Responsable d’Acceptation Client / Customer Acceptance Manager

Airbus•Montreal, QC

10d•Hybrid

About The Position

The A220 commercial aircraft program is looking for a Customer Acceptance Manager (CAM) to join our Quality team based in Mirabel (Quebec, Canada). You will be part of the Customer Acceptance and Delivery (CAD) team, responsible for the customer presentation program, as well as opening, processing (Quality/Schedule), and closing customer log books (CLB). As such, you will ensure the relevance of responses or rework to guarantee customer acceptance throughout the Pre-FAL, FAL, and Delivery phases. The team's organization is structured to promote cross-functional collaboration and autonomy, while fostering mutual support and collective learning. Your role as Customer Acceptance Manager will be to act as the technical focal point for a given aircraft throughout the process, from pre-integration to the transfer of ownership.

Requirements

University degree in aeronautical engineering or maintenance, with a minimum of 10 years of confirmed experience in the industry.
Mastery of industry standards, quality requirements, and industrial challenges.
Total dedication to customer satisfaction while protecting the company's interests.
Excellent communication skills and recognized expertise in customer relationship management.
Initiative, creativity in problem-solving, and great diplomacy under pressure.
Ability to positively challenge stakeholders and formulate precise requests at all levels (from assembler to management).
Strong organizational skills and proven ability in multitasking and priority management in a dynamic environment.
Motivated team player, capable of working with minimal supervision while demonstrating leadership.
High availability and increased flexibility, especially during critical delivery periods.
Ability to integrate and evolve with ease in a multicultural and multidisciplinary work environment.
Solid knowledge of Final Assembly Line (FAL) management and Airbus industrial processes.
In-depth transversal technical knowledge covering structure, systems, avionics, and cabin.
Fluent English and mastery of the local language (French).

Responsibilities

Steering and coordinating the customer presentation program, from the pre-FAL phase to technical completion.
Participating in acceptance flights and conducting rigorous cabin inspections with the customer during the delivery phase.
Serving as the primary customer contact for processing, monitoring, and closing their specific requests.
Ensuring the management of Customer Log Book records, from formulating responses to the final resolution of raised points.
Identifying and mitigating aircraft industrial risks, escalating major issues to the Aircraft Delivery Manager.
Maintaining a constructive customer relationship through proactive communication and fair management of expectations, while respecting Airbus' interests.
Maintaining customer confidence by steering and disseminating reliable information flow throughout the CAD process.
Facilitating the feedback loop (post-mortem) after each delivery to promote continuous improvement.
Managing lessons learned by collecting and processing customer surveys in collaboration with the multidisciplinary team.
Liaising with the Aircraft Delivery Manager for the collection of critical data (customer specifics, delivery history, industrial planning, and milestones).
Steering technical risks and opportunities by rapidly assessing complex issues, initiating recovery plans under constraints, and making balanced decisions between industrial responsiveness and customer satisfaction.