partners
• Structured with attention to detail; able to follow up closely and independently as a self-starter
• Ready to embrace and adapt to changes