Resolution Manager

Airbus•Herndon, VA

4d•Onsite

About The Position

Satair is looking for a Resolution Manager to join our AOG department based in Herndon, VA. The Resolution Manager provides first level support to the AOG Customer Resolution Specialist (CRS) team to help ensure a high level customer satisfaction. Work under high pressure in an intensive environment and responsible to run the AOG Desk operations and support escalated AOG events and order management. As part of a multifunctional environment team, you will collaborate with Supply Chain, Product Management, Transportation & Logistics, and the Airbus Manufacturing and Engineering Teams to identify and drive solutions which allow customers to effectively manage their aircraft fleet and operations.

Requirements

An Associates Degree in Business, Sales Administration or a related field or an equivalent combination of education and experience is required.
2+ years of leadership experience / leading a team.
2+ years of data analysis experience in a similar sized organization.
Strong command of English, written and verbal.
Authorized to Work in the US.
This position supports a 24 Hour, 7 Days a week, 365 Day a year onsite operation. This includes holidays and weekends.
The AOG Resolution Manager (RM) will be required to work 5 days and support the 2nd shift with the flexibility to rotate to 1st shift to support business continuity if necessary (i.e. vacation coverage).
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Nice To Haves

B.A. / B.S. in business, engineering, communications, or related fields is preferred.
Previous aviation or logistics experience preferred.
Knowledge of other languages (Mandarin ,German, French, Spanish, etc.) would be advantageous.
Advanced Google Suite Skills ( Docs, Sheets, Slides, Forms ...).
Intermediate knowledge of SPEC 2000/Aeroxchange, desired.

Responsibilities

Contribute to recruitment process, selecting candidates, interviews and onboarding.
Coordinate, ensure and conduct training for new hires.
Create, maintain and ensure coverage for the AOG team covering 24/7.
Be a part of the shift rotation when needed.
Identify team members with performance improvements and development needs.
Support managers with performance improvements initiative.
Act on behalf of the manager during their absence.
Ensure work procedures and policies are adhered too and provide team guidance, review operational workload and daily task allocation.
Ensure the board and the Open order Book is worked and maintained at all times.
Ensure daily operations are organized by assigning clear tasks and setting expectations to the CRS.
Ensure the workflow is monitored at all shifts and maintained.
Review, prioritize, balance workload and allocate tasks among the team.
Identify customer escalations and need for action by taking the lead cross-functionally (Engineering, Quality, Procurement, Sales, Warehouse and Transportation).
Have a strong knowledge in technical documents as well as the SAP transaction used in the daily work flow.
Collaborate with various global Satair and Airbus organizations in providing customer service and product support to ensure the customers' needs are met.
Interface with various external and internal groups, including material supply chain, procurement, sales, finance, and engineering.
Conduct process audits, review of Freshdesk responses and develop “lessons learned” in order to elevate team performance and propose recommendations for continuous improvement.
Perform workload and performance analysis and produce KPI's and provide managers with improvement solution recommendations.
Be Proficient in analytics. Ability to utilize data analytics to identify trends, drive business improvements and solutions.
Be assigned to dedicated strategic projects.
Support collaborative efforts between Supply Chain, Sales & other stakeholders.
Provide back-up assistance and support fellow team members in the Customer Resolution Services department when necessary to process customer orders, quotations and general logistics to meet customer expectations.
Perform other duties as assigned.

Benefits

Competitive base salary
incentive compensation which may include profit sharing schemes
retirement savings plan
Employee Stock Ownership Plan (“ESOP”)
Paid time off including personal time
holidays
generous paid parental leave program
Comprehensive insurance coverage including medical (traditional and high-deductible health plans)
prescription
dental
vision
life
disability
Employee Assistance Plan (“EAP”)
other supplemental benefit coverages
Upskilling and development opportunities through our global Leadership University
unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path
opportunity to participate in accelerated development programmes
national and international mobility