Customer Support Manager

Job Description:

The Customer Support Manager (CSM) is Customer’s focal point regarding Support & Services (S&S), accountable for customer satisfaction and driving continuous improvement to guarantee global services performance for the customer and increase fleet availability, covering the entirety of the customer’s fleet. In order to carry out this mission, the CSM will:

• Coordinate support disciplines & experts, in order to bring a quick and adequate solution to customer needs in priority and/or exceptional cases.

• Set up and follow up any operational action plan to deal with customer concerns, complaints and/or dissatisfaction.

• Collect customer satisfaction, needs or expectations to relay the customer context for further use within Airbus Helicopters (AH).

• Build customer satisfaction and confidence to enable business growth.

Job Responsibilities:

• Develop a customer strategy that is aligned with the Customer’s expectations and shared with the other members of the Front Office Team, followed in the Salesforce CRM database.

• Contribute to define key objectives of the Customer Satisfaction Roadmap in his/her customer portfolio.

• Develop and execute comprehensive customer support aligned with overall business objectives.

• Champion customer feedback within Airbus Helicopters, effectively communicating insights and recommendations to influence operational improvements.

• Organize regular meetings/visits with customers. Listen and exchange with customers to recover their priorities (e.g. fleet availability, spares delivery, focal point responsiveness, maintenance time) to define the customer strategy. 

• Feedback and prioritize issues relating to operational performance. Report factual data and follow in the CRM Salesforce.

• Communicate S&S Discipline contents to the Customers on hot topics, performance, improvement initiatives, services catalog key changes, and recommendations for mutual benefit.

• Guide customers by helping them to understand our products and organization better, and improving the way we work with them.

• Collect customer feedback on S&S interactions since the last exchange, review progress on current action plan, recover customer perceptions on latest hot topics, recover customer needs and activity forecasts at strategic and operational level, followed in the CRM Salesforce.

• Understand the customer priority and/or exceptional issues that may occur and require immediate action through transverse management of S&S disciplines and ensure each of them respect their commitments through to resolution, followed in the CRM Salesforce.

• Being the customer’s preferred focal point for S&S, escalate if and where needed to secure the resolution of customer issues.

• Analyze activity levels related to Customer’s operations such as flight hours, parts consumptions, future trends and coordinate with functional specialists to provide further analysis and ensure key players provide essential reports.

• Assess the gap between observed performance and customer perception to support functional specialists in identifying potential process improvements, while respecting our internal financial constraints.

• Other duties reasonably determined from time to time by the Company.

Job Requirements:

• Bachelor Degree in Aerospace or Engineering or related

• More than 10 years of working experiences in aerospace industry, preferably relating to defence and security support & services

• Ability to understand and promote conceptual services

• Good working knowledge of Google suite, MS Office, CRM  

• Strong communication skills, and written and spoken English. 

• Good knowledge of Design and Maintenance & Repair Organization regulations

• Good knowledge of AH Products & Services

• Track record of leading process/ customer satisfaction improvement initiatives.

• Ability to lead cross-functional teams and manage multiple projects simultaneously.

• Good listener 

• Proactive and highly customer minded oriented, able to work under time pressure

• Team player

• Excellent stakeholder management skills

• Strong business acumen

• Experience in transformation and continuous improvement

• Solid communication and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels.

• Proven ability to translate complex technical concepts into clear, concise business language.

• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

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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