Manager Customer Support

As our Customer Support Manager of Material Services, you are responsible for the daily management of a team of Customer Support Representatives located in different facilities and countries. You will assume accountability for work delegated to your team-members to ensure performance in accordance with service level towards the customer. You drive performance (OTD%, GM%, Quote hit rate) via operational management and continuous improvement, including (basic) performance reporting towards internal and external stakeholders. You will represent your team in (cross) departmental meetings/events and actively engage with Operations, Programs and Commercial-stakeholders to maximize the operational performance of the Material Services business.

Fokker Services is an independent specialist built on more than a century of expertise supporting more than 1,500 aircraft of major aircraft programs in all fleet segments.

Their offerings include customized solutions for operators, MRO’s, manufacturers, lessors or governments around the world in the business, commercial and defense market.

Fokker Services sees the whole picture as integrated design, production, maintenance and airworthiness organization, providing comprehensive single source solutions, to keep your aircraft flying.

Globally from 5 locations by more than 1,000 engineers, technicians, inspectors and specialists.

• You lead towards business goals; Organize, Prioritize and Plan your team’s work;
• You assume accountability for work delegated to team-members;
• You will ensure compliance with internal and external service levels;
• You maximize Revenue and Gross Margin within the operational boundaries set;
• You will perform analysis to identify opportunities to improve OTD%, GM% and quote success rate and translate insights into concrete actions to ensure opportunities materialize;
• You deliver performance reporting (KPI and PI) for both internal/external stakeholders;
• You will represent your team in (cross) departmental meetings (Case Management, Customer Program Review);
• You actively engage with Operations, Programs and Commercial-stakeholders to maximize Performance, which include using market intelligence tool and advanced analytics support.
• You are the first point of escalation for both internal stakeholders (Sales, Program & Products Managers, MRO Operation), and external stakeholders (Customer and Suppliers);
• You support your team and external stakeholders (customers/suppliers) in navigating and improving systems, policies, and processes;
• You coordinate (new) account and contract implementations;
• You act as back-up for you team-members when the workload demands it;
• You strive for Continuous Improvement, act as a CI facilitator and encourage your team members to identify improvement initiatives within their work scope;
• You will manage annual 100% completion of Performance Development Process Cycle for assigned Team;
• You will lead by example in adhering to the organization’s export compliance and quality policies;
• You will balance your presence at both locations in the Netherlands, to regularly be present physically with the teams.

You are an excellent negotiator and you have:

• An HBO degree, or equivalent, in a technical/commercial discipline;
• a minimum of 3 years relevant work experience in managing (cross functional) teams;
• a minimum of 5 years relevant work experience within a commercial role (demonstrate commercial savviness);
• excellent communication, stakeholder management skills;
• relevant (hands-on) technical experience and understanding product portfolio;
• excellent analytical skills and are data driven and proficient in using MS Excel and MS PowerPoint;
• experience in continuous improvement projects and optimizations;
• demonstrated knowledge of shop processes and work order execution processes;
• demonstrated knowledge of Customer Support Processes;
• the ability to look for ways to add value beyond customers’ immediate requests and acts on them;
• a broad understanding of the aerospace market and component trading within subject area;
• IPMA-D (desirable);
• Lean Six Sigma Greenbelt (desirable);
• You master both the Dutch and English language in oral and written communication.

• A competitive salary matching your knowledge and experience;
• Flexible hours and hybrid working from home;
• When working fulltime (40 hours), you have 27-29 holiday days and 13 ADV leave days per year;
• A challenging international working environment;
• Company laptop and phone;
• An insider’s look into the innovative world of aviation;
• A lot of room for professional and personal growth;
• Fun colleagues (trust us, we’re not biased).

Ina Marin i.marin@wfspro.nl