ATR - MIAMI - Customer Support Director

Airbus • Miami, FL

1d • Hybrid

About The Position

ATR is the world's number one aircraft manufacturer in regional aviation, providing a new generation of turboprops. It is a joint venture between Airbus and Leonardo. ATR Americas (AAS) serves as the primary hub for supporting the Americas and Caribbean regions, with dedicated departments including Support & Services, Quality, HR, Commercial, and Finance. ATR's mission is to deliver air travel to people, communities, and businesses in an innovative, sustainable, and modern way. The company values excellence, ambition, trust, and respect. The Customer Support Director (CSD) acts as the primary interface between ATR and customer airlines, from Entry-Into-Service (EIS) preparation through to end-of-operations. This role is a key member of the Global Account Management team, responsible for leading the in-service strategy to enhance customer satisfaction and fleet performance, while aligning with ATR’s corporate objectives. The CSD serves as both the Voice of the Customer within ATR and the Voice of ATR at the Customer, representing ATR's strategy and decisions, and acting as the main escalation point.

Requirements

• Engineering or Business degree.
• Minimum 7 years of experience in an airline, OEM, MRO, or customer support role.
• Strong understanding of aircraft systems, maintenance, and airline operations.
• Strong customer orientation and communication skills.
• Ability to synthesize complex issues and lead cross-functional teams.
• Solid project management and problem-solving capabilities.
• Ability to work under pressure and manage multiple priorities.
• Product-quality awareness and understanding of airline constraints.
• Fluent English required.
• Proficient with Microsoft 365 and CRM tools.
• Willingness to travel frequently (including short notice).

Nice To Haves

• Experience in or with an aircraft manufacturer Customer Services environment is an asset.
• Additional languages (French, Spanish, Portuguese…) are a plus.

Responsibilities

• Act as the main ATR point of contact and escalation for all in-service topics.
• Build strong relationships through regular on-site visits and frequent communication.
• Maintain an end-to-end understanding of customer operations and context.
• Organize Senior Management Meetings (SMM) when relevant.
• Maintain account data through the ATR CRM.
• Monitor customer satisfaction through regular interactions and surveys, as well as fleet performance (e.g. OTDR, aircraft availability…) based on customer data and field service reporting.
• Assess trends, main drivers, and coordinate ATR’s response to customer needs and operational issues.
• Lead cross-functional projects and support Field Service teams.
• Manage escalations until resolution, in coordination with the Commercial Department when needed.
• Co-define account objectives and strategy with Sales, Programs and Customer Services.
• Develop tailored in-service strategies aligned with customer and ATR priorities.
• Lead the Account Management Multi-Functional Team (MFT) in the deployment of Account strategy for the in-service scope.
• Coordinate EIS preparation for new ATR customers or new aircraft types.
• Support implementation of contractual after-sales obligations.
• Ensure customer readiness for smooth entry into operations.
• Identify opportunities for service and aircraft sales.
• Support sales campaigns with customer and operational insights.
• Assist Credit Management when escalation is required.
• Promote Safety culture and support Safety initiatives within the customer environment.

Benefits

• Highly competitive compensation package (bonus, success sharing, retirement plan with an employer contribution matching plan…)
• Work-life balance (remote working, paid time off…)
• Well-being / health (supplementary health & welfare coverage…)
• Career paths enabling employees to develop their skills and build a professional project
• Wide choice of development programs for soft and hard skills
• Diversity and inclusion: Over 1400 men & women with more than 35 different nationalities work together in our teams ! ATR is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees