Customer Support Manager

Airbus Defence and Space; New Delhi; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Airbus India Private Limited seeks a Customer Support Manager to lead customer relationship efforts, coordinate cross-functional teams, and drive continuous improvement across the customer support and services portfolio. You will define the satisfaction roadmap, gather customer feedback, and report on performance in Salesforce to ensure high fleet availability and strong customer engagement.

The role requires strong communication, stakeholder management, and a solid grasp of CRM tools, with a

Qualifications

• Experience in customer relationship management and service delivery.
• Ability to coordinate cross-functional teams and stakeholders.
• Proficiency in using CRM tools and reporting.

Responsibilities

• Define objectives for the Customer Satisfaction Roadmap and align with front office.
• Organize meetings with customers to capture priorities and feedback.
• Provide key information on S&S topics and communicate service catalog changes.
• Collect and discuss customer feedback and monitor action plans in Salesforce.
• Monitor performance indicators and coordinate with specialists to drive improvements.
• Drive booking targets and manage overdue invoicing with customers.
• Be the customer voice internally and support revenue growth.

Skills

Customer relations

Communication

Coordination

Analysis

Reporting

Salesforce

SAP

eOrdering

Web MRO

Tools

Salesforce

SAP

eOrdering

Web MRO

Job description

Job Description

1. Mission

• The Customer Support Manager (CSM) is Customer’s focal point regarding Support & Services, accountable for customer satisfaction and driving continuous improvement to guarantee global services performance for the customer and increase fleet availability, covering the entirety of the customer’s fleet. In order to carry out this mission, the CSM will:
• Coordinate support disciplines & experts, in order to bring a quick and adequate solution to customer needs in priority and/or exceptional cases
• Set up and follow up any operational action plan to deal with customer concerns, complaints and/or dissatisfaction
• Collect customer satisfaction, needs or expectations to relay the customer context for further use within AH
• Build customer satisfaction and confidence to enable business growth.
• Ensure overall performance in terms of parts availability (new and repaired) as part of the front office.

2. Main Activities

• To contribute in the definition of the key objectives of the Customer Satisfaction Roadmap for customers in their customer portfolio Develop a customer strategy that is aligned with the Customer’s expectations and shared with the other members of the Front Office Team, followed in the CRM Salesforce
• To organize regular meetings/visits with customers in their customer portfolio Listen to and exchange with the Customer to recover the customer’s priorities (such as availability, spares delivery, focal point responsiveness, maintenance duration) needed to define the customer strategy, as well as their feedback and priority issues relating to operational performance (prepare necessary reports presenting key data for the end customer), followed in the CRM Salesforce
• To provide customer with key information on support and services Communicate S&S Discipline contents to the Customer on hot topics, performance, improvement initiatives, services catalog key changes, and recommendations for mutual benefit Guide the customer by helping them to understand our products and organization better, and improving the way we work with them
• To collect, discuss and manage customer feedback and knowledge Collect customer feedback on S&S interactions since last exchange, review progress on current action plan, recover customer perceptions on latest hot topics, recover customer needs and activity forecasts at strategic and operational level, followed in the CRM Salesforce
• To listen, understand and propose any required actions on Customer priority and/or exceptional issues Understand the customer priority and/or exceptional issues that may occur and require immediate action through transverse management of S&S disciplines and ensure each of them respect their commitments through to resolution, followed in the CRM Salesforce As the customer’s preferred focal point for S&S, elevate if and where needed to secure the resolution of customer issues
• To monitor support and services performance at an individual customer level Analyze activity levels related to Customer’s operations such as flight hours, parts consumptions, future trends and coordinate with functional specialists to provide further analysis and ensure key players provide essential reports. Assess fit gap between observed performance and customer perception to support functional specialists in identifying potential process improvements, while respecting our internal financial constraints
• To achieve booking targets and financial objectives (Down payments, Cash collection…)
• To follow-up the Overdues status and define the relevant actions with the Customer to recover the outstanding invoices.
• Contribute to customer satisfaction through monitoring of logistics KPIs (OTR/OTD, customer complaints, late orders, etc.)
• Be the voice of the customer internally and contribute to revenue generation
• Support supply chain initiatives and lead cross-functional action plans aimed at improving the level of service provided to customers
• Manage customer parts support contracts

3. Key Skills and Competencies

Customer Relationship

• Ability to set up and maintain good relationship with customer
• Ability to understand customer’s expectations, know the customer and their organization
• Ability to support the catalog of services and respond to customer’s requests

Communication and Coordination

• Ability to communicate clearly with the customer, in local language as well as in English
• Ability to integrate unprecedented and/or complex situations
• Ability to clearly communicate internally on a target and involve necessary stakeholders for target achievement
• Ability to establish sustainable external and internal AH stakeholder networks
• Ability to manage stressful situations

Analysis and Reporting

• Ability to prepare, conduct and synthesize a Customer meeting
• Ability to extract root causes from complex situations
• Ability to understand and analyze performance activity levels related to a Customer’s operations and identify non-performance levers

Technical Knowledge

• Ability to use Salesforce as the Customer Relationship Management tool
• Knowledge on aeronautics and helicopter basics
• Knowledge on AH programs and S&S basics
• Knowledge on AH technical publication basics
• Knowledge of the Material Support environment
• Knowledge of SAP, eOrdering and Web MRO

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 India Private Limited

Employment Type: Permanent

Experience Level: Professional

Job Family: Customer Account and Service Management

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all.

We support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.