Senior Customer Support Director

Airbus•Herndon, VA

1d•$145,000 - $165,000•Onsite

About The Position

The Senior Customer Support Director (Sr. CSD) acts as the voice of the customer in the Customer Support and Services Organization. As such, they are the main focal point and accountable for all post sales-related activities, and to ensure customer satisfaction while preserving Airbus interest. The Senior CSD will be allocated to one Cat 1S (Strategic Customer). They would also be responsible to lead a Transversal Project and be expected to manage a cross functional multi national team. This project would be to deliver improvements and efficiencies at strategic or transformational level within Customer Services.

Requirements

10 years minimum of experience in the aerospace industry
3 years experience as a Customer Support Director managing category 1 customers
Hold professional qualifications in aerospace engineering or a related discipline
Possess knowledge and awareness of contracting principles
Have a strong level of aviation safety awareness
Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority.
Possess an excellent track record of customer interfacing experience
Have demonstrated high-level written and oral communication skills in English
Proven resilience and ability to work under significant exposure and pressure
Possess strong interpersonal/negotiation skills in a multi-cultural environment
Be able to develop a business strategy supported by a robust business plan or other strategic imperatives
Have demonstrated ability to work and collaborate in multi-functional teams
Be able to work autonomously and take initiative
Demonstrate leadership, ownership, empathy, flexibility, assertiveness and humility
Authorized to Work in the US

Nice To Haves

Project Management Certification is a plus

Responsibilities

Lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.
Lead the ISCT as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters.
Coordinate and oversee all post sales-related activities through the whole aircraft life cycle, including aircraft Entry into Service (EIS) preparation, post EIS daily support and End of Operations management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements.
In conjunction with the Sales Director, identify customer needs and subsequently promote and support the sale of Customer Services range of products and services.
Exercise commercial control and ensure that commercial gestures are well justified, documented and minimized, contractual commitments are closely followed-up and executed, and debt is kept under control.
Provide a high level of support to the aircraft sales team during Marketing phases of the aircraft sales, including giving presentations and RFI on customer services.
Assess and define customer’s needs based on their support intel with the aim to embed the customer services package within the aircraft sales campaign.
Recommend joint services sales opportunities.
Identify opportunities to engage with the customer through different types of events/forums that will support the development of the relationship with Airbus.
Lead at least one transversal project supporting the transformation of critical Airbus Customer Services processes across business units and regions.
Ensure successful deployment of the transversal project (on time, cost and quality) while securing senior leadership and any relevant stakeholders’ buy-in.
Ensure that the relationship with the cross-functional key decision makers for their assigned customers are established, nurtured and maintained from working level up to senior and executive leadership.
Lead the preparation, execution and follow-up of Executive Review Meetings.
Address key strategic topics in line with the top level Airbus Customer Services strategy during Executive Review Meetings.
Create additional opportunities for Airbus top leadership to engage with their customer counterparts as the business requires.
Deputize the Regional HO Customer Support when he/she needs back-up.
Represent the region’s customer support function in front of the Airbus SVP of Customer support.
Represent the region’s customer support function in front of the Airbus Americas VP of Customer Services.
Act as the head of the regional customer support team and lead the entire team operations as such, including personnel management aspects.