Customer Support Manager MRO North America

Prestwick Aerosystems; Herndon (VA); On-site; USD 90,000 - 106,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Airbus Americas Customer Services, Inc. is seeking a Customer Service Manager to serve as the voice of the customer in post-sales support. You will lead the In Service Core Team to drive service strategy and align with sales, procurement, and other business units.

You will manage relationships with customer management, identify needs, and support Customer Services sales. Expect 40% domestic and international travel and a on-site work arrangement in the US.

Qualifications

• Minimum 2+ years experience in Customer Support.
• Project management experience is preferred.
• Demonstrate accountability, integrity and proactive problem solving.

Responsibilities

• Lead ISCT to implement Airbus customer service strategy.
• Support aircraft sales campaigns and MRO partnerships; coordinate with Procurement and other units.
• Identify customer needs and promote Customer Services sales; maintain direct customer contact.

Skills

Customer support experience

Project management

Communication skills

Relationship building

Education

Engineering or Business Management degree

Job description

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at [e-mail] Notice: Know Your Rights: Workplace Discrimination is Illegal Notice: Pay Transparency Nondiscrimination (English) Aviso: Transparencia en el Pago No Discriminación (Spanish)

Position Summary

The CSM acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest.

Primary Responsibilities

The role of the CSM for MRO is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach.

1. The CSM support of aircraft sales campaigns and MRO partnerships:
   • Evaluating MRO customer operational performance and determining appropriate Customer Services response.
   • Coordinating with Procurement and other business units the specific relationship with MROs being customer, supplier and potential partner for Airbus.
   • Aligning on strategy for any relevant in-service topics and potential MRO partnerships including the industrial set-up of MRO management.
   • Commercial gestures are well justified and minimized
   • Overdue payments are made and contributes to Customer Services order intake
   • Contractual commitments are closely followed-up
   • Assisting the different Customer Service Business Units, Strategy and Procurement by providing, discussing and following-up Customer Services items as required
2. The CSM manages the relationship by establishing and maintaining direct contact with Customers’ management.
3. In conjunction with the Services and Sales Directors, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales.

Eligibility

Authorized to Work in the US Degree/Diploma (Engineering, Business Management or equivalent) required. Min 2+ years experience with Customer Support required Education or previous experience in the aviation industry (OEM, MRO, Airlines) considered an asset Project Management experience preferred Demonstrate a high level of accountability and integrity Self-directed, deadline driven, critical thinker capable of solving complex problems with little supervision Professional amiable personality with exceptional relationship building skills Previous experience preparing and presenting presentations to customers 40% Domestic and International travel required.

Physical Requirements

Onsite or remote: Office location 3 out of 5 days per week Vision: Ability to see and read computer screens and other electronic equipment with screens, able to read documents, reports. Hearing: Daily able to hear to participate in conversations in person and via teleconference or phone. Speaking: Daily able to speak in conversations and meetings, deliver information and participate in communications. Equipment Operation: daily use of personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors. Carrying: Daily able to carry documents, tools, drawings, electronic equipment up to 10lbs. Sitting: Daily able to sit for long periods of time in meetings, working on a computer. Standing: Daily able to stand for discussions in offices or on a production floor. Travel: 10% of time able to travel independently and at short notice. Walking : Daily able to walk through office and production areas including uneven surfaces. Personal Protective Equipment required: If visiting a factory - Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site.

Salary Range

Salary range based on the required profile: $90,000.00 - $106,000.00/year. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Prescription insurance
• Employee Assistance Program
• Flexible Spending Accounts
• Health Savings Accounts
• Basic & Voluntary Life and Accidental Death & Dismemberment insurance
• Short and Long-term Disability insurance
• 401(k)
• Paid time off including paid holidays
• Tuition Assistance
• Bonus(es) subject to performance criteria

These are our current benefit offerings for the current plan year and are subject to change without notice.

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.

Job Details

Company: Airbus Americas Customer Services, Inc. Employment Type: US - Direct Hire Experience Level: Professional Remote Type: On-site Job Family: Customer Account and Service Management

Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.

In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified.

Only applicants with current work authorization will be considered.

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.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

From sending your resume to participating in successful interviews, here you can access all important pieces of information to guide you in your candidate journey.

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

Learn more