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Job Description:

Satair is looking for a Head of Customer Resolution Services to join our team based in Herndon, Virginia.

In this role you will ensure department wide availability and timely delivery of customer order support related activities. Ensure operations are measured and processes adapted to meet targets. Balance daily workload in department, mentoring and developing staff and  performance management. 

Meet the team:

You will get an exciting job in an innovative, growing, global company with a world-class service ambition. Our culture is non-bureaucratic, with a hands-on professional approach and customer-centric mindset. What we do is so much more than distribution, support and service; we deliver excellence when it’s needed and where it’s needed, so people all over the world can connect.

Your working environment:

The Washington, D.C. metro area is home to multiple Airbus offices: In our nation’s 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 10,000&43; 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:

Primary Responsibilities: 

• Manage the department’s staffing needs in connection with staff holidays, flex time and working hours

• Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling

• Create a safe and trustful environment with focus on a speak up culture and constructive feedback. 

• Participate in external top/key customer meetings/escalations

• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance

• Administer and manage onboarding of new employees and upskilling of existing employees based on processes in Symbio

• Conduct employee development talks and plans. 

• Spot talents and guide them towards the desired career path

• Implement and maintain LEAN in department

• Implement collaborative efforts between ASO departments, Commercial & other relevant stakeholders where necessary

• Optimize Satair business procedures through Satair’s IT systems

• Measure, develop process/efficiency improvements and track operational performance based on KPI analysis

• Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development; on-board and train newcomers

• Establish and ensure reporting of agreed KPIs both internally and externally

• Participate in and prepare employees for Audits

• Manage customer allocations based on workflow analysis and customer segmentation.

Additional Responsibilities:      

• Participate in external top/key customer meetings/escalations

• Participate in periodic functional and cross-functional activities (eg.. projects, meetings etc) 

• Maintenance and development of the customer service quality level

• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance

• Other duties as assigned

Your Boarding Pass:

Education:

Required

• Bachelor in Business Administration, Supply Chain, Logistics or Production required 

Experience:

Required

• 10&43; years of leadership experience within a similar sized organization

Preferred

• Shipping and/or aviation knowledge is an advantage

• Customer Service experience is an advantage

Travel Required: 

•  Up to 20 Domestic and International

Citizenship: 

•  Authorized to work in the US

Qualified Skills:  

Knowledge, Skills, Demonstrated Capabilities:

Required

• Proactive, customer oriented attitude and working style for internal stakeholders and customers 

• Proactively take initiatives to ensure customer satisfaction 

• Flexible, able to work under pressure with tight deadlines and successfully deal with unexpected situations / topics

• Ability and willingness to work in a fast-paced environment

• Ability to balance and align varying interests of stakeholders

• Good dispute resolution skills

• Service minded, flexible and cooperative

• Structured in your way of working and superior communication skills

• Presentation, communication and Stakeholder management skills

• Diplomatic sense and open/‘out-of-silo’ mind-set, ability to build successful relations across functions and with internal and external stakeholders

• Intercultural understanding

• Analytical skills

• Basic Change Management skills

Communication Skills: 

Required:

• Fluent English (oral & written)

Technical Systems Proficiency:

Required:

• PC literacy, including word processing, spreadsheets and databases

• Technical and process oriented background with the ability to understand and interpret technical documentation 

• Experience working with SAP and Freshdesk  is an advantage

Complexity of the Role:

• Lead teams across 2 channels

• Order handling within priorities AOG, WSP, RTN, HMM

• Leader of 5 Managers, total span of control: 95 employees

• Global Leadership set-up

• 2 sites (PTC, WAS)

• Leading our 2 AOG teams 24/7-365 

• Significant stakeholder management requirements

Level of Decision Making:

• Regionalization -and execution of - Global CRS strategy. 

Organizational information:

This position is a leader of Managers, with 5 direct reports and a total span of control of 95 employees. Directly reporting to global HO Customer Resolution Services. Locally in the Americas there is a dotted line to HO Operations Americas. 

Nature of Contacts:

• Broad internal stakeholder management 

• External customer communications

• Customer meetings

• Customer events

Physical Requirements:

• Onsite or remote: 60/40 ​

• Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings.

• Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms. [please list frequency—if cannot list an actual percentage of time, then specify daily, several times a week, several times a month, at least once a month, or a similar descriptor]

• Speaking:  able to speak in conversations and meetings, deliver information and participate in communications.

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.

• Lifting:  able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.

• Pushing / Pulling:  able to push and pull small office furniture and some equipment and tools.

• Sitting:  able to sit for long periods of time in meetings, working on computer.

• Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on production floor.

• Travel:  able to travel independently and at short notice.

• Walking (include routine walking such as to a shared printer to retrieve documents):  able to walk through office and production areas including uneven surfaces.

• Personal Protective Equipment required:  Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visit, appropriate hearing/eye protection may also be required when visiting the shop floor.

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.

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

Company:

Employment Type:

Experience Level:

Remote Type:

Job Family:

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Job Posting End Date: 06.30.2025

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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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