Head of Support and Services

Airbus•Bingen, WA

2d•Onsite

About The Position

The Head of Customer Support and Services (HO S&S) reports directly to the Managing Director of the Airbus–Flexrotor business and leads a global team. This role is responsible for designing Flexrotor support and services global concept and organization, developing pricing models, and managing cross-cultural opportunities worldwide. Additionally, the position oversees key functions including technical publications, technical support, maintenance repair and overhaul (MRO), field maintenance, and customer order management. The HO S&S is accountable for maximizing the value delivered by Support and Services in the global market, ensuring operational excellence and customer satisfaction. The position is accountable for the performance of all HO S&S activities, including turnover, margin, and working capital in line with the Airbus - Flexrotor business. The role builds the business in partnership with the international sales and Support & Services teams, and Airbus Helicopters global network, maximizing Customer Satisfaction, Business Capture and Cost efficiency in line with the Airbus - UAS Strategies, Policies & Standards. The HO S&S Flexrotor acts as a leader, teambuilder and mentor to develop a stable and proficient team with shared vision, targets, AH Group values, ethics and compliance, processes and best practices. Additionally, this role acts as a facilitator, challenger and moderator ensuring that the Support and Services team work smoothly with the Airbus – Flexrotor team, as well as offering world class support to the global customer base.

Requirements

Bachelor’s degree in Business Administration and Business Management, or Engineering degree, or Finance degree.
Minimum 15 years’ experience in the aerospace industry.
Extensive experience leading services and support organization, or functions directly related to Support and Services (Engineering support, Finance, Maintenance)
5-9 years in management
Aerospace industry knowledge
Demonstrated leadership in a multicultural environment, including coaching and mentoring
Strong interpersonal and organizational skills
Excellent time and project management capabilities
High attention to detail
Proven negotiation skills
Creative thinking
Must have basic knowledge of the different business units within support and services
Knowledge of unmanned industry, Airbus Helicopters or Airbus Group
Ability to communicate effectively in verbal and written form in English
Possess outstanding written, verbal, and presentation skills to effectively deliver complex, data-driven insights
Strong influence skills
Microsoft Office Suite
Google Workplace

Nice To Haves

Master’s degree or MBA
Experience leading international and cross-functional teams
Fluency in French and/or German is a plus
Conversational French or German

Responsibilities

Set up the organization dedicated to the Support of the Flexrotor UAS globally
Drive S&S operational performance in the Flexrotor UAS market
Monitor and improve S&S Customer Satisfaction.
Drive transformation and improvement of S&S.
Formulate and install standard practices based on comparative studies of methods, costs and material and support data
Ensure that all procedures within the area of responsibility are maintained current, are followed, and that a well-defined working relationship is established with QA in order to maintain the requirements of quality standards.
Work closely with Flexrotor’s Programs and Sales and Marketing teams.
Share best practices with other teams of Airbus Helicopters’ UAS program.
Accountable for S&S financial performance incl. but not limited to turnover, profitability & cash flow
Establish controls and maintain adherence to cost and inventory budgets and forecasts for all lines of business
Drive Commercial Operations and Demand Planning (inputs for regional FC, S&OP exercise) for S&S
Direct and coordinates Customer Support activities to ensure that products and production are sustained to meet corporate production and support requirements
Accountable for the S&S sales funnel, bookings, turnover, margin, cash, in line with the Airbus – Flexrotor operational plans
Support the Regional Sales organizations for MRO sales, technical support offerings and support packages
Ensures that all sales managers are working in a coordinated way in line with the Airbus - Flexrotor S&S strategy.
Build the S&S Strategy maximizing and reporting the state of the S&S to leadership
Contribute to the elaboration of commercial strategy
Leads S&S teams
Build teams and foster connections and collaboration across the domestic and international regions as well as with the Program organization
Prepare S&S teams for the future (workload balancing, working conditions, leadership model, etc.)
Enforce the AH group pricing policy within Airbus – Flexrotor market
Setup a streamline plan for improving the companies A/R’s
Develop and roll out a plan for improving customer satisfaction
Approve the financial structure of MRO in respect to S&S