About the Role
As a primary liaison for assigned airline customers, you will handle all technical and commercial matters related to the company engine programs. You will manage the day-to-day relationship with customers, ensuring fleet performance, executing contracts, and resolving issues while representing the customer's voice internally.
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Site Overview
With over 40 years in the United Arab Emirates, the company operates out of offices in Abu Dhabi and Dubai Airport Freezone, along with an On Wing Support Center. We also have partnership engineering, testing, and Maintenance, Repair, and Overhaul facilities throughout the country, including the Middle East Technology Center, which focuses on solutions for the region's hot and harsh environment. Our workplace culture emphasizes respect for individuals and a commitment to community through grants and philanthropic efforts.
Responsibilities
- Act as the primary point of contact between the customer and the company for technical, commercial, and operational issues concerning the engine fleet (GEnx, GE90, GP, GE9X).
- Lead a cross-functional customer team coordinating engineering, MRO, supply chain, and commercial stakeholders to resolve customer needs.
- Manage day-to-day airline operations, including fleet health monitoring, AOG support, and escalation management.
- Own contract administration of Contractual Service Agreements (CSA), overseeing scope, billing accuracy, entitlements, and supporting renewals/negotiations.
- Drive fleet management activities such as shop visit forecasting, induction planning, turnaround tracking, and ensuring spare engine/parts availability.
- Identify and lead process improvement initiatives utilizing Kaizen and Lean methodologies to enhance customer satisfaction and operational efficiency.
- Prepare and present performance reviews, such as MOR/QBR-style updates, covering KPIs including reliability, delinquency, and contract health.
- Build long-term trust with customers through proactive communication, transparency, and reliable follow-through on commitments.
Required Qualifications
- For roles outside of the USA: Significant experience in Services & Customer Service Management is required. Knowledge level should be comparable to a Master's degree from an accredited university or college or a high school diploma with relevant experience.
- For roles in the USA: A Master's degree from an accredited university or college, or a high school diploma/GED with at least 6 years of experience in relevant Job Family Group(s)/Function(s).
Desired Characteristics
- Strong oral and written communication skills.
- Strong interpersonal and leadership skills.
- Proven ability to analyze and resolve problems.
- Demonstrated capability to lead programs and projects.
- Proficient in documenting, planning, marketing, and executing programs.
- Established project management skills.
Additional Information
- Relocation Assistance Provided: Yes
