Customer Support Manager

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
The CSM’s main activities are:
● 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, escalate 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.

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