Manager Customer Support - Component Services

As our Customer Support Manager, you are responsible for the daily management of our customer support department covering various locations and programs. You will assume accountability for work delegated to your team-members to ensure performance in accordance with service levels towards the customer. You drive performance (OTD%, GM%, Quote hit rate) via operational management and continuous improvement, including performance reporting towards internal and external stakeholders. You will represent your team in (cross) departmental meetings/events and actively engage with Operations, Programs and Commercial stakeholders to maximize the operational performance of the Component Services business.

You will be an active member of the Component Services team at Hoofddorp and Schiphol. You will report to the Head of Programs. You will manage a team of approximately 15 Customer Support Representatives whilst having a full knowledge of the ERP and sales process in order to drive process improvement and/or back up some of your team members. You will work closely with the team of Program Managers, Product Managers, as well as the Head of Production and Supply Chain Leads.

Lead towards business goals by organizing, prioritizing, and planning the team’s work while taking accountability for delegated tasks to ensure performance and results. Represent the voice of the customer to drive satisfaction and build strong relationships, maximizing revenue and gross margin within operational boundaries. Perform analyses to identify opportunities for improving OTD%, GM%, and quote success rates, translating insights into concrete actions. Deliver performance reports (KPI and PI) for both internal and external stakeholders and represent the team in cross-departmental meetings such as Case Management and Customer Program Reviews. Actively engage with Operations, Programs, and Commercial stakeholders to enhance performance using market intelligence tools and product analytics. Serve as the first point of escalation for internal stakeholders like Sales, Program & Product Managers, MRO Operations, and external stakeholders, including customers and suppliers.

Support team members and external stakeholders by navigating and improving systems, policies, and processes, while coordinating new account and contract implementations. Act as a backup for team members when workload demands it and promote continuous improvement by facilitating CI initiatives and encouraging the team to identify and implement improvements. Ensure the annual completion of the Performance Development Process Cycle for the assigned team and lead by example in adhering to the organization’s export compliance and quality policies. Maintain a balanced presence at both locations in the Netherlands to regularly engage with the teams in person.

• An HBO degree, or equivalent, in a technical/commercial discipline;
• A minimum of 3 years relevant work experience in managing (cross functional) teams;
• A minimum of 5 years relevant work experience within a commercial role (demonstrated commercial savviness);
• You have excellent communication and stakeholder management skills;
• You are an excellent negotiator;
• You have relevant (hands-on) technical experience to be a trusted advisor to our customers;
• You have excellent analytical skills and are data driven and proficient in using MS Excel, PowerPoint and Power BI.
• You have experience in continuous improvement projects and optimizations;
• You have demonstrated knowledge of Customer Support Processes;
• You have a broad understanding of the aerospace market and component business within subject area;
• Lean Six Sigma Greenbelt (desirable).
• You master both the Dutch and English language in oral and written communication