Customer Support Manager

Job Title: Customer Support Manager Department: Customer Support and Services Reports to: Senior Manager, Customer Support Direct Reports: None Location(s): AWPC Philadelphia

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1. Summary of Position: (Brief description of overall responsibilities and function) Manage selected Leonardo 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. The objective is to develop, achieve and guarantee an efficient and effective after sales support capable to sustain and improve Customer operations.

2. Essential Duties and Responsibilities: (Specifically describe the essential duties and responsibilities in order of estimated percentage of time that is spent on each).

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. | | TOTAL: | 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.

• Spanish Speaking is Preferred

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

Equal Opportunity Employer/Vet/Disability