Customer Support Manager

Job Title

Job Description:

1. Organize regular meetings, visits with the customers. Provide customer with information on support and services. Collect and discuss customer feedback. Monitor the support and service performance at individual customer level. Launch and pilot any required action plan.

2. Collect satisfaction, needs or expectations for further use within Airbus Helicopters

• Customer satisfaction on Airbus Helicopters Support &Services interactions on previous period.
• Customer view on new Hot topics.
• Customer needs and interests, activity forecasts.

3. Coordinate support disciplines & experts, in order to bring a quick and adequate solution to Customer needs in all cases;

• AH S&S performance towards the Customer (shared performance target where relevant).
• AH view on Customer current Hot topics.
• General data on Support & Services Discipline (ex. improvement initiatives)
• Services catalog key changes.

4. In case of a crisis / critical issue raised by the Customer or by the Support & Services discipline :

• Set up and follow up an operational action plan to deal with Customer concerns / complaints;
• Find the right people within Airbus Helicopters Support & Services (Local or Central representatives) and drumbeat their action to ensure issues On-Time & On-Quality resolution.
• Be proactive in communication with the Customer and do not wait for the final resolution of the problem.
• Reassure the Customer by adopting a clear, simple and efficient communication mode to inform him about resolution progress.

5. Integrate from Customer issues/hot topics (normally mainly linked to his CTS priorities) to the collaborative action plan (Customer + AH) and present a status on actions closure and AH progress on previous Customer concerns resolution.

6. Follow procedure based on Support & Service_Operations Process :

• Review Quotation Review Sheet (QRS)
• Generation of Sales Order and Service Order.
• Request of Accounts Receivables Down Payment (ARDP)
• Manage MRO project by initiating internal meetings and providing constant updates to external customers.
• Request of final invoice upon completion of MRO Projects.
• Generate MRO Customer Dissatisfaction Survey and follow up with external customers to answer.

Personal & Interpersonal Skills

• Proactive attitude
• Pleasing personality with a very strong sales and service orientation
• Energetic, persistent and a strong will to achieve targets
• Excellent communication skills (ability to communicate on all management levels)
• Ability to deliver on time, on cost and on quality under pressure
• Ability to support the catalogue of services and respond to customers' requests, including sales campaigns & delivery management, and co-ordinate internally and externally with business partners. Establishing relevant plan, coordinating and prioritizing Airbus and customers activities to ensure the delivery of contractual commitments. Knowledge of customer business and operations and understanding of Aerospace sales contracts.

Professional skills

• Bachelor's Degree in Business Management or equivalent
• At least 3 years related experience
• Excellent communication skills (written and oral)

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 Philippines Inc.

Employment Type: Permanent

Experience Level: Professional

Job Family: Customer Account and Service Management <JF-CS-CA>

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