Customer Support Manager

Job Description

Location:

Fort Erie, ON

The Customer Support Manager (CSM) will act as the primary focal point for oversight of all Airbus Customer Support related topics in their region. They will have a deep understanding of their customers’ helicopters, operational needs, key company contacts/stakeholders and elements critical to satisfaction regarding the portfolio of Airbus services. The CSM will also be responsible for providing customers with information about new/changing products, commercial policies, programs or services within the Airbus offering as well as collecting customer intel, sales opportunities and feedback for strategic action.

Location:

Fort Erie, ON

The Customer Support Manager (CSM) will act as the primary focal point for oversight of all Airbus Customer Support related topics in their region. They will have a deep understanding of their customers’ helicopters, operational needs, key company contacts/stakeholders and elements critical to satisfaction regarding the portfolio of Airbus services. The CSM will also be responsible for providing customers with information about new/changing products, commercial policies, programs or services within the Airbus offering as well as collecting customer intel, sales opportunities and feedback for strategic action.

• Act as the focal point in Airbus Helicopters for a portfolio of Customers to support them in all the S&S topics related to their in‑service fleet.
• Develop strategies to maximize customer satisfaction, fleet availability and flight hours.
• Build strong and long‑lasting relationships with customers and establish management routines on understanding customer needs, performance and shared forecasting.
• Work in close collaboration with the Sales Manager and support regional & central and transversal department to support offers, contract negotiations and provide customer intelligence.
• Organize regular meetings and visit customers. Utilize technologies (e.g. CRM, Google) to drive the customer contact cadence process.
• Continuously update the customer with the company‘s products, services and solutions portfolios. Collect and discuss customer feedback.
• Monitor the support and service performance at individual customer level. Launch and pilot any required action plan.
• Understand Customer’s expectations by constantly assessing and improving the customer relationship by actively listening and clarifying their needs, requirements and occurring concerns.
• Capture customer’s needs to lead into future business and sales.
• Communicate, coordinate and facilitate the operational needs of the customer with the internal functional departments for the appropriate messaging to the customer.
• Be the voice of the customer toward internal functional departments, feedback internally Airbus Helicopters organization with customer intelligence to help improve customer experience.
• Understand and resolve the Customer’s top issue with urgency, be the escalation point for resolving problems, and propose root cause analysis if deemed necessary.
• Ability to collect and provide key information for sales campaigns and contract negotiations.
• Support the catalogue of services and respond to customers’ requests, including sales campaigns & delivery management, and coordinate internally and externally with business partners.
• Manage complex situations and coordinate meetings with stakeholders to find a resolution, including managing the relationship and communication with the customer in crisis situations.
• Create a collaborative actions plan and present a status on actions closure along with progress on previous Customer concerns resolution.
• Propose and support customer service improvement initiatives to maximize customer satisfaction.
• Be the Intercompany front office support & escalation focal point for AH Canada Services.
• Ensure the use of Webtek/CRM for customer issue logging, tracking and resolution in order for the customer to maintain view of status via Airbus World portal.
• Represent Airbus at promotional events, trade shows as required.
• Will be required to be on‑call and available for…