ATR - MIAMI - Customer Support Director (H/F) - AVIONS DE TRANSPORT REGIONAL (ATR) GIE
About the role
ATR is the world's number one aircraft manufacturer in regional aviation, providing a new generation of turboprops. ATR Americas (AAS) is the primary hub for supporting the Americas and Caribbean regions. The dedicated team comprises departments such as Support & Services, Quality, HR, Commercial and Finance.
Our leadership profile includes people-centric, entrepreneurial, inspiring, exemplary, innovative, and humble qualities. At ATR, you will work with passionate colleagues to make a difference in a human-sized company with attractive advantages!
We are looking for a Customer Support Director to join our Support & Services Directorate in Barbara’s team!
Responsibilities
- Act as the main ATR point of contact and escalation for all in-service topics.
- Build strong relationships through regular on-site visits and frequent communication.
- Maintain an end-to-end understanding of customer operations and context.
- Organize Senior Management Meetings (SMM) when relevant.
- Maintain account data through the ATR CRM.
- Monitor customer satisfaction through regular interactions and surveys, as well as fleet performance (e.g., OTDR, aircraft availability) based on customer data and field service reporting.
- Assess trends, main drivers, and coordinate ATR’s response to customer needs and operational issues.
- Lead cross-functional projects and support Field Service teams.
- Manage escalations until resolution, in coordination with the Commercial Department when needed.
- Co-define account objectives and strategy with Sales, Programs, and Customer Services.
- Develop tailored in-service strategies aligned with customer and ATR priorities.
- Lead the Account Management Multi-Functional Team (MFT) in the deployment of Account strategy for the in-service scope.
- Coordinate EIS preparation for new ATR customers or new aircraft types.
- Support implementation of contractual after-sales obligations.
- Ensure customer readiness for smooth entry into operations.
- Identify opportunities for service and aircraft sales.
- Support sales campaigns with customer and operational insights.
- Assist Credit Management when escalation is required.
- Promote Safety culture and support Safety initiatives within the customer environment.
Requirements
- Engineering or Business degree.
- Minimum 7 years of experience in an airline, OEM, MRO, or customer support role.
- Strong understanding of aircraft systems, maintenance, and airline operations.
- Experience in or with an aircraft manufacturer Customer Services environment is an asset.
Skills & Competencies
- Strong customer orientation and communication skills.
- Able to synthesize complex issues and lead cross-functional teams.
- Solid project management and problem-solving capabilities.
- Able to work under pressure and manage multiple priorities.
- Product-quality awareness and understanding of airline constraints.
About You
- Fluent English required.
- Additional languages (French, Spanish, Portuguese) are a plus.
- Proficient with Microsoft 365 and CRM tools.
- Willingness to travel frequently (including short notice).
Pay
Highly competitive compensation package (bonus, success sharing, retirement plan with an employer contribution matching plan...)
Schedule
Work-life balance (remote working, paid time off...)
Benefits
- Well-being / health (supplementary health & welfare coverage...)
- Career paths enabling employees to develop their skills and build a professional project
- Wide choice of development programs for soft and hard skills
- Diversity and inclusion: Over 1400 men & women with more than 35 different nationalities work together in our teams!
Company
Avions de Transport Regional (ATR) GIE
Contact
Barbara Moreau
Application Instructions
To apply, please submit your CV or application.