Customer Support Manager MRO North America

Airbus•Herndon, VA

14h•Onsite

About The Position

The Customer Support Manager (CSM) acts as the voice of the customer within the Customer Support and Services Organization. This role is the main focal point and is accountable for all post-sales activities, ensuring customer satisfaction while safeguarding Airbus' interests. The CSM for MRO (Maintenance, Repair, and Overhaul) is responsible for leading the In Service Core Team (ISCT) to consolidate and drive Airbus' customer service strategy internally, ensuring a unified approach. The CSM facilitates all Business Units to achieve their objectives while meeting customer needs.

Requirements

Authorized to Work in the US
Degree/Diploma in Engineering, Business Management, or equivalent required.
Minimum of 2+ years of experience with Customer Support required.
Demonstrate a high level of accountability and integrity.
Self-directed, deadline-driven, critical thinker capable of solving complex problems with little supervision.
Professional amiable personality with exceptional relationship-building skills.
Previous experience preparing and presenting presentations to customers.
Only applicants with current work authorization will be considered.

Nice To Haves

Education or previous experience in the aviation industry (OEM, MRO, Airlines) considered an asset.
Project Management experience preferred.

Responsibilities

Support aircraft sales campaigns and MRO partnerships by evaluating MRO customer operational performance and determining appropriate Customer Services responses.
Coordinate with Procurement and other business units regarding the specific relationship with MROs, who may be customers, suppliers, and potential partners for Airbus.
Align on strategy for relevant in-service topics and potential MRO partnerships, including the industrial setup of MRO management.
Ensure commercial gestures are well-justified and minimized.
Ensure overdue payments are made and contribute to Customer Services order intake.
Closely follow-up on contractual commitments.
Assist various Customer Service Business Units, Strategy, and Procurement by providing, discussing, and following up on Customer Services items as required.
Manage customer relationships by establishing and maintaining direct contact with Customers’ management.
In conjunction with the Services and Sales Directors, identify customer needs and subsequently promote and actively support Customer Services sales.