Sr. Key Account Customer Support Manager

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Job Description:

Airbus Helicopters is looking for a Senior Key Accounts Customer Support Manager (CSM) to join our team based in Grand Prairie, TX.

In this role you will serve as the focal point, liaison, and interface for all customer support issues involving marketing liaison, logistics, logistical planning, escalation point, and business requirements providing solutions and alternatives for the strategic and operational needs.  You will also provide key messaging related to Airbus Helicopters Commercial Policy and participate and contribute to strategic planning and responsible for initiating interest in all support services.

Meet The Team:

The Customer Support team provides aircraft operations support throughout the aircraft's operational life. The team coordinates, implements and monitors all services customized to meet the customer’s specific needs, to ensure a positive customer relationship. Our Field Service teams provide technical support so our customers can operate safely and efficiently. Being based at our customers' facilities enables us to have a strong customer relationship and understanding of the airline's technical and operational needs.

Your Working Environment:

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How we care for you:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.

• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your challenges:

Customer Interaction:  30%

• Project at the Customer Executive Level a sense of ownership of all issues across the organization.  

• Build customer rapport at all levels of the customer’s organization and specifically with key decision makers; adapt a clear, simple and efficient mode to communicate.  

• Understand and resolve the Customer’s top issue with urgency, be the escalation point for resolving problems, and propose root cause analysis as may be necessary

• Create a collaborative action plan and present a status on actions closure along with progress on previous Customer concerns resolution. 

• Manage the Customer issues, concerns and complaints. Stay aware of the issue, follow the resolution and be able to discuss with the Customer ensuring issues On-Time and On-Quality resolution.  

• Organize performance reviews with Customer’s. Perform annual or bi-annual Customer visits. 

• Understand the Customer dynamics, operational and strategic goals and business requirements.  Coordinate the Customer’s visits with other departments. 

• Using industry knowledge and key business benchmarks collaborate with customer to determine strategic alignment for their organization.

• Perform SWOT Analysis to determine typical weaknesses, strengths, opportunities and threats.

Communication and Coordinating Needs:  30%

• Communicate, coordinate and facilitate the operational needs of the customer with the internal functional departments for the appropriate messaging to the customer.

• Prepare and schedule “Annual Calendar for Program Management Reviews”, secure AHI and Customer executive sponsorship with detailed program objectives and milestones.

• Serve as the Customer’s point of escalation so that issues are resolved on an exceptional basis. Work cross-departmental to resolve the Customer’s issues; ensuring that each department keeps their commitments. Plan weekly and monthly meetings at customer site or at Grand Prairie /Columbus facility with may include other support or functional departments.

• The CSM shall work in close collaboration with the Sales Manager: this particularly means to inform each other on Customer contacts and concerns, especially before a Customer visit. Communicate S&S Discipline’s contents. Provide guidance for achieving operational targets.

Analysis and Reporting:  30%

• Analysis of activity levels related to Customer’s operation such as flight hours, parts consumptions, future trends with reach back to functional specialist to provide further analysis and insure key players provide essential reports.  

•  Analyse current process flows and propose enhancements to enhance the Customer experience. Collect Customer’s feedback. Provide root cause analysis as required for process improvements. 

• Provide guidance from a logistics perspective for key planning decisions.

Metric Assessment and Analysis:  10%

• Prepare necessary reports presenting key data for the end customer.  

• Communicate to Customer base key performances and recommendations for mutual benefit. Prepare internal reports and contribute to briefs. 

• Manage internal communications with management and support departments.

Your Boarding Pass:

• Minimum four (4) year undergraduate degree; education may be replaced with equivalent work experience

• Minimum ten (10) years’ experience in repairs, logistics, and customer service, or related field; a minimum of five (5) years’ experience in the helicopter/aviation industry

• Business, logistics and supply management, customer service 

• Familiar with Aviation Maintenance methods and practices and technical publications  

• SAP working knowledge

• Microsoft Office Suite and maintenance management systems proficiency.

• Ability to travel 15%-20% , domestic and/or international

Preferred Education/Skills:

• Master’s Degree or MBS

• Minimum ten (10) years’ experience in repairs, logistics and/or customer service in the helicopter industry

• Former or current A&P License

• Training in Six Sigma

• Working knowledge of SAP application, WebEx communications, and CRM

Physical Requirements:  

• Onsite or remote:  100% Onsite
• Vision: Employee’s specific vision abilities required by the job 100% of the time include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.   
• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms.   100%
• Speaking:  able to speak in conversations and meetings, deliver information and participate in communications.   100%
• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.   80%
• Carrying: a Employee must be able to carry for 10% of the time in the performance of their job on a monthly basis, documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Lifting:  Employee must be able to for 5% of the time in the performance of their job on a monthly basis, lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Pushing / Pulling:  On rare occasions such as 1 to 2% of the time on a monthly basis, employee must be able to push and pull small office furniture and some equipment and tools. 
• Sitting:  As a daily occurrence employee must be able to for 85% of their time sit for long periods of time in meetings, working on computer.  
• Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving.
• Standing:  As a daily occurrence for 10% of their time on a monthly basis, able to stand for discussions in offices or on the production floor.
• Travel:  able to travel independently and at short notice. 15% - 20%
• Walking (include routine walking such as to a shared printer to retrieve documents):  able to walk through office and production areas including uneven surfaces.  Frequently
• Personal Protective Equipment required:  Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

 

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.

Company:

Airbus Helicopters, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Customer Account and Service Management <JF-CS-CA>

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Job Posting End Date: 04.19.2025Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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