Customer Support Manager MRO North America

Airbus•Herndon, VA

2d•$90,000 - $106,000•Hybrid

About The Position

The CSM acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest. The role of the CSM for MRO is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach. He/she acts as a facilitator to all Business Units to achieve their objectives, whilst satisfying the customers.

Requirements

Authorized to Work in the US
Degree/Diploma (Engineering, Business Management or equivalent) required.
Min 2+ years 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.

Nice To Haves

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

Responsibilities

Evaluating MRO customer operational performance and determining appropriate Customer Services response.
Coordinating with Procurement and other business units the specific relationship with MROs being customer, supplier and potential partner for Airbus.
Aligning on strategy for any relevant in-service topics and potential MRO partnerships including the industrial set-up of MRO management.
Ensuring commercial gestures are well justified and minimized.
Ensuring overdue payments are made and contributing to Customer Services order intake.
Closely following-up contractual commitments.
Assisting the different Customer Service Business Units, Strategy and Procurement by providing, discussing and following-up Customer Services items as required.
Managing the relationship by establishing and maintaining direct contact with Customers’ management.
Identifying customer needs and subsequently promoting and actively supporting the Customer Services sales, in conjunction with the Services and Sales Directors.