Customer Support Manager

Airbus•Grand Prairie, TX

3d•Onsite

About The Position

At Airbus Helicopters, we don't just build world-class aircraft—we keep them flying. We are seeking a powerhouse Customer Support Manager to act as the ultimate strategic champion and primary face of Airbus for an elite portfolio of operators. This isn't your average account management role. Operating as a high-visibility program lead in a matrix environment, you will hold the keys to a multi-million dollar portfolio where your decisions directly impact fleet availability, operational performance, and customer trust. If you are a seasoned aviation expert who thrives at the intersection of relationship strategy, contract execution, and high-stakes problem-solving, your next career chapter starts here.

Requirements

Minimum four (4) year undergraduate degree, education may be replaced with equivalent work experience
Twelve (12)+ years’ experience in customer service, repairs and logistics or related field
Eight (8)+ years’ experience in the helicopter/aviation industry
Business, logistics and supply management, customer service
Familiar with Aviation Maintenance methods, practices and technical publications
Proficient in Microsoft Office Suite and/or Google Suite plus maintenance management systems
Travel Required: 40% Domestic and 10% International
Citizenship: Able to work in the US without a current or future need for visa sponsorship
Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Employee’s specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus at all times.
Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms at all times.
Speaking: able to speak in conversations and meetings, deliver information and participate in communications 100% of the time.
Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Operate most office and personal electronic equipment for 80% of the work day.
Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. during 10% of the work day.
Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. for 5% of work hours.
Pushing / Pulling: On rare occasions such as 1 to 2% of the time on a monthly basis able to push and pull small office furniture and some equipment and tools.
Sitting: At least 80% of the work day, able to sit for long periods of time in meetings, working on the computer.
Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
Standing: As a daily occurrence for 10% of their time on a monthly basis, able to stand for discussions in offices or on the production floor.
Travel: able to travel independently and at short notice.
Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces.
Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Responsibilities

Focal point in Airbus Helicopters for an assigned group of Customers to support them in all S&S activities related to their in-service fleet.
Manage customer needs, performance and shared forecasting by building strong and long-lasting relationships with customers and establishing standard routines.
Work in close collaboration with the Sales Manager and support regional & central and transversal department to support offers, contract negotiations and provide customer intelligence.
Understand Customer’s expectations by constantly assessing and improving the customer relationship by actively listening and clarifying their needs, requirements and occurring concerns.
Gather customer’s needs to lead into future business and sales.
Be the voice of the customer to support departments, feed the internal Airbus organizations with customer intelligence to help improve customer experience.
Run complex situations and coordinate meetings with partners to find a resolution, including maintaining the relationship and communication with customers in crisis situations.
Propose and support customer service improvement initiatives to improve customer satisfaction.
Act as the focal point for deliverables and support Sales & Program directorates for any matter related to S&S contractual issues
Responsible for Profit & Loss (products and services) for the different customers and regions.
Lead contract management, supervise operational execution.
Monitor achievement of major contractual landmarks and results on time, on cost and quality.
Supervise and coordinate activities performed by internal or external partners of all S&S contractual deliverables.
Manage contract financial commitments (ensure achievements of turnover, margin, WOC, cash, cost adherence)
Communicate, coordinate and facilitate customer needs with the internal support departments to develop messaging to the customer.
Define key indicators to monitor performance, achieve customer satisfaction and fleet availability targets for the assigned portfolio of customers.
Track and influence customer operational availability (OA) and direct maintenance costs (DMC) by monitoring customer operational and maintenance data, identifying trends and making recommendations to increase OA, lower DMC and improve company gross margin
Analyze activity levels related to customer’s operations such as flight hours, parts consumptions, future trends and coordinate with functional specialists to provide further analysis and ensure key players provide essential reports.

Benefits

Competitive base salary
Incentive compensation which may include profit sharing schemes
Retirement savings plan
Employee Stock Ownership Plan (“ESOP”)
Paid time off including personal time
Holidays
Generous paid parental leave program
Comprehensive insurance coverage including medical (traditional and high-deductible health plans)
Prescription coverage
Dental insurance
Vision insurance
Life insurance
Disability insurance
Employee Assistance Plan (“EAP”)
Other supplemental benefit coverages