Contract - Customer Support Manager

Responsibilities

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Job Description:

To manage the execution of S&S contracts and ensure coordination with all departments to successfully deliver services. Ensure customer satisfaction while meeting AH performance objectives (Finance, Quality, TaT).

To act as a customer support manager for a portfolio of customers, develop and manage customer relations by providing support for all commercial and technical enquiries. Responsible for developing dashboards for performance management, monitoring, and reporting.

Responsibilities:

Be the focal point between Airbus and customer regarding Support & Services.
Coordinate support disciplines and experts within the AH Group to provide quick and adequate solutions to customer needs.
Manage and follow through all aspects of the HCare contract deliverables.
Ensure customer satisfaction, needs, or expectations are managed within AH.
Perform annual customer visits/reviews on contract performance and address customer issues.
Set up dashboards and KPIs to monitor customer fleet serviceability and open topics.
Manage costing and coordinate with stakeholders for timely costing and simple offer management.
Manage Support & Services Contract from kick-off to delivery.
Maintain and update contractual documents, amendments, and work scope.
Ensure projects are executed on time and within budget, maintaining cost and revenue forecasts.
Ensure contract closure and conduct post-mortem analysis if needed.
Achieve contract performance targets (quality, cost, customer satisfaction).
Manage and collect customer surveys and feedback.
Monitor financial health and performance of contracts.
Provide regular reporting to customers (weekly).
Uphold Airbus Values, Leadership Model, and Code of Conduct; act as a role model.
Perform other tasks as directed by superiors.
Personal & Interpersonal Skills:

Ability to work with all levels in a multicultural, international environment.
Strong communication skills with good command of written and spoken English.
Minimum Education:

Bachelor’s Degree + 3 years of experience.
Experience & Skills:

At least 5 years in contract, project management, and customer support.
Proficiency in Microsoft Office, including Project, Google Suite, SAP.
Good understanding of MRO activities (Part-145 regulation).
Knowledge of Airbus products is an advantage.