Customer Support Manager MRO North America

Airbus is committed to providing reasonable accommodations to applicants with disabilities.

About the Role

The Customer Support Manager (CSM) acts as the voice of the customer within the Customer Support and Services Organization. As the main focal point, the CSM is accountable for all post-sales activities, ensuring customer satisfaction while preserving Airbus' interests.

Responsibilities

• Lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy, ensuring an aligned approach.
• Act as a facilitator for all Business Units to achieve their objectives while satisfying customers.
• Support aircraft sales campaigns and MRO partnerships by:
  • Evaluating MRO customer operational performance and determining appropriate Customer Services responses.
  • Coordinating with Procurement and other business units to manage relationships with MROs as customers, suppliers, and potential partners.
  • Aligning strategy for in-service topics and potential MRO partnerships, including industrial set-up.
• Ensure commercial gestures are well-justified and minimized, overdue payments are made, and contribute to Customer Services order intake.
• Closely follow up on contractual commitments.
• Assist Customer Service Business Units, Strategy, and Procurement by providing, discussing, and following up on Customer Services items as required.
• Manage customer relationships by establishing and maintaining direct contact with customers’ management.
• Identify customer needs and promote and support Customer Services sales in conjunction with Services and Sales Directors.

Requirements

• Authorized to work in the U.S.
• Degree/Diploma in Engineering, Business Management, or equivalent (required).
• Minimum 2+ years of experience in Customer Support (required).
• Education or experience in the aviation industry (OEM, MRO, Airlines) considered an asset.
• Project Management experience preferred.
• Demonstrate a high level of accountability and integrity.
• Self-directed, deadline-driven, and capable of solving complex problems with minimal supervision.
• Professional and amiable personality with exceptional relationship-building skills.
• Experience preparing and presenting presentations to customers.
• 40% domestic and international travel required.

Physical Requirements

• Onsite or Remote: Office location 3 out of 5 days per week.
• Vision: Ability to see and read computer screens, documents, and reports.
• Hearing: Daily ability to hear and participate in conversations in person and via teleconference or phone.
• Speaking: Daily ability to speak in conversations, meetings, and communications.
• Equipment Operation: Daily use of personal computer, telephone, copier, fax machine, and electronic identification card for building access.
• Carrying: Daily ability to carry documents, tools, drawings, and electronic equipment up to 10 lbs.
• Sitting: Daily ability to sit for long periods in meetings or while working on a computer.
• Standing: Daily ability to stand for discussions in offices or on a production floor.
• Travel: 10% of time able to travel independently and at short notice.
• Walking: Daily ability to walk through office and production areas, including uneven surfaces.
• Personal Protective Equipment (PPE): If visiting a factory, required PPE includes Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by the site or customer site.

Pay

Salary range based on required profile: $90,000.00 - $106,000.00 per year. Actual minimum and maximum may vary based on geographic differential. Individual pay is determined by skills, experience, and other relevant factors.

Benefits

• Medical, dental, and vision insurance.
• Prescription insurance.
• Employee Assistance Program.
• Flexible Spending Accounts and Health Savings Accounts.
• Basic and Voluntary Life and Accidental Death & Dismemberment insurance.
• Short-term and Long-term Disability insurance.
• 401(k) retirement plan.
• Paid time off, including paid holidays.
• Tuition Assistance.
• Bonus(es) subject to performance criteria.

These benefits are for the current plan year and are subject to change without notice.