Senior Customer Support Manager

Sr. Customer Support Manager

The Sr. Customer Support Manager serves as the focal point for all customer support issues involving escalation due to missing parts, logistic issues, planning and forecasting by providing solutions and alternatives for strategic and operational needs. This person will also provide key messaging related to Airbus Helicopters' (AHI) Commercial Policy, assist with strategy, and initiate interest in all support services. This position requires discernment of the customer's external, internal, and industry environments to create situational analysis and provide existing or newly structured business opportunities. Mentor the community of CSM's.

Primary Responsibilities:

Customer Relationship and Strategy: 40%

• Point of contact 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.
• Show the customer's executive team ownership of timely issue resolution across the organization.
• Be the primary point of escalation for resolving problems and propose root cause analysis as needed.
• Create a collaborative action plan and present status updates on customer concern resolutions.
• Handle customer issues, concerns and complaints and ensure On-Time and On-Quality resolution. Stay aware of all issues, track resolutions and be able to discuss with the Customer.
• Understand customer dynamics, operational and strategic goals and business requirements. Coordinate visits with other organizations.
• Establish credibility with customers to develop strong and lasting relationships. Build a network within customer organizations and positively influence the overall perception of our business.
• Continuously update knowledge of the company's products, services and solutions related to performance, economics, maintenance, design, products and/or services portfolio evolution. Understand technical matters to find solutions at a certain price point and translate into financial answers.
• Run sophisticated situations and coordinate meetings with partners to find resolutions, including maintaining the relationship and communication with customers in crisis situations.
• Design, develop and provide recommendations and guidance to management for key strategic decisions.

Communication, Performance and Contract Management: 40%

• Communicate, coordinate and facilitate the operational needs of the customer with internal departments for the appropriate messaging.
• Prepare and schedule "Annual Calendar for Program Management Reviews", and secure AHI and Customer executive sponsorship with detailed program objectives and landmarks.
• Organize and conduct Customer Performance Reviews on a regular basis including leading HCare Smart performance reviews and coordination with other departments to obtain data and metrics to support the meetings.
• Responsible for Profit & Loss (products and services) for the different customers and regions.
• Lead contract management reviews and ensure operational execution.
• Provide precise information to respond to customer needs and requirements and articulate a winning value proposition leading into future business/sales potential.
• Track customer performance at the individual customer level. Launch and pilot any required action plans.
• Work in close collaboration with the Sales Manager: this particularly means advising each other on Customer contacts and concerns. Communicate S&S Teams' contents. Provide guidance for achieving operational targets.

Definition, Analysis, Metrics Assessment and Reporting: 20%

• Define key indicators to monitor performance, and achieve customer satisfaction and fleet availability targets for the assigned portfolio of customers.
• Analyze activity levels related to customer operations such as flight hours, parts consumption, and future trends. Coordinate with functional specialists to provide further analysis and ensure key players provide crucial reports.
• Analyze current process flows and propose enhancements to improve the Customer experience. Collect customer feedback. Provide root cause analysis as the need arises for process improvements.
• Prepare consolidation reports and payment of penalties based on contractual obligations.
• Prepare reports to present key data for the end customer.
• Communicate key performance indicators and recommendations for mutual benefit. Prepare internal reports and contribute to briefs.
• Lead internal communications with management and support departments.

Additional Responsibilities:

• Visit and conduct performance reviews including monitoring contracts and setting up routines to review on-going issues.
• Conduct regular meetings and provide regular reporting to AHF/ AHD on a daily basis.
• Other duties to be determined

Qualified Experience and Training:

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

Experience: Required: Minimum fifteen (15) years of experience in customer service, repairs and logistics or related field; Minimum of ten (10) years of experience in the helicopter/aviation industry

Preferred: Minimum ten (10) years' experience in the helicopter industry

Licensure/Certifications: Required: None

Preferred: Former or current A&P License Training in Six Sigma

Travel Required: 40% Domestic and 10% International

Citizenship: Authorized to work in the US

Clearance: None

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.

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>