Customer Support Manager

Leonardo•Philadelphia, PA

10d•Hybrid

About The Position

Manage selected AgustaWestland Philadelphia Corporation customer fleets in the North, Central, and South American markets. Serve as a customer advisor, accountable service representative, and support to regional sales. The objective is to develop, achieve, and guarantee effective after-sales support that sustains and improves customer operations. Coordinate interdepartmental activities across Service Engineering, Materials, Training, on-site Maintenance Service, Program Management, and Proposals & Contract Management to support customer requirements. Advise customers, understand their operational needs, and communicate requirements internally. Support regional sales by using customer knowledge to identify commercial opportunities, endorse service solutions and bids, define Entry-Into-Service (EIS) deliverables, support service-package negotiations, agree on service performance levels, and establish customer accounts. Assist the Proposals & Contracts Manager with tailored support proposals and contracts. Manage the Entry-Into-Service phase for newly delivered fleets, coordinating logistics support preparation with customers. Develop proactive pre-delivery plans, train customers to access Customer Support & Services (CS&S), support aircraft acceptance, and ensure on-site readiness for EIS. Coordinate the CS&S functions responsible for establishing service infrastructure in the customer’s area, acting as a CS&S Program Manager. Manage in-service activities for assigned customer fleets, ensuring objectives are met in line with contractual commitments and customer operational requirements. Monitor service commitments and performance levels, conduct proactive customer visits, manage customer satisfaction, and act as Contract Manager for in-service contracts, including Warranty, Power by the Hour, and Basic Ordering Agreements (BOA). Manage customer account status and recovery actions, support closure of post-delivery items, and help resolve complex issues such as major events, obsolescence, and fleet deployments. Maintain routine communication with customers on support issues in coordination with Customer Support departments. Coordinate regular program review meetings and operator conferences, develop and manage continuous customer satisfaction and improvement plans, establish and monitor customer support performance metrics, and develop an integrated customer service network with LHD Customer Support in Italy. Perform other duties and responsibilities as assigned. The position is listed as hybrid and is based in Philadelphia, with domestic and international travel required. A bachelor’s degree in Aerospace Engineering or Logistic Engineering and three years of similar aviation-sector experience are specified.

Requirements

Bachelor’s degree in Aerospace Engineering or Logistic Engineering.
Three years of experience in a similar role in the aviation sector.
Strong understanding of aviation technology.
Strong written and oral communication skills.
Proficiency with MS Office.
Intercultural awareness and ability to create and maintain relationships.
Ability to work under pressure and meet customer deadlines.
Well-organized and adaptable, with a flexible approach.
Ability to handle critical and emergency situations involving customers.
Ability to travel domestically and internationally.

Nice To Haves

Experience in the helicopter industry is preferred.
Knowledge of Italian is a strong plus.
Knowledge of logistics processes and SAP functions is preferred.

Responsibilities

Coordinate interdepartmental activities across Service Engineering, Materials, Training, on-site Maintenance Service, Program Management, and Proposals & Contract Management.
Advise customers, understand their needs, and communicate requirements internally to improve customer operations.
Support regional sales by identifying commercial opportunities, endorsing service solutions and bids, defining EIS deliverables, supporting service-package negotiations, agreeing service performance levels, and setting up customer accounts.
Assist the Proposals & Contracts Manager with customer-tailored support proposals and contracts.
Manage Entry-Into-Service for newly delivered fleets, including logistics preparation, proactive pre-delivery planning, customer training on CS&S services, aircraft acceptance support, and on-site readiness.
Coordinate CS&S functions responsible for establishing service infrastructure in customer areas, acting as a CS&S Program Manager.
Manage in-service activities for assigned customer fleets in accordance with contractual commitments and customer operational requirements.
Monitor service commitments, agreed performance levels, and customer satisfaction; conduct proactive customer visits.
Act as Contract Manager for in-service Warranty, Power by the Hour, and Basic Ordering Agreement contracts.
Manage customer account status and activate recovery actions.
Support closure of post-delivery pending items and assist customers with complex issues, including major events, obsolescence, and fleet deployments.
Maintain routine, continuous communication with customers about customer support issues in coordination with Customer Support departments.
Coordinate regular customer program review meetings and operator conferences.
Develop and manage continuous customer satisfaction and improvement plans.
Establish and monitor customer support performance metrics for assigned customers.
Develop an effective, integrated customer service network with LHD Customer Support in Italy.
Perform other duties and fulfill other responsibilities as assigned.