GKN Team Lead Customer Support in Hoofddorp, Netherlands

Team Lead Customer Support

Country: Netherlands

Work Location: Hoofddorp

State: Not Specified

Advertising End Date: Not Specified

Job Type: Regular

About The Opportunity

Fokker Services B.V., part of Fokker Technologies and GKN Aerospace, is an international aerospace service provider with over 900 employees working from branches in the Netherlands, the USA and Singapore. Our ambition is being the world's most innovative aerospace service provider of affordable and reliable availability solutions to airlines, OEM's and MRO's. Capabilities include Component Availability Programs, Flight Hour based Component Repairs, Engineering and Documentation Support and Airframe Maintenance, Modifications, Conversion and Completion capabilities. Today, Fokker Services has earned its position as unique and valuable partner for the global aerospace industry, supporting a large fleet of various aircraft types, commercial and military. Key military aircraft types include the NH-90 and F-16.

Key Responsibilities

To lead an international support team, we have a position for a Team-lead Customer Support. The person is responsible for technical, logistical and commercial support for the Belgium Defense NH-90 customer, and ensures successful execution and closing of in-service support contracts. You operate in a dual-hat role (named: ‘Variant Support Leader’) within our international joint venture NHIndusties, a partnership that consists of Fokker, Airbus Helicopters and the Leonardo Helicopters Division.

You are responsible for:

Amongst others, the position encompasses;

  • Management of account, contracts and customer service;

  • Focal point and interface for customer support and product support disciplines to assure any contractual (power by the hour) obligations & deliverables;

  • Enforcing and leading the international support team that consists of technical and logistical specialists, in customer on-site and off-site locations (5fte);

  • Accountability for the support contracts execution in terms of revenue, efficiency, on-time and on-quality products and services;

  • Administrating contractual performances and deliveries (such as fleet availability, flight hour rates, mission reliability, spare parts deliveries, and others). In a pro-active manner to ensure a correct cash flow;

  • Operating in a dual-hat role and part of a global support community within our international partnerships agreement (NHI) while keeping responsibility over tasks allocated to you within Fokker;

  • Coordinating projects to support customer operations with support of our international partners and their various departments;

  • Promoting additional NH90 products and services, leading and supporting various disciplines in the construction of support offers, tailored to your customer needs;

  • Business improvement, Risk management, economical follow-up and escalation to management whenever the situation requires;

  • Advanced stakeholder management; utilizing your influence and international network to ensure and maximize customer satisfaction for your account, up to and including senior military officers, and director level within partners.

Your skills and competences are:

  • You will have a bachelor or master's degree in an Aeronautical field or similar, with at least 5 years working experience in Aerospace & Defense or another relevant sector;

  • Preferably you will have gained significant experience in a customer support role and understand the aircraft maintenance- and support business;

  • The ideal candidate has previously dealt with the Defense organizations, worked internationally, and has experience as a team lead;

  • You must be stress resistant and able to work in a political environment;

  • You should be able to communicate and act continuously on both senior managerial and operational level;

  • Frequent travelling within to locations in Belgium, and partners in Europe is required;

  • Naturally you must master the English and Dutch language. French is of additional benefit;

  • Because of the complexity of the program, you consider the position as an investment in your career and are willing to commit yourself for a period of at least 3 years;

  • We expect you to be able to learn fast, work independently and build team spirit.

In return we offer you:

We offer an innovative and international environment working with both state of the art technology as an organization with a rich history in the field of aircraft manufacturing and services. Our organization has a passion for technology and our staff are rightly proud of what they develop and build. Within our organization, you will get every opportunity to build your career and personal development. We offer you an attractive package including a salary in line with industry standards, an annual profit related payment and 40 days of leave.


For questions regarding the recruitment procedure, please contact Sandra Muijderman, HR Consultant (+31 88 62 80803). For more information regarding the position, please contact Dirk Hanenberg, Manager Customer Support a.i. (dirk.hanenberg@fokker.com).

About Us

GKN is a global engineering business. We design, manufacture and service systems and components for most of the world’s leading aircraft, vehicle and machinery manufacturers. We are continuously evolving, pioneering new technologies and reinventing existing ones, stretching ourselves to better in everything we do. GKN operates three divisions: GKN Aerospace, GKN Driveline and GKN Powder Metallurgy employing 56,000 people in more than 30 countries.

Fokker Technologies, founded by aviation pioneer Anthony Fokker in 1919, was acquired by GKN Aerospace in 2015.

Fokker’s outstanding people and technologies are now fully integrated into the GKN Aerospace business. The result is a stronger GKN Aerospace business with enhanced market leadership positions, increased exposure to key growth platforms, a more comprehensive global manufacturing footprint and stronger technological offerings. Fokker’s industry-leading capabilities in aerostructures, electrical wiring systems, landing gear and services now sit within GKN Aerospace’s market-leading capabilities.

Diversity and Inclusion

As a global engineering company, innovation is what differentiates us from our competitors and is central to our success.

A balance of cultures, ethnicities and genders help bring new ideas and creativity to GKN. We need people of different backgrounds, with different skills and perspectives to spark originality, imagination and creativeness in our teams around the world.

GKN is an equal opportunity employer.

We treat all our employees and applicants fairly and are committed to ensuring that there is no discrimination or harassment against any employee or qualified applicant on the grounds of age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status or any other characteristic protected by law.