Customer Support Manager Job Description: 1. Mission The Customer Support Manager (CSM) is Customers focal point regarding Support u0026 Services, accountable for customer satisfaction and driving continuous improvement to guarantee global services performance for the customer and increase fleet availability, covering the entirety of the customers fleet. In order to carry out this mission, the CSM will: Coordinate support disciplines u0026 experts, in order to bring a quick and adequate solution to customer needs in priority and/or exceptional cases Set up and follow up any operational action plan to deal with customer concerns, complaints and/or dissatisfaction Collect customer satisfaction, needs or expectations to relay the customer context for further use within AH Build customer satisfaction and confidence to enable business growth. Ensure overall performance in terms of parts availability (new and repaired) as part of the front office. 2. Main Activities The CSMs main activities are: To contribute in the definition of the key objectives of the Customer Satisfaction Roadmap for customers in their customer portfolio Develop a customer strategy that is aligned with the Customers expectations and shared with the other members of the Front Office Team, followed in the CRM Salesforce To organize regular meetings/visits with customers in their customer portfolio Listen to and exchange with the Customer to recover the customers priorities (such as availability, spares delivery, focal point responsiveness, maintenance duration) needed to define the customer strategy, as well as their feedback and priority issues relating to operational performance (prepare necessary reports presenting key data for the end customer),



followed in the CRM Salesforce To provide customer with key information on support and services Communicate Su0026S Discipline contents to the Customer on hot topics, performance, improvement initiatives, services catalog key changes, and recommendations for mutual benefit Guide the customer by helping them to understand our products and organization better, and improving the way we work with them To collect, discuss and manage customer feedback and knowledge Collect customer feedback on Su0026S interactions since last exchange, review progress on current action plan, recover customer perceptions on latest hot topics, recover customer needs and activity forecasts at strategic and operational level, followed in the CRM Salesforce To listen, understand and propose any required actions on Customer priority and/or exceptional issues Understand the customer priority and/or exceptional issues that may occur and require immediate action through transverse management of Su0026S disciplines and ensure each of them respect their commitments through to resolution, followed in the CRM Salesforce As the customers preferred focal point for Su0026S, escalate if and where needed to secure the resolution of customer issues To monitor support and services performance at an individual customer level Analyze activity levels related to Customers operations such as flight hours, parts consumptions,



future trends and coordinate with functional specialists to provide further analysis and ensure key players provide essential reports. Assess fit gap between observed performance and customer perception to support functional specialists in identifying potential process improvements, while respecting our internal financial constraints To achieve booking targets and financial objectives (Down payments, Cash collection) To follow-up the Overdues status and define the relevant actions with the Customer to recover the outstanding invoices. Contribute to customer satisfaction through monitoring of logistics KPIs (OTR/OTD, customer complaints, late orders, etc.) Be the voice of the customer internally and contribute to revenue generation Support supply chain initiatives and lead cross-functional action plans aimed at improving the level of service provided to customers Manage customer parts support contracts 3. Key Skills and Competencies Customer Relationship Ability to set up and maintain positive relationship with customer Ability to understand customers expectations, know the customer and their organization Ability to support the catalog of services and respond to customers requests Communication and Coordination Ability to communicate clearly with the customer, in local language as well as in English Ability to integrate unprecedented and/or complex situations Ability to clearly communicate internally on a target and involve necessary stakeholders for target achievement Ability to establish sustainable external and internal AH stakeholder networks Ability to manage stressful situations Analysis and Reporting Ability to prepare, conduct and synthesize a Customer meeting Ability to extract root causes from complex situations Ability to understand and analyze performance activity levels .

📌 Customer Support Manager (Delhi)
🏢 Airbus Group India Private
📍 Delhi