Job Description:
1. Mission
The Customer Support Manager (CSM) is Customer’s focal point regarding Support & 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 customer’s fleet. In order to carry out this mission, the CSM will:
● Coordinate support disciplines & 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 (current and repaired) as part of the front office.

2. Main Activities
The CSM’s 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 Customer’s 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 customer’s 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 S&S; Discipline contents to the Customer on hot topics, performance, improvement initiatives, services catalog key changes, and recommendations for mutual benefi

📌 Customer Support Manager (New Delhi)
🏢 Airbus
📍 New Delhi