Resolution Manager

About the role

The AOG Resolution Manager (RM) supports a 24 Hour, 7 Days a week, 365 Day a year onsite operation. This includes holidays and weekends. The AOG 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).

Responsibilities

• Operational Supervision 50%
• New hire: Contribute to recruitment process, selecting candidates, interviews and onboarding.
• Career Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ 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.
• Process Audits: Conduct process audits, review of Freshdesk responses and develop “lessons learned” in order to elevate team performance and propose recommendations for continuous improvement.
• Workload and Performance Analysis: Perform workload and performance analysis and produce KPI's and provide managers with improvement solution recommendations.
• Process 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 KPI's and provide managers with improvement solution recommendations.
• Customer Service 40%
• Operate as a first line support to the AOG Customer Resolution Specialist (CRS) team to help ensure a high level customer satisfaction.
• Support the CRS team in running the AOG Desk operations and support escalated AOG events and order management.
• Collaborate with various global Satair and Airbus organizations in providing customer service and product support to ensure the customers' needs are met.
• Interface with various external and internal groups, including material supply chain, procurement, sales, finance, and engineering.
• 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.

Requirements

• 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.

Qualifications

• Authorized to Work in the US.

Skills

• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in analytics.
• Ability to utilize data analytics to identify trends, drive business improvements and solutions.

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

Pay

$72,000.00 - 89,000.00/year.

Schedule

24 Hour, 7 Days a week, 365 Day a year onsite operation.

Company

Satair USA, Inc.