Customer Support Manager MRO North America

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Job Description:

Position Summary: The CSM acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest. 

Primary Responsibilities: The role of the CSM for MRO is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach. He/she acts as a facilitator to all Business Units to achieve their objectives, whilst satisfying the customers. 

1. The CSM support of aircraft sales campaigns and MRO partnerships: 

● Evaluating MRO customer operational performance and determining appropriate Customer Services response. 

● Coordinating with Procurement and other business units the specific relationship with MROs being customer, supplier and potential partner for Airbus. 

● Aligning on strategy for any relevant in-service topics and potential MRO partnerships including the industrial set-up of MRO management.

● Commercial gestures are well justified and minimized 

● Overdue payments are made and contributes to Customer Services order intake 

● Contractual commitments are closely followed-up 

● Assisting the different Customer Service Business Units, Strategy and Procurement by providing, discussing and following-up Customer Services items as required

2. The CSM manages the relationship by establishing and maintaining direct contact with Customers’ management.

3. In conjunction with the Services and Sales Directors, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales.

Eligibility:

• Authorized to Work in the US

• Degree/Diploma (Engineering, Business Management or equivalent) required.

• Min 2+ years experience with Customer Support required

• Education or previous 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, critical thinker capable of solving complex problems with little supervision

• Professional amiable personality with exceptional relationship building skills

• Previous 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 and other electronic equipment with screens, able to read documents, reports.

• Hearing: Daily able to hear to participate in conversations in person and via teleconference or phone.

• Speaking:  Daily able to speak in conversations and meetings, deliver information and participate in communications. 

• Equipment Operation: daily use of personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors.

• Carrying: Daily able to carry documents, tools, drawings, electronic equipment up to 10lbs.

• Sitting:  Daily able to sit for long periods of time in meetings, working on a computer. 

• Standing: Daily able 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 able to walk through office and production areas including uneven surfaces.

• Personal Protective Equipment required:  If visiting a factory - Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

Salary Range:

Salary range based on the required profile: $90,000.00 - $106,000.00/year. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors. This position offers the following benefits:  Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid time off including paid holidays, Tuition Assistance, Bonus(es) subject to performance criteria.  These are our current benefit offerings for the current plan year and are subject to change without notice.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Americas Customer Services, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Customer Account and Service Management

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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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