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Airline Care Coordinator (Contractor) (001797) in Nyon at Inmarsat

Date Posted: 3/21/2018

Job Snapshot

Job Description

Primary role purpose:

This is a key, Business Aviation facing, role with a large range of responsibilities.

You will be the face the customers (airlines or value added resellers) for the technical matters during in commercial service in coordination with the Account Manager, including performing first level of technical analysis as well as coordinating actions internally and ensuring follow up on actions. You will follow the performance, ensure regular review with the customer, define action plans when required and keep records of problems that affects the fleet or customer you are responsible for.

You are required to switch from a technical and analysis perspective to handle investigations (by yourselves and in coordination with other teams); to a non-technical and synthesis perspective to create a clear picture to your customers’ counterpart.

You will be providing a key coordination role between the Airline customers and the Inmarsat Aviation Business Unit, as well as other Inmarsat entities.

You will also be part of a team. This means that you will share your knowledge and findings with your team in order to be efficient together, and to be able to act as a back-up during each other leaves.

Job Requirements

Key Responsibilities:

Acting as the primary escalation point for your customers, you will:

  • Manage their technical enquiries, providing prompt response and follow up.
  • Ensure a first level of troubleshooting, coordinate with internal parties (Operations, Field Service Representatives, Design) and track resolution.
  • Understand technical issues in order to identify them during your analysis, and explain them simply to the customers,
  • Transition with program management when new fleets or new platforms enter in commercial service,
  • Timely deliver reporting including relevant comments based on coordination with Operations and Field Service Representatives,
  • Organise review with the customers at regular interval, and visit them from time to time,
  • Monitor the performance of the fleets you are responsible for,
  • Identify and propose improvement plans, and insure their follow up (deployment status and impact on the performance),
  • Follow up internal action plan and emphasize their benefits to the customer,
  • Track Change Requests from your customers, reporting them internally in order to get a 360 impact assessment and costing.
  • Document investigation procedures allowing to monitor new systems or identify new know issues in cooperation with the Operations team,
  • By your understanding of the existing problems, you contribute to report new occurrences of known issues to improve their understanding; you know when to ring the bell because a new major issues are discovered / suspected; track issue resolution.
  • Represent the Customer Care team during some transversal meeting (e.g. CAB with a supplier) and share the outcome with the other members of the team who could be affected.
  • Be the voice of your customer and their passengers during internal meetings.
  • Based on the activity of our call centre, deliver to the Airline a synthesis of the passenger care.

Essential Knowledge and Skills:

  • Aviation industry experience preferably within business aviation.
  • Clear and concise communication skills; ability to articulate technical material to both a technical and non-technical audience.
  • Previous experience liaising with Airlines.
  • Previous experience liaising with Value Added Resellers, Distribution Partners and OEM’s would be a plus.
  • Excellent inter-personal and communication skills with the ability to build relationships at all levels.
  • Ability to work under pressure against short timescales.
  • Available and willing to travel worldwide.
  • Quick thinking and delivery focused with a meticulous attention to detail.
  • Accustomed to working in cross-functional teams.
  • Excellent organisational/project management skills with the ability to multi-task.
  • Ability to synthetize topics to explain situation, write requirements or document processes.

Desirable Knowledge and Skills:

  • Understanding of mobile satellite or cellular industry
  • Experience of working in a wholesale environment with channel partners
  • Prior experience in a partner management role within the aviation industry



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