Customer Support Manager - Canada

Job Description:

WE’RE LOOKING FOR A CUSTOMER SUPPORT MANAGER

POSITION 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 of Canada. 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.

MAIN RESPONSIBILITIES

Customer Relationship & Strategy

• 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.
• 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 AirbusWorld portal.
• Represent Airbus at promotional events, tradeshows as required
• Will be required to be on-call and available for regular travel to customer locations within their assigned region.

Performance and Contract Management

• Act as the focal point of the Customer for S&S contractual deliverables and support Sales & Program directorates for any matter related to S&S contractual issues
• Responsible for Profit & Loss (products and services) for the different customers and regions.
• Responsible for contract management overseeing operational execution.
• Monitoring achievement of major contractual milestones and deliverables on time, on cost and quality.
• Supervise and coordinate activities performed by internal or external stakeholders of all S&S contractual deliverables.
• Define and monitor contractual key performance indicators, to diagnose the situation, to define and supervise recovery actions plans if needed
• Plan regular performance meetings which may include other support or functional departments.
• Provide guidance for key planning decisions for all AH deliverables.
• Manage risk and opportunities.
• Manage contract financial commitments (ensure achievements of turnover, margin, WOC, cash, cost adherence)
• Communicate, coordinate and facilitate the operational needs of the customer with the internal functional departments for the appropriate messaging to the customer.
• Develop a partnership with the customer to sustain & enhance business.

Definition, Analysis, Metrics Assessment and Reporting

• Define key metrics to monitor the performance, achieve customer satisfaction and fleet availability targets for the portfolio of customers.
• Track and influence customer operational availability (OA) and direct maintenance costs (DMC) by monitoring customer operational and maintenance data, identifying trends and making recommendations to increase OA, lower DMC and improve company gross margin.
• Analyze activity levels related to customer’s operations such as flight hours, parts consumptions, future trends and coordinate with functional specialists to provide further analysis and ensure key players provide essential reports.
• Analyze current process flows and propose enhancements to enhance the Customer experience.
• Collect customer’s feedback and distribute within Airbus Helicopters organization in the region and to central Provide root cause analysis as required for process improvements.
• Prepare necessary reports presenting key data for the customers.
• Prepare and manage internal communications with management and support departments.
• Support all Customer Survey activities including setting up of Action plans as required.

Additional Responsibilities

• Visit and conduct performance reviews with Service Centers including managing, monitoring the contracts and setting up routines to review on-going issues.
• Other duties as assigned.

POSITION REQUIREMENTS

Education:

• University Degree in Business Administration or related field, education may be replaced with equivalent work experience.
• Training in the Aviation Industry considered an asset .

Experience:

• 5 years’ experience in customer service, repairs and logistics or related field;
• 5 years’ experience in the helicopter/aviation industry
• Project Management experience an asset
• CRM (Salesforce) and SAP experience an asset

Knowledge, Skills, Demonstrated Capabilities:

• Knowledge of main processes, roles & responsibilities within the Customer Support & services function. Knows Customer Services Organization, policies and products
• Highly effective transversal management and demonstrates a high level of accountability and integrity.
• Self-directed, critical thinker capable of solving complex problems with little supervision
• Professional amiable personality with exceptional relationship building skills
• Previous experience preparing and presenting quotes/commercial offers
• Intermediate to advanced computer skills (SAP, MS Excel, MS Word, PowerPoint)
• Exceptional time management skills, strong able to multi-task and set priorities
• Ability to interface and influence other departments/colleagues to identify solutions
• Ability to work autonomously to deliver on company objectives

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

• Strong proficiency in spoken and written communications
• Bilingualism (French/English)

Technical Systems Proficiency:

• Microsoft Office Suite, Google Workspace and maintenance management systems proficiency.
• Knowledge of CRM applications (Salesforce) and SAP

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 Canada Ltd

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

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