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Airbus Helicopters · 1 week ago

Senior Customer Support Manager

Grand Prairie, TX

Full-time

Onsite

Senior Level, Lead/Staff

15+ years exp

Airbus Helicopters is a leading company in the aviation industry, and they are seeking a Senior Customer Support Manager to serve as the focal point for all customer support issues. This role involves developing strategies to enhance customer satisfaction and fleet availability, while also managing customer relationships and contract performance.

AerospaceManufacturingProduct Design

No H1B

Responsibilities

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

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

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

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

Qualification

Customer ServiceHelicopter Industry ExperienceLogistics ManagementStrategic PlanningPerformance Metrics AnalysisSix Sigma TrainingA&P LicenseCommunication SkillsProblem Solving