Customer Support Manager

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Job Description:

At Airbus Helicopters, we don't just build world-class aircraft-we keep them flying. We are seeking a powerhouse Customer Support Manager to act as the ultimate strategic champion and primary face of Airbus for an elite portfolio of operators.

This isn't your average account management role. Operating as a high-visibility program lead in a matrix environment, you will hold the keys to a multi-million dollar portfolio where your decisions directly impact fleet availability, operational performance, and customer trust. If you are a seasoned aviation expert who thrives at the intersection of relationship strategy, contract execution, and high-stakes problem-solving, your next career chapter starts here.

Meet the team:

From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen.

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.

Your Challenges:

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.

• 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.

• 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.

• Be the voice of the customer to support departments, feed the internal Airbus organizations with customer intelligence to help improve customer experience.

• Run complex situations and coordinate meetings with partners to find a resolution, including maintaining the relationship and communication with customers in crisis situations.

• Propose and support customer service improvement initiatives to improve customer satisfaction.

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.

• 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.

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.

Your Boarding Pass (Required):

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

• Ten(10)+ years' experience in customer service, repairs and logistics or related field;

• Six (6)+ years' experience in the helicopter/aviation industry

• Business, logistics and supply management, customer service

• Familiar with Aviation Maintenance methods, practices and technical publications

• Proficient in Microsoft Office Suite and/or Google Suite plus maintenance management systems

Travel Required:

• 40% Domestic and 10% International

Citizenship:

• None

Physical Requirements:

• Onsite or remote: Employee is required to work on site at the company's location at least 4 days a week.

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. 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 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 and participate in communications 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): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Operate most office and personal electronic equipment for 80% of the work day.

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. during 10% of the work day.

• Lifting: able to 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 able to push and pull small office furniture and some equipment and tools.

• Sitting: At least 80% of the work day, able to sit for long periods of time in meetings, working on the 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 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

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Airbus 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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