Customer Contract Support Manager

Type vacancy: Regular
Location: Schiphol Oost
Hours per week: 40
Education level: HBO; WO
Apply by: 18-10-2026

Can you make an impact and do you want to exert direct influence on the financial results of engine projects and the satisfaction of KLM Engine Services' customers? Do you love working in the heart of the organization, managing contracts and customers, and do you switch quickly between commercial and technical aspects? Then read on to see if the position of Customer Support Manager at ES is right for you!

You are the owner of the contract between Engine Services and our customer. This contains all the agreements regarding the engine maintenance that we perform for them. You are responsible for customer satisfaction and have a major influence on the profitability of the contract. Maximizing customer satisfaction and profitability simultaneously is the challenge. You do this by building a good relationship with your own customers and by being in close contact with the various departments within Engine Services. All commercial, technical, and financial matters discussed between KLM and the customer run through you. As Customer Support Manager, you have a broad role in which you are involved in the preparation of the 'Shop Visit' and constantly switch gears during maintenance. Your role is only finished when the invoice is paid and the customer is satisfied. Furthermore:

• You ensure that the contract holds no secrets for you and that you are aware of all risks and opportunities;
• You build a good relationship with your customer and know what is happening at various levels in the organization;
• You represent the customer within the ES organization, from Production to the Management Team;
• You check the invoices and ensure timely payment;
• You keep all stakeholders within and outside Engine Services well informed of developments;
• You carefully weigh the interests of both the customer and KLM and make reasoned choices.

You will join KLM Engine Services, part of Engineering & Maintenance. ES consists of 5 units, including Commercial Operations − that is where you will work, in the Customer Services team. Your location? Schiphol-Oost, in the engine workshop. You and your colleagues are engaged in technical, financial, and commercial activities daily. You work much independently, but are well-coordinated and complement each other excellently.

You are a flexible, result-oriented, and solution-oriented colleague, with a strong sense of responsibility and a proactive attitude. You know how to persuade others effortlessly, without ever losing sight of service and customer satisfaction. Additionally, you do not shy away from making decisions. You can easily empathize with the customer and are able to view a situation from multiple angles (and departments). You make the real difference through your soft skills. You know how to connect with and make an impression on different people, levels, and functions. You find it a challenge to achieve the best result together with other colleagues. You will deal with large amounts, and thus large interests, and that gives you energy. You have a lot of freedom and great responsibility. This means you stand firmly in your shoes but also know when to ask for help. Furthermore, you have:

• at least 5 years of relevant work experience in a commercial or technical environment.
• an HBO or WO degree in a financial, commercial, or technical field;
• experience in managing complex contracts and/or risk analysis;
• experience in a technical and/or customer-oriented role;
• extensive knowledge of Microsoft Office (Excel, Word, PowerPoint);
• excellent command of Dutch and English.

Oral communication

Customer and service orientation

Flexibility

Persuasiveness

Realization of goals

Interpersonal sensitivity

Stress resistance

Gathering information

Problem analysis

• A challenging role at a unique Dutch company;
• A gross salary between €4.50 and €6,250 gross per month;
• Plenty of room for personal development and great growth opportunities;
• An excellent pension scheme;
• 8% holiday allowance;
• An end-of-year bonus of 8.33%;
• 25 vacation days and 5 extra days off;
• Significant discount on flight tickets (if you have been employed for at least 6 months);
• A sustainable transport policy, including 100% free travel to work via Public Transport (within the Netherlands);
• If your position allows it: working from home and working from abroad for up to 8 weeks (EU and Caribbean region);
• Discount on your health insurance;
• A budget for sustainable employability.

Then don't wait any longer, and apply for the 'final boarding call' on 18-10-2026!
You do not need to write a motivation letter; during your online application, we will ask you several targeted questions. Your application procedure consists of two interviews and possibly an assessment, capacity test, and a security screening.

Candidates who are positively selected for the first interview will receive an email in which they can choose a suitable time slot for the interview themselves. This keeps the process fast and clear, and gives you control over your schedule. You will hear from us within two weeks after the vacancy closes.

You can log in to your personal candidate profile at any time. Here you will find the vacancy you applied for - even after it has closed - and a clear dashboard with any other ongoing applications within KLM, including status updates. Do you have the drive to grow further in this role? Then we look forward to your application.

Did you know that according to research, women are less likely to apply than men if they do not meet all the job requirements? A pity. Because 'the perfect candidate' is, in our view, a myth. So, do you have the drive to still grow in some aspects of this role? We look forward to your application.

A reference check may be part of the application procedure.

If you want to know more about the position, please contact the hiring manager. Call or email the recruiter for questions about the application procedure. In both cases, do not forget to mention the vacancy number: #22706. At KLM, we believe in the power of diversity. Do you want to read more about this topic? View our statement.

Gil de Backer: GIL-DE.BACKER@KLM.COM

Daan Lankhout: DAAN.LANKHOUT@KLM.COM

Acquisition in response to this vacancy is not appreciated.