Customer Support Manager

Job Description Manage selected AgustaWestland Philadelphia Corporation Customer fleets in the North, Central and South American market. The CSM will serve as a customer advisor, service accountable representative and support to sales in the region.

Responsibilities

• The objective is to develop, achieve and guarantee an efficient and effective after sales support capable to sustain and improve Customer operations.
• 2.
• Duties and Responsibilities: % of Time 1.
• Coordinate interdepartmental activities across the following disciplines: Service Engineering, Materials, Training, “on site” Maintenance Service, Program Management, and Proposals & Contract Management, in support of customer requirements.
• Advise customer, comprehend use needs, and explain and influence requirements internally to improve Customer operations
• Support to Sales in the Region, by leveraging on Customer knowledge, to identify commercial opportunities, endorse the service solution offering and bids & proposals to ensure its competitiveness, define with the Customer the required
• Entry into Service (EIS) deliverables, support the service package negotiation, ns, agree to service performance levels and setup the customer account
• Assist Proposals & Contracts Manager with the development and coordination of customer tailored support proposals and contracts 25% 2.
• Manage the Entry-Into-Service phase of new delivered fleets, coordinating with the Customer the preparation of all the logistic support activities.
• Develop pro-active and pre-delivery plan
• Train the customer on how to access CS&S services and people

Support aircraft acceptance process

• Guarantee onsite readiness for entry into service (EIS Matrix) and manage the CS&S functions responsible for creating the service infrastructure in the Customer area, but acting as a CS&S Program Manager 15% 3.
• Manage the In Service activities of each assigned Customer fleet, ensuring that all objectives are achieved effectively in accordance with contractual commitments and Customer operational requirements.
• Monitor service delivery single promises to Customer to ensure the achieving and maintenance of agreed service performance levels and customer satisfaction

Execute proactive visit plan and customer satisfaction responsibility

• Act as Contract Manager for in service contracts (Warranty, Power by the Hour, and Basic Ordering Agreements (BOA).
• Manage the customer account status and activate recovery actions Support closure of post-delivery pending items Support Customer in resolving all complex issues (major events, obsolescence, fleet deployments, etc) 25% 4.
• Provide prompt and continuous communication with the Customer, on a routine base, on the main Customer Support issues, working together with all the Customer Support departments.
• 10% 5.
• Coordinate regular program review meetings/operators conference with Customers 5% 6.
• Develop and manage Continuous Satisfaction/Improvements plans to ensure customer satisfaction 5% 7.
• Establish and monitor Customer Support performance matrix for each assigned Customers 10% 8.
• Develop with LHD Customer Support in Italy an effective and Integrated Customer Service network 5% 9.
• Perform other duties and fulfill other responsibilities as assigned.
• 10.
• 13.

Requirements

• 100% Qualifications for Position : A. Education BS in Aerospace Engineering or Logistic Engineering B. Experience Three years in a similar role in the aviation sector and preferably in the helicopter industry.
• C. Competencies & Attributes 1.
• Strong understanding of aviation technology 2.
• Strong written and oral communication skills.
• 3.
• Proficient with MS Office 4.
• Intercultural awareness, ability to create and maintain relations 5.
• Able to work under pressure and meet customer deadlines 6.
• Well-organized and adaptable with a flexible approach.
• 7.
• Able to handle critical and emergency situation involving customers 8.
• A knowledge of Italian is a strong plus 9.
• A knowledge of logistic process and SAP functions is preferred 10.
• Ability to travel domestic and international D. Licensure/Certification None Seniority: Primary Location: US - Philadelphia Additional Locations: Contract Type: Hybrid Working: