Customer Support Officer, Aviation IT System

Degree holder in Aviation Management

• Time management, well organized
• Customer satisfaction mindset oriented.
• Able to work with autonomy
• Communication Skills
• Team Working
• Negotiation Skills
• Manage customer orders and service requests via aviation IT platforms (e.g., FHS TMT, Satair, SAP, or other proprietary systems) in alignment with contractual lead times and service KPIs.
• Respond to urgent part requests from airlines, coordinating part sourcing and delivery using inventory and logistics data from integrated IT systems.
• Monitor real-time system status and inventory health to anticipate and prevent operational disruptions.
• Ensure end-to-end traceability of all service requests by accurately recording each process milestone in aviation IT tools.
• Act as a system-oriented liaison between customer support, procurement, logistics, and repair teams to ensure service continuity.
• Proactively assess and propose alternate sourcing strategies during AOG/nil stock scenarios, using system analytics and demand visibility.
• Prepare and share backlog and performance reports with customers and stakeholders, ensuring system data is always updated and consistent.
• Conduct root cause analyses in IT systems for orders exceeding service levels, and support digital process improvements.
• Support internal planning and backlog review meetings using data insights from aviation IT tools.
• Escalate systemic issues or IT data inconsistencies that may impact service delivery, ensuring alignment with internal stakeholders.
• Actively participate in the digitalization of customer service operations by suggesting enhancements to existing IT processes or tools.
• Adhere to data quality standards in all system inputs to support performance metrics and audit readiness

Annual leave, EPF, SOSCO, Medical etc.