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Customer Support Manager

  • Posted by Lodgelink
  • 2023-10-22 14:04:59
  • Brant Region Ontario
  • $25.00 - 26.00 / Hour
Expired on December, 06 2023

Customer Relationship & Strategy

  • Act as the focal point in Airbus Helicopters for a portfolio of Customers to support them in all the S&S topics related to their in-service fleet.
  • Develop strategies to maximize customer satisfaction, fleet availability and flight hours.
  • Build strong and long-lasting relationships with customers and establish management routines on understanding customer needs, performance and shared forecasting.
  • Work in close collaboration with the Sales Manager and support regional & central and transversal department to support offers, contract negotiations and provide customer intelligence.
  • Organize regular meetings and visit customers.
  • Continuously update the customer with the company‘s products, services and solutions portfolios. Collect and discuss customer feedback.
  • Monitor the support and service performance at individual customer level. Launch and pilot any required action plan.
  • Understand Customer’s expectations by constantly assessing and improving the customer relationship by actively listening and clarifying their needs, requirements and occurring concerns.
  • Capture customer’s needs to lead into future business and sales.
  • Communicate, coordinate and facilitate the operational needs of the customer with the internal functional departments for the appropriate messaging to the customer.
  • Be the voice of the customer toward internal functional departments, feedback internally Airbus Helicopters organization with customer intelligence to help improve customer experience.
  • Understand and resolve the Customer’s top issue with urgency, be the escalation point for resolving problems, and propose root cause analysis if deemed necessary.
  • Ability to collect and provide key information for sales campaigns and contract negotiations.
  • Support the catalog of services and respond to customers’ requests, including sales campaigns & delivery management, and coordinate internally and externally with business partners.
  • Manage complex situations and coordinate meetings with stakeholders to find a resolution, including managing the relationship and communication with the customer in crisis situations.
  • Create a collaborative actions plan and present a status on actions closure along with progress on previous Customer concerns resolution.
  • Propose and support customer service improvement initiatives to maximize customer satisfaction.
  • Be the Intercompany front office support & escalation focal point for AH Canada Services.
  • Ensure the use of Webtek/CRM for customer issue logging, tracking and resolution in order for the customer to maintain view of status via AirbusWorld portal.
  • Represent Airbus at promotional events, tradeshows as required
  • Will be required to be on-call and available for regular travel to customer locations within their assigned region.

Full time
$ 25.00 - 26.00 / Hour
Contact Name:

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