Job Description:
As the advocate of the Customer within the Rolls-Royce organisation, the Senior Service Representative will build a strong relationship with the Customer, providing operational support to deliver the best solution to overcome any issues, and avoid disruptions through an awareness of the fleet providing prompt, proactive support driving outstanding levels of Customer Satisfaction.
The Senior Service Representative will provide support and inputs to all functions and services lines to deliver the Customer fleet and campaign plan, and update the organisation on how our products are performing in service, whilst striving to improve the Customer experience over the lifecycle. The Senior Service Representative will report to Customer Operations Managers and will support the operational request and escalations in region.
Tasks:
Provide 24/7 support of customers promoting timely resolution of issues by communicating through the appropriate IT systems and channels.
Develop a close working relationship with the customer at all levels to facilitate communication of key business messages to the customer and collection of customer data.
Identify potential issues with products and services to enable them to be proactively managed.
Monitor warranties and guarantees and airline debt, reporting any significant trends.
Provide customer business forecast inputs, fleet plans and shop visit plans.
Identify potential product and services sales opportunities for Rolls-Royce within the airline’s business.
Be able to represent the Rolls-Royce position to a Customer and uphold that position in challenging circumstances.
Provide support of new product introduction and in preparing customer readiness for the receipt of products
Capable to take duty phone as per on-duty roster to handle operational issues out of office working hours
Skills requirement:
Have experience of working in a Customer facing environment and ideally be educated to degree level in a relevant discipline or equivalent.
Have a good understanding of Rolls Royce’s strategy and business objectives.
Have a technical and / or services background and experience of working with turbine engine, their operation and functionality plus familiarity with airline operator’s line maintenance practices and regulations.
Be customer focused.
Be IT literate.
Be a clear, concise communicator.
Be well organised with a proven ability to plan and prioritise to achieve on-time delivery.
Good business acumen and ability to deal with ambiguity in a changing fast paced environment.
Be culturally aware.
