Resolution Manager

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Job Description:

Satair is looking for a Resolution Manager to join our AOG department based in Herndon VA.

The Resolution Manager provides first level support to the AOG Customer Resolution Specialist (CRS) team to help ensure a high level customer satisfaction. Work under high pressure in an intensive environment and responsible to run the AOG Desk operations and support escalated AOG events and order management.

Meet the Team:

As part of a multifunctional environment team you will collaborate with Supply Chain Product Management Transportation & Logistics and the Airbus Manufacturing and Engineering Teams to identify and drive solutions which allow customers to effectively manage their aircraft fleet and operations.

Your Working Environment:

The Washington D.C. metro area is home to multiple Airbus offices: In our nations capital you will find the Airbus Experience Center a collection of interactive multimedia exhibitions highlighting the extensive role the company plays in the aviation aerospace and defense industries in the U.S. and around the world. The D.C. area is also home to our regional corporate headquarters located adjacent to Washington Dulles International Airport (IAD) - it makes flying in a breeze!

How We Care for You:

• Financial Rewards: Competitive base salary incentive compensation which may include profit sharing schemes retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (ESOP)

• Work/Life Balance: Paid time off including personal time holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans) prescription dental vision life disability Employee Assistance Plan (EAP) and other supplemental benefit coverages.

• Individual Development: Upskilling and development opportunities through our global Leadership University including unlimited access to 10000 e-learning courses focusing on ways to develop your employability certifications career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your Challenges:

Operational Supervision 50%:

• New hire: Contribute to recruitment process selecting candidates interviews and onboarding.

• Coordinate ensure and conduct training for new hires.

• Shift schedule: Create maintain and ensure coverage for the AOG team covering 24/7.

• Be a part of the shift rotation when needed.

• Identify team members with performance improvements and development needs.

• Support managers with performance improvements initiative.

• Act on behalf of the manager during their absence

• Ensure work procedures and policies are adhered too and provide team guidance review operational workload and daily task allocation

• Ensure the board and the Open order Book is worked and maintained at all times.

• Ensure daily operations are organized by assigning clear tasks and setting expectations to the CRS.

• Ensure the workflow is monitored at all shifts and maintained.

• Review prioritize balance workload and allocate tasks among the team.

• Identify customer escalations and need for action by taking the lead cross-functionally (Engineering Quality Procurement Sales Warehouse and Transportation).

• Have a strong knowledge in technical documents as well as the SAP transaction used in the daily work flow.

• Collaborate with various global Satair and Airbus organizations in providing customer service and product support to ensure the customers needs are met. Will interface with various external and internal groups including material supply chain procurement sales finance and engineering.

Process projects and continues improvement 10%:

• Conduct process audits review of Freshdesk responses and develop lessons learned in order to elevate team performance and propose recommendations for continuous improvement.

• Perform workload and performance analysis and produce KPIs and provide managers with improvement solution recommendations

• Proficient in analytics. Ability to utilize data analytics to identify trends drive business improvements and solutions.

• Assigned to dedicated strategic projects.

• Support collaborative efforts between Supply Chain Sales & other stakeholders.

Additional responsibilities 40%:

• Be able to perform all duties of a Customer Resolution Specialist (CRS) such as:

• Provide back-up assistance and support fellow team members in the Customer Resolution Services department when necessary to process customer orders quotations and general logistics to meet customer expectations.

• Perform other duties as assigned

Your Boarding Pass:

• An Associates Degree in Business Sales Administration or a related field or an equivalent combination of education and experience is required.

• B.A. / B.S. in business engineering communications or related fields is preferred.

• 2 years of leadership experience / leading a team.

• 2 years of data analysis experience in a similar sized organization.

• Previous aviation or logistics experience preferred.

• Strong command of English written and verbal.

• Knowledge of other languages (Mandarin German French Spanish etc.) would be advantageous.

• Advanced Google Suite Skills ( Docs Sheets Slides Forms ...)

• Intermediate knowledge of SPEC 2000/Aeroxchange desired.

• Authorized to Work in the US

This position supports a 24 Hour 7 Days a week 365 Day a year onsite operation. This includes holidays and weekends. The AOG Resolution Manager (RM) will be required to work 5 days and support the 2nd shift with the flexibility to rotate to 1st shift to support business continuity if necessary (i.e. vacation coverage)

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

Pay range based on the required profile: $72000.00 - 89000.00/year. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills experience and other relevant factors. This position offers the following benefits: Medical insurance Dental insurance Vision insurance Prescription insurance Employee Assistance Program Flexible Spending Accounts Health Savings Accounts Basic & Voluntary Life and Accidental Death & Dismemberment insurance Short and Long-term Disability insurance 401(k) Paid time off including paid holidays Tuition Assistance Bonus(es) subject to performance criteria. These are our current benefit offerings for the current plan year and are subject to change without notice.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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