Customer Support Manager

Leonardo Helicopters US Corporation; Philadelphia (Philadelphia County); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Leonardo S.p.A. in the US seeks a Senior Customer Support Manager to oversee after-sales support for AgustaWestland Philadelphia Corporation fleets across the Americas. You will coordinate cross-functional teams, guide Entry-Into-Service, and manage in-service contracts to ensure performance and customer satisfaction.

The role requires aviation expertise, strong communication, and willingness to travel domestically and internationally, with a hybrid work arrangement in Philadelphia.

Qualifications

• BS in Aerospace Engineering or Logistics required.
• Three years in aviation sector, preferably helicopter, in similar role.
• Strong aviation technology knowledge and customer-facing experience.
• Excellent written and oral communication; intercultural awareness.
• Willingness to travel domestically and internationally; adaptable.

Responsibilities

• Coordinate cross-functional activities to support customer operations and sales.
• Oversee Entry-Into-Service deliverables and pre-delivery logistics.
• Manage in-service activities, warranties, and BOA/Power by the Hour contracts.
• Communicate routinely with customers and support senior program reviews.
• Develop continuous improvement plans and monitor service performance metrics.

Skills

Aviation knowledge

Communication skills

Intercultural awareness

Organizational skills

Pressure management

Emergency handling

Travel readiness

Italian language

Education

BS in Aerospace Engineering or Logistic Engineering

Tools

MS Office

SAP

Job description

Job Description: Job Description Manage selected AgustaWestland Philadelphia Corporation Customer fleets in the North, Central and South American market. The CSM will serve as a customer advisor, service accountable representative and support to sales in the region. The objective is to develop, achieve and guarantee an efficient and effective after sales support capable to sustain and improve Customer operations.

Essential Duties and Responsibilities:

• Coordinate interdepartmental activities across the following disciplines: Service Engineering, Materials, Training, “on site” Maintenance Service, Program Management, and Proposals & Contract Management, in support of customer requirements. Advise customer, comprehend use needs, and explain and influence requirements internally to improve Customer operations Support to Sales in the Region, by leveraging on Customer knowledge, to identify commercial opportunities, endorse the service solution offering and bids & proposals to ensure its competitiveness, define with the Customer the required Entry into Service (EIS) deliverables, support the service package negotiation, ns, agree to service performance levels and setup the customer account Assist Proposals & Contracts Manager with the development and coordination of customer tailored support proposals and contracts 25%
• Manage the Entry-Into-Service phase of new delivered fleets, coordinating with the Customer the preparation of all the logistic support activities. Develop pro-active and pre-delivery plan Train the customer on how to access CS&S services and people Support aircraft acceptance process Guarantee onsite readiness for entry into service (EIS Matrix) and manage the CS&S functions responsible for creating the service infrastructure in the Customer area, but acting as a CS&S Program Manager 15%
• Manage the In Service activities of each assigned Customer fleet, ensuring that all objectives are achieved effectively in accordance with contractual commitments and Customer operational requirements. Monitor service delivery single promises to Customer to ensure the achieving and maintenance of agreed service performance levels and customer satisfaction Execute proactive visit plan and customer satisfaction responsibility Act as Contract Manager for in service contracts (Warranty, Power by the Hour, and Basic Ordering Agreements (BOA). Manage the customer account status and activate recovery actions Support closure of post-delivery pending items Support Customer in resolving all complex issues (major events, obsolescence, fleet deployments, etc) 25%
• Provide prompt and continuous communication with the Customer, on a routine base, on the main Customer Support issues, working together with all the Customer Support departments. 10%
• Coordinate regular program review meetings/operators conference with Customers 5%
• Develop and manage Continuous Satisfaction/Improvements plans to ensure customer satisfaction 5%
• Establish and monitor Customer Support performance matrix for each assigned Customers 10%
• Develop with LHD Customer Support in Italy an effective and Integrated Customer Service network 5%
• Perform other duties and fulfill other responsibilities as assigned. 10.

13. TOTAL: 100%

Qualifications for Position:

• A. Education BS in Aerospace Engineering or Logistic Engineering
• B. Experience Three years in a similar role in the aviation sector and preferably in the helicopter industry.
• C. Competencies & Attributes
  • Strong understanding of aviation technology
  • Strong written and oral communication skills.
  • Proficient with MS Office
  • Intercultural awareness, ability to create and maintain relations
  • Able to work under pressure and meet customer deadlines
  • Well-organized and adaptable with a flexible approach.
  • Able to handle critical and emergency situation involving customers
  • A knowledge of Italian is a strong plus
  • A knowledge of logistic process and SAP functions is preferred
  • Ability to travel domestic and international
• D. Licensure/Certification None Seniority: Primary Location: US - Philadelphia Additional Locations: Contract Type: Hybrid Working: International, multicultural, innovative, technological: this is Leonardo. The company’s passionate and talented team is strongly influenced by STEM (Science, Technology, Engineering, Mathematics) expertise, with a diverse range of experience that enables colleagues to share knowledge and know-how across the generations. Leonardo always wants to expand its talent pool, here you can find the right opportunity for you!