The Customer Support Director (CSD) acts as the voice of the customer in the
Customer Support and Services Organization. As such, he/she is the main focal
point and accountable for all post sales activities, and to ensure customer
satisfaction while preserving Airbus interest.
B. Dimensions
* Portfolio of customers in India and South Asia region: airlines and MROs
* Number of customers: 2-7
* Airline Fleet: 2 - 30
C. Main activities
The role of the CSD is to lead the In Service Core Team (ISCT) to collate and
internally drive Airbus' customer service strategy to ensure an aligned
approach, and to assist other Business Units to achieve their objectives, whilst
satisfying the customers.
In-line with the Global Account Management (GAM) concept, the CSD leads the ISCT
as the primary interface between customers and Customer Services, to drumbeat
all Customer Services Business Unit activities whilst ensuring a single voice
per customer on in-service matters.
For the allocated portfolio of accounts, the CSD is responsible to coordinate
and oversee all post sales activities through the whole aircraft life cycle,
including aircraft Entry into Service preparation, post EIS daily support and
End of Operation management, in accordance with Purchase Agreement and all
subsequent Customer Services commercial agreements. Being aware of Customer
Operational Performance, the CSD will launch appropriate actions, where needed,
keep Airbus management aware of issues and actions taken, and involve all
relevant departments within Customer Services or other directorates and
Partners/Suppliers.
The CSD manages the relationship by establishing and maintaining direct contact
with Customers’ management.
In conjunction with the Sales Director, he/she is in charge of identifying
customer needs and subsequently promoting and actively supporting the Customer
Services sales and Goods & Services debt management.
The CSD also exercises commercial contro
📌 Customer Support Director (New Delhi)
🏢 Airbus
📍 New Delhi
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