Customer Support Director

Job Description:

Job Objectives

The role of the Airline CSD is to collate and internally drive Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline.

In-line with the Global Account Management (GAM) concept, the Airline CSD leads the In-Service Core Team (ISCT) in-service account management as the primary interface for the Airline and Customer Services, to drumbeat all Business Unit activities whilst ensuring a single voice per customer.

To achieve this the Airline CSD acts as the primary interface between Customer Services and the assigned Customers. The Airline CSD is responsible for aircraft Entry into Service preparation and is accountable for all in service issues whilst ensuring the highest level of safety, reliability, customer satisfaction and business development. 

The Airline CSD manages the relationship by establishing and maintaining direct contact with Customers, at management level within the Airline. Being aware of Customer Operational Performance, he/she will launch appropriate actions, where needed keep Airbus management aware of issues and actions taken, and involve all relevant departments within Customer Services or other directorates and Partners/Suppliers.

The Airline CSD ensures the implementation of Support Clauses in the Purchase Agreement, and in all subsequent Customer Services commercial agreements. In conjunction with the Service Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the sale of Customer Services range of products and services.

Job Responsibilities

• Develop an Individual Customised Airbus' Airline "In-Service" Annual Strategy (through the S-Customer Core Team) aligned with Aircraft Sales Strategy (Customer Affairs).

• Manage the relationship with several customers with different sizes, cultures, structures, at various levels in the Customer organization, whilst working closely with Customer Affairs.  

• Provide timely support to Customer operational and commercial requests in a complex environment with many internal interfaces and without hierarchical authority. 

• Prepare Entry into Service of new Aircraft by assembling and managing a team to secure operator readiness for on-time entry into service of such aircraft.

• Identifying opportunities and promote new business for all Customer Services products and services. 

• Establish and Manage Customer debt recovery plan when necessary.

• Monitor, control and implement all Customer Services Sales Agreements and Purchase Agreements (including repair agreement and retrofit agreement). 

• In conjunction with the Services Sales Director for Chargeable Services (Customer Service Agreements), coordination of sold services follow-up via Upgrade Programme Managers, FHS Customer Programme Directors,  Training Key Account Managers, NavBlue Product Managers, Digital Product Managers and Satair Account Directors etc.

• In conjunction with the Sales Support Director for Aircraft Support Package (Aircraft Purchase Agreements), identification and guidance on customer needs.

• In conjunction with the Field Service Manager, provide first line issue resolution and de-escalation.

• Manage Support and Service Escalations & Claims

• Consolidate and Coordinate an Airline Visit Schedule

• Coordinate and Administer ERM (SMM) / FRM (TRM) Events

• Provide timely and reliable information to Airbus higher management on the relationship with the customers and on critical issues

• Update reviews and reports as required

• Exercise commercial control and ensure that:

  • Expenditures are within commercial commitments

  • Commercial gestures are under control and minimised

  • Overdue payments are made

  • Close follow-up of contractual commitments is kept

Job Requirements

• Hold professional qualifications in aerospace engineering or a related discipline

• Have at least eight-years’ experience in the aviation industry

• Possess knowledge and awareness of contracting principles

• Have a strong level of aviation safety awareness Have demonstrated high-level written and oral communication skills in English

• Possess strong interpersonal/negotiation skills in a multi-cultural environment

• Be able to develop a business strategy supported by a robust business plan or other strategic imperatives

• Have demonstrated ability to work in multi-functional teams

• Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority.

• Be able to work autonomously and take initiative

• Possess an excellent track record of customer interfacing experience

• Demonstrate leadership, ownership, empathy, flexibility, assertiveness and humility.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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