Head of Technical Services

Job Description:

Reporting to the Director of Procurement, Technical & Programs, this critical position is responsible for managing the technical support provided to our customers (airlines). You will supervise the Technical Support team.

In particular, you will be responsible for the following activities :

Technical support:

• Manage the Technical Support department by distributing and prioritizing tasks and ensuring that they are carried out.

• Manage the relationship with customers within the scope of the role in order to guarantee fulfilment of commitments, customer satisfaction, development in conjunction with the sales team and monitoring of the customer service entry phases.

• Represent the Technical Department in dealings with customers and OEM partners in order to promote OEMServices within our network.

• Carry out technical reviews for our major customers.

• Make available the technical data used/needed by the various OEMServices departments.

• Provide advice to customers, in cooperation with account managers, to optimize aircraft configuration management.

• Deploy and maintain the Predictive Maintenance solution.

• Ensure its operation with our customers and suppliers.

• Ensure the operational application of the recommendations of Predictive Maintenance.

Project Management:

• Manage the strategic projects of his department.

• Liaise with the Director of Information Systems in the search for continuous improvement of the IT tool.

• Develop internal technical training at OEMServices to improve the competence of employees.

Team Management:

• Manage the Technical team including the technical teams based in the outsourced centers

• Organization of the Team’s work,

• Management of schedules and annual meetings

• Assessment of internal and external needs in terms of training, tools and resources

• Weekly team meeting animations, etc.

• Control, monitor and optimize all service operations on French and outsourced sites.

• Implement KPIs to ensure organizational development of the department by optimizing organization, process and tools

• Analyze and improve the overall performance of your department, notably by implementing Lean management tools in collaboration with the Methods department.

• Maintain the social climate and enforce company rules (safety and social)

Commercial:

• In charge of promoting OEMServices' new technical products/services on the various continents. Coordinate and develop sales in line with the strategy defined by the company and in compliance with the opportunity handling process.

• Coordinate customer relations as soon as a customer is identified as an opportunity.

• Coordinate relations with offshore organizations.

• Evaluate and suggest any new services that would be useful to our customers.

• Coordinate and/or ensure responses to the RFQ/RFP.

• Manage and monitor offers and the negotiation process with customers.

Customer Relations:

• Drawing up and negotiating customer contracts

• Promote business development with existing customers

• Visit customers in line with the company's objectives

Miscellaneous:

• Participate in and lead trade fairs

• Cooperate with OEMServices shareholders and partners where necessary

• Draw up the Sales Action Plan

• Participate in defining the sales budget and ensure its implementation

• Participate in the development of these products with Technical, and ensure the sales and marketing plan for these products

• Develop documentation to ensure the sale of these new products (offer/contract template)

Cross-functional activities:

Reporting:

• Ensuring monthly reporting to the Technical Support Manager on all the department's activities

• Providing weekly and/or monthly feedback to all teams on the department's KPIs in order to drive continuous improvement.

• Monthly reporting to the Sales Manager and to the CEO/GM of the international regions on all the department's activities.

Quality and Ethics:

• Deploy Quality within the department

• Comply with and implement safety rules and standards

• Deploy and apply instructions and all operating procedures relating to the activity

• Monitor actions arising from the improvement process

• Comply with the Good Business Practices Charter.

• Use available documentation: instructions, operating procedures, etc.

• Be a key player in the environmental approach by complying with processes, internal operating procedures and raising internal awareness, particularly with regard to selective sorting

REQUIREMENTS:

• Master’s Degree in Aeronautical/ Aeronautical Maintenance, Aviation or related discipline.
• At least 5-8 years in Aviation/Aerospace industry or in similar senior/management role with proven track records on supporting airlines/corporate companies with OEM repair stations.
• Experience in OEM activities and related products are required.
• Exceptional communication skills are essential.
• Self-motivated with a positive “can-do” attitude, possess excellent presentation,communication skills, negotiation and interpersonal skills including strong persuasive techniques.
• Ability to work effectively in client driven deadline environment.
• Ability to work in a cross-functional, matrix environment.
• Ability to speak French is an added advantage; to act as point of liaison between French counterparts in France head office and Asia office.
• Excellent project management and analytical skills is preferred.
• Ability to travel where necessary.

