Customer Support Manager

Leonardo • Philadelphia, PA

12d • Hybrid

About The Position

Manage selected AgustaWestland Philadelphia Corporation customer fleets in the North, Central, and South American markets. The Customer Support Manager serves as a customer advisor and accountable service representative, and supports regional sales. The role’s objective is to develop, achieve, and guarantee efficient and effective after-sales support that sustains and improves customer operations.

The position coordinates support across service engineering, materials, training, on-site maintenance service, program management, and proposals and contract management. It manages fleet entry into service and in-service activities, customer communications and account status, service performance, satisfaction and improvement plans, and customer support performance metrics. It also coordinates customer program reviews and works with Customer Support in Italy to develop an integrated customer service network.

Requirements

• Bachelor of Science 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.
• Knowledge of Italian.
• Knowledge of logistics processes and SAP functions.

Responsibilities

• Coordinate interdepartmental activities across service engineering, materials, training, on-site maintenance service, program management, and proposals and contract management to support customer requirements.
• Advise customers, understand their operational needs, and communicate those needs internally to improve customer operations.
• Support regional sales by using customer knowledge to identify commercial opportunities, endorse service offerings and competitive bids and proposals, define Entry into Service deliverables, support service-package negotiations, agree on service performance levels, and set up customer accounts.
• Assist the Proposals & Contracts Manager in developing and coordinating customer-tailored support proposals and contracts.
• Manage the Entry-Into-Service phase for newly delivered fleets, coordinating logistics preparation with customers and developing proactive pre-delivery plans.
• Train customers to access Customer Support & Services (CS&S) services and personnel, support aircraft acceptance, and ensure on-site readiness for entry into service.
• Manage CS&S functions responsible for establishing customer-area service infrastructure, 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-delivery commitments and agreed performance levels, and maintain customer satisfaction.
• Execute proactive customer visits and take responsibility for customer satisfaction.
• Act as Contract Manager for in-service contracts, including Warranty, Power by the Hour, and Basic Ordering Agreements (BOA).
• Manage customer account status and activate recovery actions.
• Support closure of post-delivery pending items and help customers resolve complex issues, including major events, obsolescence, and fleet deployments.
• Maintain prompt, ongoing communication with customers about support issues in coordination with Customer Support departments.
• Coordinate regular program review meetings and operator conferences with customers.
• Develop and manage continuous customer-satisfaction and improvement plans.
• Establish and monitor customer support performance metrics for assigned customers.
• Work with Customer Support in Italy to develop an effective, integrated customer service network.
• Perform other duties and fulfill other responsibilities as assigned.

What This Job Offers

• Job Type: Full-time