Resolution Manager (Satair)AOG Desk

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Job Description:

Job Description:

Satair is looking for a Resolution Manager to join our Satair AOG department based in Herndon, VA.

Position Summary:

The Resolution Manager provides first level support to the Customer Order Service (COS) team to help ensure a high level customer satisfaction. Work under high pressure in an intensive environment and help to run the operation of the AOG Desk and support the FTL with escalated AOG events and order management.

Primary Responsibilities:

Operational Supervision 50%:

  • Ensure work procedures and policies are adhered too and provide team guidance, review operational workload and daily task allocation

  • Review, prioritize, balance workload and allocate tasks among 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.

  • Work with various global Satair and Airbus organizations in providing customer service and product support to ensure the customers' needs are met. Will interface with various external and internal groups, including materiel supply chain, procurement, sales, finance, and engineering.

Process, projects and continues improvement 10%:

  • Perform workload and performance analysis and produces KPI's and provide managers with improvement solution recommendations

  • Assigned to dedicated strategic projects.

  • Support collaborative efforts between Supply Chain, Sales & other stakeholders.

Additional responsibilities 40%:

  • Be able to perform all duties of a customer order specialist

  • Provide back-up assistance and support fellow team members in the Customer Order Fulfilment department when necessary to include process customer orders, quotations and general logistics to meet customer expectations.

  • Perform other duties as assigned.

 

Education:

Required: High School Diploma or GED

Preferred: AA degree in Business, Communications or related field preferred, or equivalent work experience.

Experience:

  • 2+ years of leadership experience / leading a team 

  • 2+ years of data analysis experience in a similar sized organization.

  • Previous aviation or logistics experience preferred.

Knowledge, Skills, Demonstrated Capabilities:

  • Advanced knowledge of SAP

  • Demonstrated ability to effectively prepare and present information.

  • Effective verbal and written communication skills including the ability to conduct formal presentations.

  • Demonstrated ability to develop and maintain positive relationships with managers, colleagues, other departments and customers.

  • Demonstrated ability to identify and offer suggestions to improve efficiency and profitability.

  • Creative thinker willing to challenge existing processes and propose leaner, more efficient solutions.

  • Demonstrate high professional integrity and ethical standards.

  • Demonstrate high level of energy, persistence and "can do" attitude.

  • Demonstrate high level of organization and the ability to adapt to rapid change.

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

  • Strong command of English, written and verbal.

  • Knowledge of other languages (Mandarin ,German, French, Spanish, etc.) would be advantageous.

Technical Systems Proficiency:

  • Advanced Microsoft Office Suite (Excel, Power Point, Access, Outlook

  • Intermediate knowledge of SPEC 2000/Aeroxchange, desired.

  • Detail oriented and self-driven.

Travel Required:

  • Up to 10% Domestic and International Travel

Eligibility:

  • Authorized to Work in the US

Organizational information:

Reports directly to the Head of Satair AOG - ASODA4

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:

Permanent

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Material Support & services

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Organisation: 
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