• référence : 19/10-C
  • nature du contrat : CDI
  • lieu : Toulouse
  • date de début : ASAP

position summary:

The jobholder is in charge of a customer's portfolio and is the focal point for all warranty issues. He/she is responsible to:
  • Manage Customers’ warranty claims from  different perspectives including a thorough technical analysis of the matter, compliance with contractual commitments and internal policies, recourses against vendors
  • Administrate Warranty remedies (Spares, Repairs, SBs, specific policies,…)
  • Communicate with airlines on their warranty rights, applicable procedures, available tools and events
  • Ensure the best possible balance between customer satisfaction and ATR interests

main responsabilities:

  • Liaise with Airlines, MROs, OEMs to fix warranties issues
  • Interface with Engineering, Customer Support Directors, Supplier Support Management team, Program, Quality
  • Build well-substantiated replies to Warranty claims in the shortest time,
  • Liaise with internal services determine the most efficient answer to Customers and instruct services to act accordingly
  • Negotiate with Customers to reach an agreement any time the situation requires
  • Foster recurrent issues solving and launch accurate actions
  • Evaluate retrofit solution through a dedicated business plan
  • Contribute to maintain warranty costs within budget
  • Identify, escalate and mitigate risks on warranty, and commercial gestures in a timely manner
  • Ensure correct budget allocation
  • Establish and maintain a sound business relationship with the Airline
  • Be open to and monitor customer needs and requirements
  • Meet new Customers prior to entry into service if required and existing customers to review outstanding warranty issues
  • Establish Purchase Orders and release payments in relation to contractual commitments
  • Be an active contributor in the following domains:
    • Warranty events (training, symposium...)
    • Communication welcome kit (warranty brochures, booklet, newsletters...)
    • Continuous improvement of our on-line tools & streamline of processes
    • Evolution of the standard warranty clauses in connection with market evolution and customers' needs
    • Improve customer satisfaction through feedback, defining & implementing customized action plan

key skills / key personal attributes / experience required:

  • Aeronautical knowledge,
  • Business/Contract Management and/or Engineering background
  • Customer oriented mind-set
  • Fluent English (ability to negotiate and defend ATR position in English both in writing, on the phone and facing the customer), additional languages will be seen as an advantage
  • Good presentation, communication & negotiation skills
  • Ability to adapt to different IT tools
  • Pro-activity, curiosity
  • Assertiveness
  • Problem solving attitude
  • Team minded
You are recognized for being dynamic and autonomous, for your ability to work under pressure, to take initiatives and for your persuasion skills.
You are able to work both individually and in multi-functional team within a multi-cultural environment.
ATR is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.