Accountabilities

Overall Responsibility:

• As per Aircraft Purchase Agreement clause on Airbus Equipment Supplier Product Support Agreements, Airbus has negotiated support agreements from SFE Suppliers to Airline customers, such conditions are handed over to the customer at transfer of title. These conditions are contained on the GCP (General Conditions of Purchase) or SSC (Supplier Support Conditions).
• The Airlines (or their Customer Nominee) shall execute the conditions listed in the GCP or SSC in their daily operations with SFE suppliers for (but not limited to) Spare, Repair, Obsolescence, Technical Documentation, Maintenance Data, Training, Administration, Warranties & Guarantees.
• Customers are contacting our team of (Supplier Manager Operations) either when they have questions to understand the SSC/GCP, or in case of escalation when they execute the SSC/GCP with SFE suppliers. The jobholder is responsible for ensuring Customers satisfaction through a close management of Airbus Suppliers’ activity and performance in line with Supplier Support Conditions (SSC & GCP) and industry standards for all Airbus programs.

Main activities

 Customer queries management 

• Resolve all Customer queries related to contractual supplier management (via SSC/GCP) for a given portfolio of suppliers within the defined time scale by interfacing and negotiating with the supplier and/or relevant Airbus departments (SI, SC, P,…). Qualify and record queries in Customer Relationship Management tool. 
• Conduct regular visits to main Customers 
• Contribute to supplier adherence to Airbus contractual requirements or standards for customer queries. 
• Ensure supplier follow-up towards airlines for low rating scores and negative comments. 
• Contribute to briefs for supplier / customer senior management meetings. 
• Contribute to best practice/FAQ for customer queries and suggest improvement actions within supplier management or other Airbus departments. 

Customer relationship management 

• Manage the customer relationship for key customers with respect to supplier management, including communications on: supplier improvement plans, supplier performance KPIs, rating results, SIM (Support Improvement Meeting) commitments, and CSIP (Customer Services Improvement Program) improvement initiatives. 
• Provide brief on supplier issues for airline senior management meetings. 
• Create network with customer-facing counterparts at Airbus (Customer Support Director, Satair Account Director, Program Director, Field representatives …) to ensure airlines supplier management needs are captured and covered. 
• Participate in Material Readiness Conference (MRC) for strategic customers and present the SSC, corresponding Tools (ie VIM, SPSA) 
• Supplier management 
• Contribute to the development of the long term supplier improvement plan managed by SOP commodity teams / performance teams by providing recommendations based on recurrent customer issues. 
• Ensure supplier adherence to Airbus contractual requirements or standards for customer queries. 
• Ensure supplier follow up towards airlines for low rating scores and negative comments. Contribute to briefs for supplier senior management meetings. 
• Active contribution to share customer pain points within the SOP organization to ensure voice of customer is taken into consideration for future SSC negotiations, overall claim process. 

Strategic activities 

• Propose and lead improvement projects within the context of the supplier support management – operations team related to customer feedback (CSIP) and process improvement. 
• Active contribution to organize and participate to regional events/conferences with airlines/suppliers as required (SIM, SPSA, Training)

Experience Required- Industry：Supply chain/Contract

Field of Education：Business or engineering

Years of Experience：5+ Years

Language Required：English Fluent