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Job Description:

Job Summary:  

As the Head Of A220 Heavy Maintenance you will provide support towards the A220 Maintenance activities to ensure an efficient return to service for the customer's aircraft. Additionally you will  provide departmental wide availability and timely delivery of customer order support related activities while ensuring operations are measured and processes adapted to meet targets. In this role you will also balance daily workload in the department while contributing to greater efficiency related to this position and a standardized global A220 Heavy Maintenance operations.

Primary Responsibilities:  

Ensure successful collaboration towards the A220 multifunctional team towards completing maintenance events on time.   

Manage the department’s staffing needs in connection with staff holidays, flex time and working hours

Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling

Create a safe and trustful environment with focus on a speak up culture and constructive feedback. 

Participate in external top/key customer meetings/escalations

Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance

Regularly one-on-one meetings with all staff

Make decisions to ensure on-time material delivery to meet customer expectations

Administer and manage onboarding of new employees and upskilling of existing employees based on processes in Symbio

Conduct employee development talks and plans. 

Spot talents and guide them towards the desired career path

Implement and maintain LEAN in department

Keep own employees informed about Satair business and objectives

Have regular departmental meetings with documented notes

Prioritize own tasks and the tasks of the department

Implement collaborative efforts between ASO departments, Commercial & other relevant stakeholders where necessary

Optimize Satair business procedures through Satair’s IT systems

Measure, develop process/efficiency improvements and track operational performance based on KPI analysis

Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development; on-board and train newcomers

Establish and ensure reporting of agreed KPIs both internally and externally

Participate in and prepare employees for Audits

Manage and coordinate participation in system testing and relevant projects

Ensure implementation, update and adherence regarding SOPs

Manage customer allocations based on workflow analysis and customer segmentation

Ensure On time delivery (Sales Order Handling OTD) performance

Ensure continuous improvement of customer satisfaction (CSIP)

Ensure Open Order Book Health

Ensure First Qualified Response Time

Ensure Ticket Resolution Time

Ensure Overdue Deliveries Performance Levels

Ensure Quality of Responses (customer feedback)

Achievement of individual goals and objectives

Claim Handling

Ongoing work to achieve other department and company KPI’s

Secondary Responsibilities:  

Participate in external top/key customer meetings/escalations

Participate in periodic functional and cross-functional activities (eg.. projects, meetings etc) 

Maintenance and development of the customer service quality level

Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance

Other duties as assigned

Qualified Experience and Training:  

Education:

Required

Bachelor’s degree in Business Administration, Supply Chain, Logistics or Production  or a combination of education and experience

Experience:

Required

6-9 years experience in Customer Service

5+ years of Management experience is an advantage

Customer service experience within a similar sized organization
 

Preferred

5+ years experience working in the aviation industry

Shipping and/or aviation knowledge is an advantage

Travel Required: 

20% domestic; 5% international
​

Citizenship: Authorized to work in the US

 

Clearance: 

None

Qualified Skills:  

Knowledge, Skills, Demonstrated Capabilities:

Required

Proactive, customer oriented attitude and working style for internal stakeholders and customers 

Proactively take initiatives to ensure customer satisfaction 

Flexible, able to work under pressure with tight deadlines and successfully deal with unexpected situations / topics

Ability and willingness to work in a fast-paced environment

Ability to balance and align varying interests of stakeholders

Good dispute resolution skills

Service minded, flexible and cooperative

Structured in your way of working and superior communication skills

Presentation, communication and Stakeholder management skills

Diplomatic sense and open/‘out-of-silo’ mind-set, ability to build successful relations across functions and with internal and external stakeholders

Intercultural understanding

Analytical skills

Basic Change Management skills

 

Communication Skills: 

Required:

Fluent English (oral & written) 

Preferred:

Other language skills are an advantage

Technical Systems Proficiency:

Required:

PC literacy, including word processing, spreadsheets and databases

Technical and process oriented background with the ability to understand and interpret technical documentation

Preferred:

Experience working with SAP and Freshdesk  is an advantage

 

Level of Decision Making:

Strategic & operational

Direct Reports: 

Is this a people manager? Yes

# of Exempt Reports: 0     

# of Non-exempt Reports: 6   

Physical Requirements: 

Onsite or remote:  Office location 3 out of 5 days per week

Vision: Ability to see and read computer screens and other electronic equipment with screens, able to read documents, reports.

Hearing: Daily able to hear to participate in conversations in person and via teleconference or phone.

Speaking:  Daily able to speak in conversations and meetings, deliver information and participate in communications. 

Equipment Operation: daily use of personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors.

Carrying: Daily able to carry documents, tools, drawings, electronic equipment up to 10lbs.

Sitting:  Daily able to sit for long periods of time in meetings, working on a computer. 

Standing: Daily able to stand for discussions in offices or on a production floor. 

Travel:  10%  of time able to travel independently and at short notice.

Walking : Daily able to walk through office and production areas including uneven surfaces.

Personal Protective Equipment required:  If visiting a factory - Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

  

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.

Company:

Satair USA, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

Flexible

Job Family:

Leadership <JF-FA-EM>

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Job Posting End Date: 02.28.2025

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