Sr. Key Account Customer Support Manager

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Job Description:

Airbus Helicopters is looking for a Senior Key Accounts Customer Support Manager (CSM) to join our team based in Grand Prairie, TX.

In this role you will serve as the focal point, liaison, and interface for all customer support issues involving marketing liaison, logistics, logistical planning, escalation point, and business requirements providing solutions and alternatives for the strategic and operational needs.  You will also provide key messaging related to Airbus Helicopters Commercial Policy and participate and contribute to strategic planning and responsible for initiating interest in all support services.

Meet The Team:

The Customer Support team provides aircraft operations support throughout the aircraft's operational life. The team coordinates, implements and monitors all services customized to meet the customer’s specific needs, to ensure a positive customer relationship. Our Field Service teams provide technical support so our customers can operate safely and efficiently. Being based at our customers' facilities enables us to have a strong customer relationship and understanding of the airline's technical and operational needs.

Your Working Environment:

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How we care for you:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.

• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your challenges:

Customer Interaction:  30%

• Project at the Customer Executive Level a sense of ownership of all issues across the organization.  

• Build customer rapport at all levels of the customer’s organization and specifically with key decision makers; adapt a clear, simple and efficient mode to communicate.  

• Understand and resolve the Customer’s top issue with urgency, be the escalation point for resolving problems, and propose root cause analysis as may be necessary

• Create a collaborative action plan and present a status on actions closure along with progress on previous Customer concerns resolution. 

• Manage the Customer issues, concerns and complaints. Stay aware of the issue, follow the resolution and be able to discuss with the Customer ensuring issues On-Time and On-Quality resolution.  

• Organize performance reviews with Customer’s. Perform annual o