Assistant Manager/Senior Executive Customer Success

Job Description

Responsibilities
•     Serves as a primary point of contact for all communication and interactions with stakeholders, including customers, hangar operations lines, workshops and other internal departments, to address shops’ and customers’ needs and concerns.
•    Assist the Manager (or equivalent) in planning and coordinating shop capacity, workflows and processes to meet operational and customer requirements efficiently.
•    Liaise with customers and internal stakeholders to identify, address and resolve material shortages, including coordinating alternatives, expediting work where necessary and communicating impact on timelines.
•    Work with relevant teams to investigate and tackle root causes of material shortages or service issues, and support the implementation of corrective and preventive actions to improve cost, reliability and turnaround times.
•    Build and maintain long-term stakeholder and customer relationships by gathering, analysing and sharing customer feedback, and driving actionable insights to improve service quality.
•    Translate customer needs and expectations into clear, actionable tasks for internal teams (e.g., operations, engineering, service), and monitor the progress of orders and service requests to ensure timely and satisfactory delivery.
•    Assist in onboarding customers, if needed, on shop processes, capabilities and service offerings, ensuring they understand requirements, timelines and communication channels.
•    Guide and support the team under his/her charge by providing clear direction, coordinating daily activities and fostering a collaborative environment to ensure efficient execution of work and high service standards.
•    Any other duties as assigned.
 
Requirements
•    Degree in Engineering or Business (preferably with Honours)
•    Minimum 2 years of relevant working experience, preferably in the Aviation or MRO industry; fresh graduate will be considered.
•    Strong problem-solving and analytical skills.
•    Excellent attention to detail, resourceful with good time management and ability to handle multiple customers and tasks efficiently.
•    Excellent team player with good interpersonal, presentation and communication skills

Please note that only short-listed candidates will be notified.
At SIA Engineering, we are committed to ensuring your personal information is protected and never misused. Personal data collected will be used or disclosed only for the purposes of your job application and potential employment with SIA Engineering, such as for assessing and evaluating your suitability for employment in any current or prospective position within the organization and verifying your identity and accuracy of the personal details and other information provided.
 
By submitting your application for this position, you consent to:
a) the collection, use and disclosure of your personal data by SIA Engineering for the purposes of your application and potential employment with SIA Engineering, including disclosing such personal data to any of SIA Engineering’s subsidiaries, affiliates or related corporations (if necessary for the processing of your job application); and
 
b) SIA Engineering’s retention of your personal data for 1 year for consideration of future job opportunities (where applicable)
 
Candidates are not required to pay SIA Engineering Company, any Agents, or Sub-Agents representing the organisation a recruitment fee or other fees relating to their application / employment.