Customer Support Manager MRO North America

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Job Description:

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. He/she acts as a facilitator to all Business Units to achieve their objectives, whilst satisfying the customers.

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.