Repair & Warranty Specialist

Job Objectives

Administer repair/lease/exchange orders, warranty claims and handle retrofit activities in accordance with Satair’s objectives and strategies ensuring that our products and services are delivered on time, quality and cost for highest customers’ satisfaction.

Geographical scope: Asia Pacific

Job Responsibilities

• Act as the central point of contact for vendor parts repair, lease, exchange and warranty as well as for commercial questions of Satair’s customers
• Hear customer voice and ensure high customer satisfaction (CSIP) for own customer accounts by providing industry leading timely and qualified responses to all customer related requests for repair related services
• Manage customers’ repair/lease/exchange orders and warranty claims while closely monitoring that the suppliers conform to contractually agreed obligations based on key performance indicators (KPIs)
• Issue repair and warranty orders to approved suppliers / repair stations
• Ensure internal/external customers are updated on status of repair/lease/exchange orders & warranty claims
• Ensure the repair order process for vendor parts runs smoothly
• Analyse, assess and define service solutions (repair/ lease / exchange) for customers - in particular the timely/time-optimized solution delivery in the event of delivery difficulties
• Evaluate and assess customer-specific problems / complaints as well as coordination of the developed delivery solutions with Satair’s internal departments and external interfaces
• Maintenance of customer records
• Identify bottlenecks or inefficiencies in the repair order lifecycle and champion continuous improvement initiatives to optimize processes and reduce turnaround times (TAT)
• Leverage supply chain and order data from SAP to proactively manage workflows, forecast potential delays, and make evidence-based decisions

Supplier Relationship

• Initiate follow-up sessions/call with suppliers to ensure contractual SPTs/TATs are met and processes are aligned
• Initiate and follow up on actions ensuring improvement plans are met
• Identify, initiate or offer suggestions to improve efficiency internally and with suppliers
• In agreement with Head Of ASOMRS, participate in and plan external and internal visits with suppliers and customers
• Keep Head Of ASOMRS, relevant Product Manager and Process Specialist informed of changes in supplier performance
• Monitor and report on political and other conditions in the market place of importance to Satair’s competitiveness, including competitors’ behaviour and activities

Job Requirements

• Diploma/Degree in Aeronautics / Aeronautical Engineering or equivalent
• Minimum 3-5 years working experience in Customer Order Management or Supply Chain or similar (good understanding of After Sales Supply Chain)
• Good knowledge of repair management
• Working knowledge of SAP
• Good analytical and numeracy skills & critical thinking; Detail-oriented
• PC literacy, including word processing, spreadsheets and database use
• Good business acumen
• Knowledge of Customer Business & Operations, Customer expectations & needs
• Knowledge of Export Control Basics
• IT affinity to support the digitalization of manual processes
• Shipping and/or aviation knowledge is an advantage
• Strong analytical skills with a data-driven approach to decision-making; ability to translate operational metrics into meaningful business improvements
• Stakeholder management across functions; Highly collaborative team player
• Customer & Service minded
• Strong intercultural understanding
• Demonstrated continuous improvement mindset with a proactive approach to problem-solving