Leonardo · 4 hours ago
Customer Support Manager
Philadelphia, PA, US
Full-time
Hybrid
Mid Level
3+ years expLeonardo is a company focused on providing customer support for aviation services. The Customer Support Manager will manage customer fleets in the Americas, ensuring effective after-sales support, coordinating interdepartmental activities, and enhancing customer operations.
AerospaceElectronicsSecurity
Responsibilities
Coordinate interdepartmental activities across the following disciplines: Service Engineering, Materials, Training, “on site” Maintenance Service, Program Management, and Proposals & Contract Management, in support of customer requirements. * Advise customer, comprehend use needs, and explain and influence requirements internally to improve Customer operations * Support to Sales in the Region, by leveraging on Customer knowledge, to identify commercial opportunities, endorse the service solution offering and bids & proposals to ensure its competitiveness, define with the Customer the required Entry into Service (EIS) deliverables, support the service package negotiation, ns, agree to service performance levels and setup the customer account * Assist Proposals & Contracts Manager with the development and coordination of customer tailored support proposals and contracts
Manage the Entry-Into-Service phase of new delivered fleets, coordinating with the Customer the preparation of all the logistic support activities. * Develop pro-active and pre-delivery plan * Train the customer on how to access CS&S services and people * Support aircraft acceptance process * Guarantee onsite readiness for entry into service (EIS Matrix) and manage the CS&S functions responsible for creating the service infrastructure in the Customer area, but acting as a CS&S Program Manager
Manage the In Service activities of each assigned Customer fleet, ensuring that all objectives are achieved effectively in accordance with contractual commitments and Customer operational requirements. * Monitor service delivery single promises to Customer to ensure the achieving and maintenance of agreed service performance levels and customer satisfaction * Execute proactive visit plan and customer satisfaction responsibility * Act as Contract Manager for in service contracts (Warranty, Power by the Hour, and Basic Ordering Agreements (BOA). * Manage the customer account status and activate recovery actions * Support closure of post-delivery pending items * Support Customer in resolving all complex issues (major events, obsolescence, fleet deployments, etc)
Provide prompt and continuous communication with the Customer, on a routine base, on the main Customer Support issues, working together with all the Customer Support departments
Coordinate regular program review meetings/operators conference with Customers
Develop and manage Continuous Satisfaction/Improvements plans to ensure customer satisfaction
Establish and monitor Customer Support performance matrix for each assigned Customers
Develop with LHD Customer Support in Italy an effective and Integrated Customer Service network
Perform other duties and fulfill other responsibilities as assigned
Qualification
Required
BS in Aerospace Engineering or Logistic Engineering
Three years in a similar role in the aviation sector and preferably in the helicopter industry
Strong understanding of aviation technology
Strong written and oral communication skills
Proficient with MS Office
Intercultural awareness, ability to create and maintain relations
Able to work under pressure and meet customer deadlines
Well-organized and adaptable with a flexible approach
Able to handle critical and emergency situation involving customers
Ability to travel domestic and international
Preferred
Spanish Speaking is Preferred
A knowledge of Italian is a strong plus
A knowledge of logistic process and SAP functions is preferred
Company
Leonardo
Leonardo is a global security company that realises multi-domain technological capabilities in AD&S.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Bill Fredrickson
VP Sales & Business Development
Giorgio Mosca
Head of Digital Transformation & Sustainability Governance - Aeronautics Division
Recent News
2025-10-30
2025-05-23
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