Customer Support Manager

Customer Support Manager

Blenheim, NZ

Te Whiwhinga a mahi | The opportunity

As a member of the Civil Helicopters Customer Support business line, the Customer Support Manager (CSM) has the responsibility to deliver Support and Services support, to be the entry point for the Customer within Airbus Helicopters organisation and to actively work to improve Customer satisfaction.

About the Position

As the CSM, you will be responsible for a number of Customers allocated based on geographical zone or complexity and will coordinate delivery to these Customers of the contractual obligations or requirements to provide a high standard of support for all product lines, taking into consideration all of the current available services on offer from Airbus.

Reporting to the Manager Customer Support, the CSM will monitor civil customers' helicopter fleet performance and will be the voice of the Customer within the Airbus organisation to progress the necessary actions to make them fly.

The CSM is responsible for Customer Satisfaction and accordingly, contributes in the definition of and drumbeats the action plans required to address and deliver Customer needs with the support of AAP and/or AH operational functions.

Some of your responsibilities as the CSM will include, but are not limited to:

• Deliver Contract requirements, obligations and deliverable (parts, AGE, Tech Pubs...) on-time, on-quality, on-cost; and manage a dedicated action plan to address any gaps and delays for obligations that can/are not met
• Communicate clearly the requirements from Customers to the Customer Support team, fostering excellent relationships across the business
• Support aircraft acceptance process for specific Product Support related aspects and contribute to the harmonization of Programme Commitments under S&S scope
• Collect customer's statistics about rate of effort, serviceability rates, mission success rates, mission requirements and DOC/DMC
• Monitor activity levels related to the contracted services such as parts deliveries (spare and R&O), answers to technical queries, warranty claims, and in some instances decide with stakeholders on the best approach to solve operation issues

Ko koe tenei | About you

To be successful in this role, it is a requirement to be able to work in a collaborative team environment, have well developed stakeholder relationship and empathy skills as well as good verbal and written skills.

You will need to be someone who is able to work autonomously, commit to and deliver on deadlines, be accountable for Airbus performance to achieve Customer needs and work comfortably in a continuous improvement work environment.

Ideally you will have experience in project or program management, engineering or supply chain specialist activities with a strong technical background in the aviation industry.

The knowledge, skills and experience best suited to this role include:

• Demonstrated experience in customer service, sales and technical activities across aviation and other industry sectors (i.e., automotive, industrials)
• Experience in the operations of customer service and sales including: budget responsibility, financial reporting and financial control
• Experience with Customer management and conflict management
• Knowledge on aeronautics and helicopter basics, including technical publication basics
• Knowledge of contracts (T&Cs, legal aspects), Offers, and/or public tenders
• High level of competence, or the ability to learn Airbus Helicopters tools

Some of the abilities that will assist you to succeed in this role include:

• Ability to develop strategies for improving operational efficiencies whilst ensuring compliance to procedures
• Ability to resolve high-level service issues and unblock critical AOG situations, with strong analytical, and problem-solving skills
• Ability to clear road-blocks to enable internal stakeholders to deliver on their accountabilities and be a voice for Airbus Australia Pacific
• Ability to balance best practices with contractual/service requirements
• Ability to escalate when needed a problem for resolution

He aha matou | Why us

We seek to inspire our people to grow, so you have the right mindset, behaviours and skills to thrive and achieve the organisation goals whilst being focussed on your personal development through classroom and online learning.

We value the health and wellbeing of our employees and offer true flexibility that allows you to balance your career with what is important to you outside of work. We will celebrate your successes and achievements with a formal reward and recognition program.

We are committed to building a diverse and inclusive environment and are continually striving to improve our gender balance. We welcome and encourage females to apply.

Ko wai matou | About us

Airbus New Zealand is a leading aeronautical business employing people across multiple sites in Australia and New Zealand.

At Airbus our people are the source of our strength. Our people work with passion and determination to make the world a more connected, safer and smarter place in the air and on the ground. We celebrate diversity of thought and we are committed to fostering a culture where our people are supported, our teams have the space and tools to be creative and have the courage to challenge the norm.

If it sounds like a role for you - tono inaianei | apply now!

Ra Katinga | Applications close: 31 March 2025

Note: Applications must include a resume & cover letter.

Applicants must be eligible to work in New Zealand and be able to obtain and maintain defence site clearance and have the capacity to satisfy pre-employment medical screening which may include drug and alcohol testing.