Senior Customer Support Director

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Job Description:

Position Summary:  

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.

Primary Responsibilities:

The role of the Senior CSD is to 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. 

In-line with the Global Account Management (GAM) concept, the Senior CSD leads 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. 

For their major Cat 1S and Cat 1 accounts, the Senior CSD is responsible to 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, they are responsible for identifying customer needs and subsequently promoting and supporting the sale of  Customer Services range of products and services.

The Senior CSD also exercises commercial control and ensures that: 

• Commercial gestures are well justified, documented and minimized 

• Contractual commitments are closely followed-up and executed

• 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

• On top of their customer accounts management activities, the senior CSD is expected to use their strategic acumen to lead at least one transversal project supporting the transformation of  critical Airbus Customer Services processes across business units and regions.

 This project might be related, but not limited, to:

• Aiming at improving global customer satisfaction

The senior CSD will have to ensure successful deployment of this project ( on time, cost and quality) while securing senior leadership and any relevant stakeholders’ buy-in.

• Increasing the efficiency of the organization 

• Harmonizing the way of working within the CSDs in the region and beyond / Implementing benchmark initiative

The Senior CSD ensures 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. 

Considering their strategic nature, the accounts of the senior CSD are entitled to at least one Executive Review Meeting yearly. The senior CSD is fully empowered to lead the preparation, execution and follow-up of those executive meetings. As those meetings involve C-suite level representatives, the senior CSD is expected to address key strategic topics in line with the top level Airbus Customer Services strategy.  

Besides those forums, the Senior CSD creates additional opportunities for Airbus top leadership to engage with their customer counterparts as the business requires.

The Senior CSD will also be asked to deputize the Regional HO Customer Support when he/she needs back-up.

This mission includes:

• Representation of the region’s customer support function in front of the Airbus SVP of Customer support

• Representation of the region’s customer support function in front of the Airbus Americas VP of Customer Services

• Acting as the head of the regional customer support team and lead the entire team operations as such, including personnel management aspects

Job Requirements:

• Experience 

  • 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

• Knowledge, Skills and demonstrated capabilities

  • 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

  • Project Management Certification is a plus

Travel Required: 

Approx 50% North America domestic travel, with international travel to Europe approx 2 to 3 trips per year 

Eligibility:

• Authorized to Work in the US

Salary Range:

Salary range based on the required profile: $145,000 - $165,000/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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