In The Seat | Hanafi Yusof, Customer Support Manager (Asia)
Continuing our 'In the Seat' series, where we are talking to and getting insight into some of the incredible people working here and driving Mirus forward. From Commercial, Certification, Product Design, Quality and Engineering we are lucky to call some of the most experienced and talented people in the industry our colleagues.
Next up in the series we are talking to our Customer Support Manager (Asia), Hanafi Yusof.
As our Customer Support Manager (Asia), what does your role involve?
As Customer Support Manager for Asia at Mirus, I am heavily involved in every aspect of the customer experience. From the initial enquiry through to After Sales support. My primary responsibility is to ensure that our clients across Asia receive the highest level of service, whether they are dealing with routine enquiries or more complex product service queries.
I manage all the After Sales activities in the Asia region, focusing on developing and maintaining strong relationships with our customers. This involves not only addressing their immediate needs, but also anticipating future challenges and working proactively to resolve them. By closely collaborating with the Mirus Engineering, Sales, and Operations teams, I help ensure that our seating solutions not only meet but exceed customer expectations.
My role requires technical knowledge, good communication skills, and a deep understanding of customer needs, all of which I have cultivated throughout my career in Aerospace.
You have a wealth of experience in customer support; tell us about this and how your journey led you to Mirus..
My journey in the industry began a decade ago, driven by a passion for Aerospace and a commitment to delivering exceptional customer service. I started my career working with a Part-145 organisation. The company is involved in the maintenance of cabin components for aircraft economy and business class passenger seats, and also other components like galley modules, galley inserts and cockpit seats, manufactured by various prominent OEM names.
Here I gained valuable hands-on experience in the maintenance of aircraft cabin components. My roles have provided me with a solid foundation in understanding the intricacies of aircraft components and the importance of maintaining high standards in product quality.
As my role developed, I became involved with warehousing, quality, safety and sales. This ultimately propelled me into a leadership role and I was excited to become Quality Assurance and Safety Management System Manager. This role meant I was responsible for ensuring compliance with various regulatory standards and implementing process improvements that directly enhanced both regulatory compliance and customer satisfaction.
Mirus products were familiar to me, as for four years we were subcontracted with the product support programme for one of our biggest customers in Asia, known as a Meet & Greet programme. Mirus invited me to join the team, and so my journey with Mirus began.
Mirus’s aspiration and dedication to innovation, quality, and sustainability aligned with my professional values, making it a perfect fit for me. I was eager to take on the challenge of leading customer support in the dynamic and rapidly growing Asian market.
What is the biggest change you have seen in the industry within that time?
The Aerospace industry has undergone significant changes over the past decade, but the most notable shift has been towards sustainability and lightweight design. Airlines today are more focused than ever on reducing their carbon footprint. This has driven the demand for more efficient, eco-friendly seating solutions. Mirus has been at the forefront of developing products to help meet these new environmental standards but also maintain and improve passenger comfort and safety.
This shift has required a rethink of traditional design and manufacturing processes. By integrating new technologies into seating design it has opened up new possibilities for enhancing the passenger experience. I am proud to be part of the sustainability journey at Mirus through my role in customer support.
Based in our office in Kuala Lumpur, what do you love about your job at Mirus?
Based in Kuala Lumpur, I am strategically positioned to serve Asia’s diverse and rapidly expanding Aerospace market. What I love most about my job at Mirus is the opportunity to work with a team that is deeply committed to innovation and customer satisfaction.
The culture at Mirus encourages continuous learning and improvement, and this keeps me motivated. I also appreciate the dynamic nature of my role, where every day presents new challenges and opportunities to make a difference. Whether it’s working with a customer to resolve a complex issue or being involving with the development of a new seating solution, I find great satisfaction in knowing that my work has a direct impact on the success of our customers and the growth of Mirus in the region.
Tell us about some of the standout moments and achievements for you so far at Mirus…
One of the most significant achievements in my time at Mirus has been the successful rollout of a new customer publications portal. This easy-to-access platform has greatly enhanced our ability to support customers’ needs quickly and effectively, resulting in higher levels of customer satisfaction and stronger client relationships.
Another standout moment was my involvement in streamlining the internal processes in After Sales, in which I played a crucial role in gathering and incorporating customer feedback. Seeing these ideas come to life and knowing that they have made a tangible difference in our products has been incredibly rewarding. These achievements reflect Mirus’s collaborative and innovative spirit, and I am proud to have contributed to the company’s ongoing success in the region.
Outside and alongside Mirus, what do you enjoy doing?
Outside of work, I love to travel, and it is a passion of mine. It allows me to explore new cultures and gain a broader perspective on diverse cultures, which helps me understand more about the needs of our customers.
Malaysia is well known for its multiculturalism. Living in Kuala Lumpur has spoilt me with its rich culture and abundance of food as I have experienced rich and diverse culinary delights, which I love exploring with my family.
This balance of professional dedication and personal interests keeps me energised and motivated to continuously strive for excellence in my role at Mirus. I believe that staying curious and engaged in my professional and personal life is key to driving innovation and delivering the best possible service to our customers.
