Customer Support Manager

Customer Support Manager

The CSM acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest.

The role of the CSM for MRO is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach. He/she acts as a facilitator to all Business Units to achieve their objectives, whilst satisfying the customers.

Primary responsibilities include:

• Supporting aircraft sales campaigns and MRO partnerships.
• Evaluating MRO customer operational performance and determining appropriate Customer Services response.
• Coordinating with Procurement and other business units the specific relationship with MROs being customer, supplier and potential partner for Airbus.
• Aligning on strategy for any relevant in-service topics and potential MRO partnerships including the industrial set-up of MRO management.
• Commercial gestures are well justified and minimized.
• Overdue payments are made and contributes to Customer Services order intake.
• Contractual commitments are closely followed-up.
• Assisting the different Customer Service Business Units, Strategy and Procurement by providing, discussing and following-up Customer Services items as required.

The CSM manages the relationship by establishing and maintaining direct contact with Customers' management. In conjunction with the Services and Sales Directors, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales.

Eligibility:

• Authorized to work in the US.
• Degree/Diploma (Engineering, Business Management or equivalent) required.
• Min 2+ years experience with Customer Support required.
• Education or previous experience in the aviation industry (OEM, MRO, Airlines) considered an asset.
• Project Management experience preferred.
• Demonstrate a high level of accountability and integrity.
• Self-directed, deadline driven, critical thinker capable of solving complex problems with little supervision.
• Professional amiable personality with exceptional relationship building skills.
• Previous experience preparing and presenting presentations to customers.
• 40% Domestic and International travel required.

Physical requirements include:

• Onsite or remote: Office location 3 out of 5 days per week.
• Vision: Ability to see and read computer screens and other electronic equipment with screens, able to read documents, reports.
• Hearing: Daily able to hear to participate in conversations in person and via teleconference or phone.
• Speaking: Daily able to speak in conversations and meetings, deliver information and participate in communications.
• Equipment Operation: daily use of personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors.
• Carrying: Daily able to carry documents, tools, drawings, electronic equipment up to 10lbs.
• Sitting: Daily able to sit for long periods of time in meetings, working on a computer.
• Standing: Daily able to stand for discussions in offices or on a production floor.
• Travel: 10% of time able to travel independently and at short notice.
• Walking: Daily able to walk through office and production areas including uneven surfaces.
• Personal Protective Equipment required: If visiting a factory - 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.

Salary range based on the required profile: $90,000.00 - $106,000.00/year. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors. This position offers the following benefits: Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid time off including paid holidays, Tuition Assistance, Bonus(es) subject to performance criteria. These are our current benefit offerings for the current plan year and are subject to change without notice.

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 Americas Customer Services, Inc.

Employment Type: US - Direct Hire

Experience Level: Professional

Remote Type: On-site

Job Family: Customer Account and Service Management