Customer Service Manager

Name: John ZHANG

Address: ** ****** **, *******, **, CANADA, L3S3M1

Phone: +86-182******** temporary mobile phone

Email: ********@*******.***

OBJECTIVE

To satisfy customers with the best deliverable of high quality products and high level support and service by continuous improvement

PROFILE

14 years’ Product Support with Airbus for in-service operation of Airbus fleet with special contribution to first A320 EIS in China

3 years’ experience in General Aviation, Wuhu Diamond Aircraft OEM, Aero AT Aviation Industry, and MRO for business jet maintenance and retrofit

3 years’ experience with aircraft OEM for Aviation Marketing including GA;

5 years’ Customer Support with COMAC for EIS preparation of ARJ21 program and technical publications development of C919 Programs

2 years’ project management with New United Goderich Inc., Canada, a TCCA certified AMO (equivalent to FAA MRO), for CRJ200 VIP Conversion and ERJ135/145 heavy maintenance and retrofit

6 years’ Engineering Experience with MRO of AMECO and GAMECO (FAA Repair Stations) for retrofit and repair of Boeing fleet (B737/B757/B767/B747/B777 )

Excellent communication skills and good command of English and Chinese mandarin

EDUCATION

1982, Bachelor of Aircraft Design, Northwestern Polytechnic University

1988, Master of Flight Dynamics, Northwestern Polytechnic University

WORK EXPERIENCE

Wuhu Diamond Aircraft Manufacturing Co Ltd (2018-Present)

Product Support Manager to provide customer services in Mainland China

Market Analysis Lead to forecast business trend in General Aviation in China

Aero AT (Jiangsu) Aviation Industry Co Ltd (May 2017-Jan, 2018)

Accountable Executive for AT-3 aircraft production and maintenance

Project Manager to negotiate new program with PZL aircraft OEM in Poland

New United Goderich Inc, Canada (Feb, 2015 – Jan,2017 )

Senior Customer Service Manager for in-house maintenance and retrofit activities

Project Manager of CRJ200 VIP Conversion, in liaison with Customer and Design Engineering in the whole process from PDR, CDR and DDR, to parts fabrication, installation, flight test and STC issuance by TCCA and CAAC

Project Manager of ERJ135/145, G400/500 for heavy maintenance and modification

COMAC(Commercial Aircraft Cooperation of China (Oct 2010-Dec 2014)

Assistant to GM in charge of Marketing for new business development

Assistant to GM in charge of Customer Service to prepare ARJ21 EIS (Entry Into Service) for pioneer Airlines

Assistant to General Manager to develop a product support system with role players from Design Engineering, Suppliers and Support Engineering, covering all functions including in-service data collection, accident/incident investigation and analysis, AOG support, preventive correctness, to ensure safety, reliability and economy.

Director of Technical Publications leading team to develop maintenance, repair and flight operation documents for C919 program

AIRBUS GROUP (Sep1997-Sep 2010)

Product Support and Customer Service Team Leader

Manage Regional Office in Northeast of China to support 4 airlines and 1 MRO

Support Virgin Airways in UK for A330 in-service operation

Support Airbus customers for In-Service operation A320/A330/A340, with especial contribution to the first A320 EIS in China (as the first locally hired customer service rep).

Promote Airbus Sales by ensuring safe, reliable and economic operation of in-service aircrafts

Provide technical and engineering support to customers in liaison with OEM suppliers

Organize on site working party for AOG recovery, retrofit or any customer requested tasks

Monitor customer fleet status and provide necessary preventive solutions through TFU (Technical Follow Up) SL(Service Letter) and SB(Service Bulletin),

Aircraft MRO, FAA Repait Station, (Apr 1991-Aug 1997)

GAMECO of Lockheed Martin & China Southern and AMECO of Lufthansa & Air China

Deputy Department Manager, Aircraft Maintenance Engineer

Engineering and Team leader in charge of EO (Engineering Orders) for maintenance, repair, overhaul & modification of Boeing fleet, B737/B757?B767/B747/B777 etc.

Provide AOG support to outside station

AVIC, XI’an Aircraft Design & Research Institute (1982-1985)

Assistant Design Engineer

Design aircraft components and parts and provide on-site production support

(References will be provided upon request)

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