Job Description:

Reporting to the Director of Procurement, Technical & Programs, this critical position is responsible for managing the technical support provided to our customers (airlines). You will supervise the Technical Support team.

In particular, you will be responsible for the following activities :

Technical support:

• Manage the Technical Support department by distributing and prioritizing tasks and ensuring that they are carried out.

• Manage the relationship with customers within the scope of the role in order to guarantee fulfilment of commitments, customer satisfaction, development in conjunction with the sales team and monitoring of the customer service entry phases.

• Represent the Technical Department in dealings with customers and OEM partners in order to promote OEMServices within our network.

• Carry out technical reviews for our major customers.

• Make available the technical data used/needed by the various OEMServices departments.

• Provide advice to customers, in cooperation with account managers, to optimize aircraft configuration management.

• Deploy and maintain the Predictive Maintenance solution.

• Ensure its operation with our customers and suppliers.

• Ensure the operational application of the recommendations of Predictive Maintenance.

Project Management:

• Manage the strategic projects of his department.

• Liaise with the Director of Information Systems in the search for continuous improvement of the IT tool.

• Develop internal technical training at OEMServices to improve the competence of employees.

Team Management:

• Manage the Technical team including the technical teams based in the outsourced centers

• Organization of the Team’s work,

• Management of schedules and annual meetings

• Assessment of internal and external needs in terms of training, tools and resources

• Weekly team meeting animations, etc.

• Control, monitor and optimize all service operations on French and outsourced sites.

• Implement KPIs to ensure organizational development of the department by optimizing organization, process and tools

• Analyze and improve the overall performance of your department, notably by implementing Lean management tools in collaboration with the Methods department.

• Maintain the social climate and enforce company rules (safety and social)

Commercial:

• In charge of promoting OEMServices' new technical products/services on the various continents. Coordinate and develop sales in line with the strategy defined by the company and in compliance with the opportunity handling process.

• Coordinate customer relations as soon as a customer is identified as an opportunity.

• Coordinate relations with offshore organizations.

• Evaluate and suggest any new services that would be useful to our customers.

• Coordinate and/or ensure responses to the RFQ/RFP.

• Manage and monitor offers and the negotiation process with customers.

Customer Relations:

• Drawing up and negotiating customer contracts

• Promote business development with existing customers

• Visit customers in line with the company's objectives

Miscellaneous:

• Participate in and lead trade fairs

• Cooperate with OEMServices shareholders and partners where necessary

• Draw up the Sales Action Plan

• Participate in defining the sales budget and ensure its implementation

• Participate in the development of these products with Technical, and ensure the sales and marketing plan for these products

• Develop documentation to ensure the sale of these new products (offer/contract template)

Cross-functional activities:

Reporting:

• Ensuring monthly reporting to the Technical Support Manager on all the department's activities

• Providing weekly and/or monthly feedback to all teams on the department's KPIs in order to drive continuous improvement.

• Monthly reporting to the Sales Manager and to the CEO/GM of the international regions on all the department's activities.

Quality and Ethics:

• Deploy Quality within the department

• Comply with and implement safety rules and standards

• Deploy and apply instructions and all operating procedures relating to the activity

• Monitor actions arising from the improvement process

• Comply with the Good Business Practices Charter.

• Use available documentation: instructions, operating procedures, etc.

• Be a key player in the environmental approach by complying with processes, internal operating procedures and raising internal awareness, particularly with regard to selective sorting

REQUIREMENTS:

• Master’s Degree in Aeronautical/ Aeronautical Maintenance, Aviation or related discipline.
• At least 5-8 years in Aviation/Aerospace industry or in similar senior/management role with proven track records on supporting airlines/corporate companies with OEM repair stations.
• Experience in OEM activities and related products are required.
• Exceptional communication skills are essential.
• Self-motivated with a positive “can-do” attitude, possess excellent presentation,communication skills, negotiation and interpersonal skills including strong persuasive techniques.
• Ability to work effectively in client driven deadline environment.
• Ability to work in a cross-functional, matrix environment.
• Ability to speak French is an added advantage; to act as point of liaison between French counterparts in France head office and Asia office.
• Excellent project management and analytical skills is preferred.
• Ability to travel where necessary.