Manager Customer Support

Please note: Proficiency in the Dutch language is mandatory for this position.

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.

Organisatie

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.

Functie

Your tasks in a nutshell:

- Lead the team towards business goals by organizing, prioritizing, and planning work, ensuring accountability for delegated tasks.

- Maximize revenue and gross margin while ensuring compliance with internal/external service levels, and identify opportunities to improve OTD%, GM%, and quote success rates.

- Deliver performance reporting (KPI & PI) for internal and external stakeholders and represent the team in cross-departmental meetings.

- Act as the primary point of escalation for both internal (Sales, Program & Product Managers, MRO Operations) and external (Customers, Suppliers) stakeholders.

- Support continuous improvement initiatives and act as a CI facilitator, managing the annual completion of the Performance Development Process Cycle for the team.

Functie-eisen

You:

- Hold an HBO degree (or equivalent) in a technical/commercial discipline.

- Have at least 3 years of experience managing cross-functional teams and 5 years in a commercial role, demonstrating commercial savvy.

- Possess relevant hands-on technical experience and an understanding of the product portfolio.

- Demonstrate knowledge of shop processes and work order execution processes.

- Have a broad understanding of the aerospace market and component trading within the subject area.

- Master both Dutch and English language, with IPMA-D and Lean Six Sigma Greenbelt being desirable certifications.

Aanbod

- Up to 5000 euro salary.

- Enjoy flexible working hours and the option to work from home with a hybrid setup.

- Generous vacation package: 27-29 holiday days + 13 ADV leave days annually (for full-time employees).

- Thrive in a dynamic, international working environment.

- Receive a company laptop and phone to support your work.

- Get an exclusive inside look into the cutting-edge world of aviation.

- Plenty of opportunities for both professional and personal growth.

- Work with a team of fun, enthusiastic colleagues (we promise, we're not biased)!

Solliciteren

Do not hesitate to send your CV to and you will hear from us in the best delays!