Customer Support Manager
4 weeks ago
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. 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
Main Activities
The CSM’s main activities are:
Manage customer queries, RFQs, Orders, Service Requests with HQ. Oversee the timely delivery of spares, services etc.
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 SalesforceTo 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 SalesforceTo 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 themTo 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 SalesforceTo 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 issuesTo 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
Key Skills and CompetenciesCustomer 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
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
Ability to prepare, conduct and synthesize a Customer meeting
Ability to extract root causes from complex situations
Ability to understand and analyse performance activity levels related to a Customer’s operations and identify non-performance levers
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
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.
Company:
Airbus India Private LimitedEmployment Type:
Permanent-------
Experience Level:
ProfessionalJob Family:
Customer Account and Service Management-
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