Customer Support Manager
Core
Focal point for customer support and services, accountable for customer satisfaction, driving continuous improvement, and guaranteeing global services performance to increase fleet availability.
Role type
Senior Customer Support Manager (Aerospace)
Builds
Customer satisfaction strategies, operational action plans, and service performance improvements for the customer's fleet.
Domain
Aerospace / Helicopter fleet support and maintenance services
Deliverable
client delivery
Required skills
Customer relationship management, strategic planning, cross-functional coordination, data analysis, contract management, financial recovery, logistics KPI monitoring, stakeholder networking
Preferred skills
Salesforce proficiency, SAP/eOrdering knowledge, MRO environment familiarity, aeronautics/helicopter basics
Technologies
Salesforce, SAP, eOrdering, Web MRO
Responsibilities
Coordinate support disciplines to resolve priority customer needs; develop and execute customer satisfaction roadmaps; organize regular meetings to align on customer priorities and operational performance; manage customer parts support contracts and recover outstanding invoices; monitor logistics KPIs (OTR/OTD, complaints, late orders); act as the internal voice of the customer to drive revenue generation.
Seniority
Senior, hands-on IC
