Customer Support Manager (Super Puma)

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 [email protected] Notice: Know Your Rights: Workplace Discrimination is Illegal Notice: Pay Transparency Nondiscrimination   (English) Aviso: Transparencia en el Pago No Discriminación  (Spanish) Job Description: At Airbus Helicopters, we don't just build world-class aircraft—we keep them flying. We are seeking a powerhouse Customer Support Manager to act as the ultimate strategic champion and primary face of Airbus for an elite portfolio of operators. This isn't your average account management role. Operating as a high-visibility program lead in a matrix environment, you will hold the keys to a multi-million dollar portfolio where your decisions directly impact fleet availability, operational performance, and customer trust. If you are a seasoned aviation expert who thrives at the intersection of relationship strategy, contract execution, and high-stakes problem-solving, your next career chapter starts here. Meet the team: From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen. Your working environment: A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games. How we care for you: Financial Rewards:   Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”) Work/Life Balance:  Paid time off including personal time, holidays and a generous paid parental leave program. Health & Welfare:  Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.  Your Challenges: Customer Relationship and Strategy:  40% Focal point in Airbus Helicopters for an assigned group of Customers to support them in all S&S activities related to their in-service fleet. Manage customer needs, performance and shared forecasting by building strong and long-lasting relationships with customers and establishing standard routines. Work in close collaboration with the Sales Manager and support regional & central and transversal department to support offers, contract negotiations and provide customer intelligence.   Understand Customer’s expectations by constantly assessing and improving the customer relationship by actively listening and clarifying their needs, requirements and occurring concerns. Gather customer’s needs to lead into future business and sales. Be the voice of the customer to support departments, feed the internal Airbus organizations with customer intelligence to help improve customer experience. Run complex situations and coordinate meetings with partners to find a resolution, including maintaining the relationship and communication with customers in crisis situations. Propose and support customer service improvement initiatives to improve customer satisfaction. Performance and Contract Management:  40% Act as the focal point for deliverables and support Sales & Program directorates for any matter related to S&S contractual issues Responsible for Profit & Loss (products and services) for the different customers and regions. Lead contract management, supervise operational execution. Monitor achievement of major contractual landmarks and results on time, on cost and quality. Supervise and coordinate activities performed by internal or external partners of all S&S contractual deliverables. Manage contract financial commitments (ensure achievements of turnover, margin, WOC, cash, cost adherence) Communicate, coordinate and facilitate customer needs with the internal support departments to develop messaging to the customer. Definition, Analysis, Metrics Assessment and Reporting:  20% Define key indicators to monitor performance, achieve customer satisfaction and fleet availability targets for the assigned portfolio of customers. Track and influence customer operational availability (OA) and direct maintenance costs (DMC) by monitoring customer operational and maintenance data, identifying trends and making recommendations to increase OA, lower DMC and improve company gross margin 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. Your Boarding Pass (Required): Minimum four (4) year undergraduate degree, education may be replaced with equivalent work experience Ten(10)+ years’ experience in customer service, repairs and logistics or related field; Six (6)+ years’ experience in the helicopter/aviation industry Business, logistics and supply management, customer service Familiar with Aviation Maintenance methods, practices and technical publications Proficient in Microsoft Office Suite and/or Google Suite plus maintenance management systems Travel Required:  40% Domestic and 10% International Citizenship:  Able to work in the US without a current or future need for visa sponsorship Physical Requirements:   Onsite or remote:  Employee is required to work on site at the company’s location at least 4 days a week