Customer Support Manager

Airbus Helicopters; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Benefits offered by this job

Permanent contract

On-site work model

Professional development opportunities

Mobility programs

Medical and life insurance

Food vouchers

Transportation allowance

Job summary

Airbus Helicopters Mexico operates a key commercial and operational hub in Mexico City, delivering end-to-end support for helicopter fleets across Mexico, Central America, and the Caribbean. The role focuses on coordinating service delivery, driving customer satisfaction, and leveraging Salesforce CRM insights to inform strategy and improvements.

The position is based on-site in Mexico City with permanent staff contracts and opportunities for professional development within a leading

Qualifications

• Degree in Engineering or Business.
• English Proficiency.
• 2 years of Customer Service Experience.
• Soft skills: communication, customer service, conflict management and teamwork.

Responsibilities

• Coordinate support disciplines to provide fast, suitable solutions for customer needs.
• Establish and monitor action plans to address customer concerns and dissatisfaction.
• Gather customer satisfaction data and relay context to internal teams.
• Develop a customer strategy and satisfaction roadmap aligned with portfolio objectives.
• Organize regular meetings and visits with portfolio customers.
• Monitor and report on support performance in Salesforce CRM.

Skills

Customer service

Communication

Conflict management

Teamwork

Education

Engineering or Business degree

Tools

Google tools (Sheets, Docs, Slides, Forms)

Job description

Customer Support Manager

Airbus is a leader in the design, manufacturing, and delivery of aerospace products, services, and solutions to customers on a global scale, pioneering sustainable aerospace for a safe and united world.

With more than 45 years of presence, Airbus is expanding its footprint in Latin America through :1,500 employees and key strategic sites. As a key supply partner with an order backlog of 500 aircraft, the company maintains a deep commitment to the region's long-term growth.

As a global leader in rotary-wing aviation, Airbus Helicopters provides high-efficiency solutions in 150 countries for civil, military, and law enforcement missions. Its comprehensive portfolio is designed to perform vertical flight tasks in the world's most demanding environments.

Airbus Helicopters Mexico operates a key commercial and operational hub in Mexico City, delivering end-to-end support for helicopter fleets across Mexico, Central America, and the Caribbean. The facility specializes in comprehensive Maintenance, Repair, and Overhaul (MRO) services-including both line and base maintenance-along with custom aircraft retrofits and mission-tailored modifications. Beyond maintenance, the hub serves as a central point for client technical support, original spare parts distribution, and specialized training programs for pilots, flight crews, and maintenance technicians.

Will you join us in redefining the limits of what is possible?

Key responsibilities

• Customer Coordination & Service Delivery
• Coordinate support disciplines and experts to provide fast, suitable solutions for customer needs in priority or exceptional situations.
• Establish and monitor operational action plans to address customer concerns, complaints, and dissatisfaction.
• Gather customer satisfaction, needs, and expectations to relay the customer’s context for internal use within Airbus Helicopters (AH).
• Foster customer satisfaction and trust to enable business growth.
• Customer Strategy & Satisfaction Roadmap
• Contribute to defining key Customer Satisfaction Roadmap objectives for the assigned customer portfolio.
• Develop a customer strategy aligned with customer expectations, shared with other Front Office Team members, and tracked within the Salesforce CRM.
• Organize regular meetings and visits with portfolio customers.
• Listening & Priority Gathering
• Engage and listen to customers to capture their priorities (e.g., availability, spare parts delivery, focal point responsiveness, maintenance turnaround times) required to define the customer strategy.
• Gather feedback and priority issues regarding operational performance, preparing necessary reports featuring key data for the end customer, tracked in Salesforce CRM.
• Key Information & Guidance
• Provide the customer with key information regarding Support & Services.
• Communicate Support & Services (S&S) contents to customers regarding critical topics, performance, improvement initiatives, key service catalog changes, and recommendations for mutual benefit.
• Guide customers to better understand products and organizational structures, enhancing collaborative working relationships.
• Customer Feedback Management
• Collect customer feedback on S&S interactions since the previous touchpoint, review action plan progress, and capture customer perceptions on recent critical topics.
• Gather strategic and operational customer needs and activity forecasts, tracked in Salesforce CRM.
• Resolution of Priority & Exceptional Issues
• Listen, understand, and propose necessary actions regarding priority and exceptional customer issues.
• Manage cross-functional S&S disciplines to address immediate operational issues, ensuring each department meets its commitments through to resolution, tracked in Salesforce CRM.
• Act as the preferred customer focal point for S&S, escalating issues when and where necessary to ensure swift resolution.
• Support & Services Performance Monitoring
• Monitor support and services performance at the individual customer level.
• Analyze activity levels related to customer operations (such as flight hours, parts consumption, and future trends), coordinating with functional specialists to deliver supplementary analyses and ensure key stakeholders provide essential reporting.

Requirements

• Degree in Engineering or Bsiness
• English Proficiency.
• 2 years of Customer Service Experience
• Soft Skills communication, customer service, conflict management, and teamwork.

Valued Qualifications & Desirable Assets

• Knowledge of Google tools (Sheets, Docs, Slides, Forms).
• Problem-solving and analytical skills.
• Decision-making abilities.

What do we offer?

• Permanent contract.
• On-site work model.
• Continuous and specific training for professional development.
• The opportunity to be part of a leading international group in the aeronautical sector, with the possibility of participating in international mobility programs.
• Medical and life insurance.
• Food vouchers.
• Transportation allowance.

¿Qué ofrecemos?

• Contrato indeterminado.
• Modelo de trabajo presencial.
• Formación continua y específica para el desarrollo profesional.
• La oportunidad de formar parte de un grupo internacional líder en el sector aeronáutico, con la posibilidad de participar en programas de movilidad internacional.
• Seguro médico y de vida.
• Vales de despensa.
• Apoyo de transporte.

Company

AIRBUS HELICOPTERS MEXICO, S.A. de C.V.

Employment Type

Permanent

Experience Level

Professional

Job Family

Customer Account and Service Management

Airbus is committed to achieving a diverse workforce and creating an inclusive work environment.

We welcome all applications, regardless of social or cultural background, age, gender, disability, sexual orientation, or religious beliefs.

Airbus is and has always been committed to equal opportunities for all. As such, we will never request any monetary transaction as part of a recruitment process. Any impersonation of Airbus for this purpose should be reported to [e-mail].

At Airbus, we support agile and flexible work and collaboration. Whenever possible, flexible and innovative working conditions will be promoted.

At AIRBUS, we promote labor equality and non-discrimination. All our vacancies are open to anyone regardless of their ethnic or national origin, gender, age, disability, social status, health conditions, religion, opinions, sexual orientation, marital status, or any other status protected by law. Pregnancy and HIV tests are never requested in our recruitment and selection processes.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].

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

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.