Customer Support Account Manager

Leonardo Australia; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Free on-site parking

Great work life balance

EAP services

Career development opportunities

Job summary

Leonardo Australia is seeking a Customer Support Account Manager based in Sydney to manage end-to-end customer support contracts for helicopter operators across Oceania. You will serve as the Customer Representative and Internal Stakeholder, coordinating across functions to optimise fleet availability, supply chain delivery, and technical responsiveness.

The role requires a background in engineering, aviation, or technical account management, plus 3+ years in customer support or related fields.

Qualifications

• Bachelor’s degree in Engineering, Business Management, or a related discipline.
• 3+ years in customer support, account management, or engineering environments; aviation sector preferred.
• Ability to obtain Australian Security Clearance and National Police History Check.

Responsibilities

• Act as the primary day-to-day contact for customer maintenance teams and management staff.
• Propose customised service solutions (Service Plans, Spare Parts Packages, BOA Contracts, R&O Plans).
• Conduct periodic on-site visits with Technical Representatives to review service performance.
• Collaborate with the Training Academy to recommend specialised training programs for customer staff.
• Resolve statements of account disputes and assist finance with timely settlements.
• Gather market intelligence and benchmark competitor offerings to expand regional support products.

Skills

Power BI

SAP CRM

MS Office

Relationship management

Negotiation

Education

Bachelor’s degree in Engineering/Business

Master’s degree preferred

Tools

Power BI

SAP CRM

Job description

Leonardo International Helicopter Division performs research, design, development, production, customer support and marketing of Leonard's extensive range of products; modern helicopters and tiltrotors for civil, parapublic and defence applications. The Division manages the entire helicopter development and production cycle. Production and assembly plants are concentrated in Italy, UK, Poland and the US. The AW139, AW169 and AW189 models are part of a family of new generation helicopters, all featuring the same design philosophy and the same certification and safety standards.

Leonardo Australia is the Australian subsidiary of Leonardo International, offering full support services including engineering and maintenance including logistics management and other related support functions. Helicopter activities include helicopter gearbox overhauls in our state-of-the art MRO facility. We also perform scheduled and unscheduled maintenance, aircraft modifications and deployed support to customer maintenance activities. Our typical customers work in emergency services, offshore operations, in both government and private sectors including defence. Leonardo Australia has two key divisions, Helicopters and Electronics.

About Leonardo Australia

Leonardo International Helicopter Division performs research, design, development, production, customer support and marketing of Leonard's extensive range of products; modern helicopters and tiltrotors for civil, parapublic and defence applications. The Division manages the entire helicopter development and production cycle. Production and assembly plants are concentrated in Italy, UK, Poland and the US. The AW139, AW169 and AW189 models are part of a family of new generation helicopters, all featuring the same design philosophy and the same certification and safety standards.

Leonardo Australia is the Australian subsidiary of Leonardo International, offering full support services including engineering and maintenance including logistics management and other related support functions. Helicopter activities include helicopter gearbox overhauls in our state-of-the art MRO facility. We also perform scheduled and unscheduled maintenance, aircraft modifications and deployed support to customer maintenance activities. Our typical customers work in emergency services, offshore operations, in both government and private sectors including defence. Leonardo Australia has two key divisions, Helicopters and Electronics.

Why Join Leonardo?

• Work with a global leader in aerospace, defence and security.
• Be part of a highly skilled and collaborative team.
• Contribute to advanced technology and defence capability projects.
• Access professional development and career growth opportunities.
• Join a company committed to innovation, sustainability and diversity.
• Convenient free on-site parking.
• Great work life balance.
• Access to the company EAP services.

The Opportunity:

Are you a customer-focused professional with a background in engineering, aviation, or technical account management? Leonardo Australia is seeking a Customer Support Account Manager based in Sydney to manage end-to-end customer support contracts for helicopter operators across Oceania.

In this dual-focused role, you will act as the key Customer Representative—delivering responsive, high-quality service solutions—and as an Internal Stakeholder, collaborating across functions to optimise fleet availability, supply chain delivery, and technical responsiveness. You will also play a key role in driving business development for our customer support product line across the region.

Key Responsibilities

Customer Relationship & Business Development

• Act as the primary day-to-day contact for customer maintenance teams, pilots, and management staff.
• Propose customised service solutions (Service Plans, Spare Parts Packages, BOA Contracts, R&O Plans).
• Conduct periodic on-site visits with Technical Representatives to review service performance and identify areas for improvement.
• Partner with the Training Academy to recommend specialised training programs for customer staff.
• Resolve statement of account disputes and support finance teams in ensuring timely invoice settlements.
• Gather market intelligence and competitor benchmarking to expand regional support products.

Internal Stakeholder & Operations

• Track and monitor key fleet metrics, including Aircraft On Ground (AOG) response, spare parts delivery, R&O service, and technical queries.
• Align internal departments (Procurement, Business Units, CS&S) to meet or exceed customer targets.
• Utilise ICT systems and SAP CRM to maintain up-to-date customer data and operational records.
• Support CS&T systems improvement, introducing continuous improvement / 'lean' processes and developing Power BI/reporting packages.

Key Selection Criteria

Qualifications & Experience

• Education: Bachelor’s degree (Master’s preferred) in Engineering, Business Management, or a related discipline.
• Experience: 3+ years of experience in customer support, account management, or engineering environments. Experience in the aviation sector is highly regarded.
• Systems: Intermediate to advanced MS Office skills. Proficiency in Power BI and SAP CRM is a distinct advantage.
• Clearances: Ability to obtain and maintain an Australian Security Clearance and a clear National Police History Check.

Skills & Working Style

• Strong negotiation, problem-solving, and relationship-management skills.
• Ability to thrive under pressure and adapt to demanding customer timelines.
• Excellent written and verbal communication skills.
• Willingness to undertake frequent national and international travel (including short notice).
• Flexibility to support urgent customer requirements after hours and align with international headquarters (Italy/US) when required.