Customer Support Manager CSM (S&S)

Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than six fold order book increase since 2000.

Position Summary:

Customer Support Manager is in charge of a portfolio of customers and is Airbus Helicopter's representative for all support and service key concerns. This position guarantees global performance for customers. Manages and coordinates all actions for customer satisfaction for support and services.

Primary Responsibilities:

• Customer Relationship and Strategy: 40%

• Focal point in Airbus Helicopters for an assigned group of Customers to support them in all S&S activities related to their in-service fleet.
• Develop strategies to enhance customer satisfaction, fleet availability and flight hours.
• Manage customer needs, performance and shared forecasting by building strong and long-lasting relationships with customers and establishing standard routines.
• Work in close collaboration with the Sales Manager and support regional & central and transversal department to support offers, contract negotiations and provide customer intelligence.
• Organize regular meetings and visit customers.
• Continuously update customers with Airbus products, services and solutions portfolios.
• Collect, analyze and discuss customer feedback.
• Track performance at individual customer level. Launch and pilot any required action plans.
• Understand Customer's expectations by constantly assessing and improving the customer relationship by actively listening and clarifying their needs, requirements and occurring concerns.
• Gather customer's needs to lead into future business and sales.
• Discuss the operational needs of the customer with Airbus support departments and develop appropriate messaging to the customer;
• Be the voice of the customer to support departments, feed the internal Airbus organizations with customer intelligence to help improve customer experience.
• Understand and resolve top issues quickly, be the point for advancing problems, and propose root cause analysis if deemed vital.
• Collect and provide key information for sales campaigns and contract negotiations.
• Support the catalog of services and respond to customers' requests, including sales campaigns & delivery management, and coordinate internally and externally with business partners.
• Run complex situations and coordinate meetings with partners to find a resolution, including maintaining the relationship and communication with customers in crisis situations.
• Create collaborative action plans and present a status on actions closure along with progress on previous Customer concerns resolution.
• Propose and support customer service improvement initiatives to improve customer satisfaction.

2. Performance and Contract Management: 40%

• Act as the focal point for deliverables and support Sales & Program directorates for any matter related to S&S contractual issues
• Responsible for Profit & Loss (products and services) for the different customers and regions.
• Lead contract management, supervise operational execution.
• Monitor achievement of major contractual landmarks and results on time, on cost and quality.
• Supervise and coordinate activities performed by internal or external partners of all S&S contractual deliverables.
• Define and monitor contractual key performance indicators, to diagnose the situation, to define and supervise recovery actions plans if needed
• Plan regular performance meetings which may include other support or functional departments.
• Provide guidance for key planning decisions for all AH deliverables.
• Manage risk and opportunities.
• Manage contract financial commitments (ensure achievements of turnover, margin, WOC, cash, cost adherence)
• Communicate, coordinate and facilitate customer needs with the internal support departments to develop messaging to the customer.
• Develop a partnership with customers to sustain & enhance future business.

3. Definition, Analysis, Metrics Assessment and Reporting: 20%

• Define key indicators to monitor performance, achieve customer satisfaction and fleet availability targets for the assigned portfolio of customers.
• Track and influence customer operational availability (OA) and direct maintenance costs (DMC) by monitoring customer operational and maintenance data, identifying trends and making recommendations to increase OA, lower DMC and improve company gross margin
• 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.
• Analyze current process flows and propose enhancements to enhance the Customer experience.
• Collect customer feedback and distribute within Airbus Helicopters organization in the region and to central. Lead root cause analysis as the need arises for process improvements.
• Prepare necessary reports presenting key data for the customers.
• Prepare and manage internal communications with management and support departments.

Additional Responsibilities:

• Visit and conduct performance reviews with Service Centers including managing, monitoring the contracts and setting up routines to review ongoing issues.
• Other duties as assigned

Qualified Experience / Skills / Training:

Education:

Required:

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

Experience:

Required:

• Minimum twelve (12) years' experience in customer service, repairs and logistics or related field;
• Minimum of eight (8) years' experience in the helicopter/aviation industry

Preferred:

• Minimum ten (10) years' experience in the helicopter industry, customer service, repairs and logistics or related field;

Licensure/Certifications:

Required:

• None

Preferred:

• Former or current A&P License
• Training in Six Sigma

Knowledge, Skills, Demonstrated Capabilities:

Required:

• Business, logistics and supply management, customer service
• Familiar with Aviation Maintenance methods and practices and technical publications

Preferred:

• SAP working knowledge
• Knowledge of main processes, roles & responsibilities within the customer support & services function.
• Knows Customer Services Organization, policies and product

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

• Highly proficient in spoken and written English

Technical Systems Proficiency:

• Proficient in Microsoft Office Suite and/or Google Suite plus maintenance management systems.
• Prefer some working knowledge of SAP application, WebEx communications, and CRM

Travel Required:

• 40% Domestic and 10% International

Citizenship:

• US Person under ITAR definition (U.S. Citizen, green card holder or person covered under our existing ITAR license)

Clearance:

• None

Decision Making, Complexity:

• Position requires key decisions related to the support solutions proposed to customers. These decisions may require extensive gathering and analysis of accurate facts and circumstances to minimize risks and meet customer expectations. Key decisions will rely on establishing excellent rapport with the key players of the various support departments.

Organizational information:

• This position reports to the Sr. Director of Customer Support with no other reporting. Position required extensive collaboration with other key support departments. This position can be described as a program lead that collaborates with functional support departments for completing actions, much like in a matrix organization.

Direct Reports:

• Exempt: 0
• Non-exempt: 0

Job Dimensions, Contributions to Success:

• Broad-based knowledge of customer business model, market position and ability to analyze and communicate AHI's performances, processes, and any improvement plans required to meet the customer's operational and strategic requirements. Key decisions are attributed to this position which set in motion extensive tasks or purchase of materials substantiated with a decision matrix; could represent expenditures in the millions of dollars if not appropriately reviewed.

Nature of Contacts:

• Communication with a wide spectrum of contacts which include internal functional departments staff and customers at all levels to disseminate the message intended, whether in a dialogue interaction or in presentation mode. Excellent communication abilities are required as daily interactions occur with internal customers and external customers.
• Involved negotiations on a frequent basis with internal and external parties

Physical Requirements:

• Onsite: Employee is required to work on site at the company's location at least 3 days a week.
• Vision: Employee's specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus at all times.
• Hearing: Able to hear and participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms at all times.
• Speaking: Able to speak in conversations and meetings, deliver information communicate in multiple formats 100% of the time.
• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): Operate most office and personal electronic equipment for 80% of the work day.
• Carrying: Carry documents, tools, drawings and electronic equipment up to 30lbs/14kgs during 10% of the work day.
• Lifting: Lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs for 5% of work hours.
• Pushing / Pulling: On rare occasions such as 1 to 2% of the time on a monthly basis, push and pull small office furniture and some equipment and tools.
• Sitting: At least 80% of the work day, 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, stand for discussions in offices or on 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

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus Helicopters, Inc. 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.

NOTE: Airbus Helicopters, Inc. 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.

s and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.