Customer Programs Manager – TEB 1289
客户支援项目经理—TEB 1289
Actively monitors Falcon customer maintenance events at Shanghai Hawker Pacific (SHP) and other service centers as required to ensure a high standard of technical quality and overall customer satisfaction. Ensures the technical personnel supported by DFJ are deployed effectively and efficiently and that SHP Service Center technical personnel learn best Falcon technical practices. Works with SHP Management to ensure the best possible maintenance experience for the customer and provides input on technical and procedural items to support SHP becoming a respected center of maintenance excellence for Falcons in China. Works with SHP and other service centers as required on behalf of the customer to avoid potential disappointments and escalates any customer relationship concerns to the Director, Customer Service, Asia, as necessary.
负责上海霍克太平洋（霍克）或其它服务中心猎鹰客户的飞机维修工作，确保提供高质量的技术服务，满足客户的所有需求；保证及时高效地指派达索猎鹰公务机技术人员为客户提供技术服务，并帮助霍克服务中心的技术人员较好地了解猎鹰的技术；同霍克服务中心的管理人员一道为客户提供最好的维修服务，为使霍克服务中心能成为中国值得客户信任的优秀猎鹰维修服务中心在技术和程序方面提出合理化建议；应客户要求，代表客户与霍克及其他服务中心进行沟通以消除客户的不满，必要时向亚洲客户服务总监反映客户的需求。
Responsibilities
工作职责
Plans and monitors the activities needed to develop a high quality maintenance experience for Falcon customers within the Service Network
在维修中心网络中为猎鹰客户计划和跟进维修工作，保证客户获得高质量的维修服务。
Develop policies and processes to ensure consistence maintenance quality and expertise is retained in the Service Center for the long term
优化相应管理制度及工作流程，以确保维修质量的一致性及专业水平。
Monitors the results of the Service Center training program as it relates to Falcon products and provides feedback to the Director, Customer Service – Asia, Service Center management and DFJ Customer Service management
监督与猎鹰产品相关的服务中心培训项目，并就该等项目的培训成果向亚洲客服总监、服务中心的管理层及达索猎鹰公务机公司管理层汇报、反馈。
Highlight any missing training or tooling required to perform efficient maintenance on the Falcon products in China
寻找在中国地区对猎鹰产品进行有效维修所需的人员培训或工具装备。
Working on behalf of the Customer, coordinate with Service Center management to identify and resolve any issues that may impact the overall customer satisfaction with respect to the services provided by the facility
代表客户与服务中心管理层进行协调，发现并解决可能会影响客户对服务整体满意度的问题。
Represent the interests of the Customer and Dassault Falcon in conversations with Service Center personnel
代表客户及达索猎鹰的利益，与服务中心人员进行沟通。
Formulates customer feedback and communicates new concepts regarding procedures, facility improvements, processes and information to ensure customer satisfaction objectives are continually met
形成客户反馈并与其就关于程序流程、设施改善，及信息资料相关的新想法进行沟通，以确保“顾客满意”这一目标得以长期实现。
Support the promotion and growth of the Service Center program to attract regional customers
支持服务中心项目的推广和增长，以吸引该区域内的猎鹰客户。
Utilize the Dassault Falcon customer relationship management tool, “Siebel” to capture significant technical findings and record items relevant to the customer’s experience with Dassault Falcon and its service providers
利用达索猎鹰的客户关系管理工具“Siebel”管理重大技术问题，并记录客户获得的达索猎鹰及其服务供应商的工作内容。
Participates in the pre-arrival, customer arrival briefing and departure debrief meetings
参与客户到场前、进场时及离场时的见面会。
Perform other duties as required by Dassault Falcon management
根据达索猎鹰管理层的要求履行其他职责。
Required Qualifications
职位要求
Minimum of five (5) years of experience working in an aviation maintenance or engineering role
5年以上航空维修或工程职位工作经验
A recognized technical qualification, e.g. mechanical or technician license such as FAA, CAAC or other foreign equivalents OR Associates degree in aircraft maintenance or maintenance management
具备技术资格，如美国联邦航空局、中国民航总局的机械或技术员执照，或其他与之相当的外国当局颁发的技术资格；或，具有大专（AA）以上飞机维修或维护管理专业学历
Fluent in both Mandarin and English
可流利使用普通话及英文
Proven ability to work and communicate effectively with managers, supervisors, technicians and customers in a professional manner
具备与经理、主管、技术人员及客户进行专业有效沟通的能力
Proven ability to organize, manage and direct complex projects
具备组织、管理及指导复杂项目的能力
Business aircraft service experience is desired
公务飞机服务经验
Preference will be given to candidates with prior Falcon maintenance experience or customer service experience
优先考虑具有Falcon维修或客服经验的候选人
An FAA A&P license or pilot license preferred
优先考虑具备美国联邦航空局FAA 颁发的A＆P执照或驾驶员执照的候选人
To be considered, resumes MUST INCLUDE salary requirements and job title. E-mail English and Chinese resumes to resumes@falconjet.com.
有兴趣者请将中英文简历发送至 resumes@falconjet.com. 邮件中必须注明应聘的岗位名称及薪资要求。
