Training Academy Customer Support Coordinator

Airbus; Shah Alam; On-site; MYR 67,000 - 100,000; Full time

Job summary

Airbus Helicopters Malaysia SDN. BHD. is seeking a Customer Support Coordinator to manage arrival logistics, on-site trainee support, and scheduling across pilot, technician, and facility operations.

The role emphasizes data-driven customer experience improvements and coordination with HQ/central management. The position requires professional experience in service management, with permanent, full-time employment in Malaysia.

Qualifications

• 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.

Responsibilities

• Manage all arrival logistics for incoming trainees, including welcome kits, access cards, schedules, catering and hotel/transportation arrangements.
• Provide dedicated on-site assistance to trainees throughout the duration of their programs.
• Collect and report customer satisfaction data for all ATO & MTO programs to drive continuous service quality improvements.
• Act as the primary point of contact with HQ/central management to coordinate all customer experience activities, reporting, data analysis, and action plans for improvement.
• Manage and update detailed customer schedules for all pilot and technician training programs, balancing operational windows for simulator/facility maintenance, customer demos, audits, and internal instructor training.
• Manage internal Pilot, FFS and regional mission hours reporting.
• Issue Letters of Intent (LOI).
• Monitor facility cleanliness and report maintenance or repair issues promptly to maintain a high-standard, professional environment.
• Oversee merchandise inventory, sales, and stock replenishment.

Job description

Job Description:

The Customer Support coordinator, In this role, will be the face of the academy - ensuring seamless day-to-day arrival logistics, simulator scheduling, facility management, and overall customer satisfaction for our visiting pilots, technicians, and instructors.

1. Customer Experience & Arrival Logistics

• Manage all arrival logistics for incoming trainees, including welcome kits, access cards, schedules, catering and hotel/transportation arrangements.
• Provide dedicated on-site assistance to trainees throughout the duration of their programs.
• Collect and report customer satisfaction data for all ATO & MTO programs to drive continuous service quality improvements.
• Act as the primary point of contact with HQ/central management to coordinate all customer experience activities, reporting, data analysis, and action plans for improvement.

3. Technician, Pilot, Flight Simulator & Mission Scheduling

• Manage and update detailed customer schedules for all pilot and technician training programs, balancing operational windows for simulator/facility maintenance, customer demos, audits, and internal instructor training.
• Manage internal Pilot, FFS and regional mission hours reporting.
• Issue Letters of Intent (LOI).

4. Facility Management & Administration

• Monitor facility cleanliness and report maintenance or repair issues promptly to maintain a high-standard, professional environment.
• Oversee merchandise inventory, sales, and stock replenishment.

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 Helicopters Malaysia SDN. BHD.

Employment Type:

Permanent

Experience Level:

Professional

Job Family:

Customer Account and Service Management

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