Customer Support Lead - Material Services

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How you keep the engine running with us

As our Customer Support Lead you will be responsible for our Material Services Customer Support team in Hoofddorp. This team consists of 7-10 Customers Support Representatives who have various experiences and backgrounds.

The Head of Programs will be your manager and coach.

As our Customer Support Lead, you are responsible for the daily planning, operation and organization of the MS customer support team. You will assume accountability for work delegated to your team-members to ensure performance in accordance with service levels towards the customer. You serve as the first point of escalation for internal stakeholders like Sales, Program Managers, Supply Chain Management and Logistics, and external stakeholders, including customers and suppliers.

You will work closely with the Customer Support Leads at our other locations in Singapore and Woensdrecht.

In addition, you are responsible for, among other things:

Delivering performance reporting on KPI’s (On Time delivery, First time right, quote hitrate) for your team and maximize revenue and gross margin within the operational boundaries set.
Representing your team in (cross) departmental meetings/events and actively engage with Operations, Programs and Commercial-stakeholders to maximize the operational performance of the Material Services business.
You will work on standardization of the work processes, ensure an efficient and steady customer account division amongst the team and organize meeting structures.

How you are valuable to us

You are a Customer Support Lead who is action oriented and communicates effectively. You actively seek out advice and bring together different stakeholders and views to define a solution when tackling new problems, using both successes and failures as learning. You thrive in a work environment where not everything is set in stone yet. For this role it’s important that you have a great interest in the aviation business.

In addition, you have:

A completed HBO education, or equivalent, in an technical or commercial discipline.
Relevant work experience in managing cross functional teams.
Knowledge of customer support processes.
Experience in working with Lean principles and driving continuous improvement.
Knowledge of MS Excel and MS Powerpoint.
Relevant commercial experience in a similar role.

Employee Quote

As one of the major independent players in the aerospace industry, we handle a diverse range of aircraft types. From commercial airliners to specialized military vehicles, each kind of vehicle finds its way to us, making our work both varied and challenging

Danny Vos
Aircraft Mechanic

Employee Quote

We consider diversity and inclusion incredibly important; we believe that everyone deserves a fair chance. As the saying goes, diversity is being invited to the party, inclusion is being asked to dance as well. This is what Fokker Services Group stands for

Didier Soesman
Talent Aquisition Consultant

Where you will be working

With over a century of experience, innovation, knowledge, and expertise flow through our veins. Our cross-departmental approach and customized solutions leave a mark on the future of aerospace innovation. With our warm culture, we are more than just colleagues; we are a team of friends dedicated to both enjoyment and development. This passion and continuous improvement are what make our employees commit to Fokker Services Group for the long term.

We are pioneers with courage. It's no coincidence that we are a global player in aircraft maintenance and development. With passionate colleagues, we work on the most innovative and advanced solutions to make the aerospace sector more sustainable and efficient. We continue to push the boundaries of what is possible, ensuring that aircraft remain where they belong: in the sky!

What we offer

A competitive salary commensurate with your knowledge and experience;
27-29 holiday days and 13 ADV leave days per year (when working full-time, 40 hours);
A challenging international working environment;
Professional and personal growth opportunities and a lot of autonomy;
Company laptop and phone;
An insider's look into the innovative world of aviation;
A lot of room for professional and personal growth;
Fun colleagues (trust us, we're not biased).

Ready for take-off?

How we fly through your application

The telephone interview

Our recruiter will get in touch with you. Immediately providing the opportunity to make each other's acquaintance.

Initial on-site interview with your prospective manager and a team member

Now's the time to really get to know each other. We look forward to meeting you at our office where we can engage in an in-depth conversation with you.

Second on-site interview with your prospective manager

Time to get down to the business in hand. You and your prospective manager will delve deeper into the salient points relating to your possible new job and discuss any future ambitions.

Screening

ITAR screening is applicable for some positions. Should this be the case, you will be informed in due course.

Job offer

Yes please! If both parties are equally enthusiastic, an appropriate job offer will be forthcoming in fitting with the position and your level of skills.

Apply now