Airbus Helicopters, Inc
  • 30-Jun-2021 to 31-Oct-2021 (EST)
  • 10330 Comm. Sup. Svcs.
  • Grand Prairie, TX, USA
  • Market Competitive Salary
  • Full Time

This position offers the following benefits: Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Healthcare Advocacy, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid Vacation, Paid Personal/Sick Time, Paid Holidays, Tuition Assistance, Bonus(es). These are our current benefit offerings for the 2021 plan year and are subject to change without notice.


Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing, and delivering aerospace products, services, and solutions to customers on a global scale. We aim for a better-connected, safer, and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe, and the Americas, and has achieved a more than six-fold order book increase since 2000.

AIRBUS requires that all employees, temporary workers, and contractors of Airbus will be fully vaccinated by December 8, 2021 or prior to employment.

Position Summary:

The Manager, Customer Support is responsible for managing the Airbus Helicopters, Inc. Customer Support Command Center, which is the hub of the Support and Services Organization and the primary focal point for the Clear and Efficient Front Office for all U.S. Customers and Authorized Service Centers. The role is responsible for leading the team that inputs / manages orders and inside sales of new spares, repairs, exchanges, and rental tools which equate to the largest portion of revenue for the AHI Support and Services organization. The AHI Customer Center manages and transacts over 20,000 line items of business annually, which requires a significant amount of attention to detail, credit processing, customer communication, logistics management, and customer order manipulation. This position requires a high level of focus on the AHI customer experience, close coordination and alignment with AH Headquarters, and direct leadership of a team that directly interfaces daily with customers in order to achieve a high level of customer satisfaction.

Primary Responsibilities:

1. Team Performance Management: 65%

  • Provide leadership, expertise, and service support to Command Center team members;
  • Work as a team in close coordination with other members of the Customer Support Organization to provide business solutions that meet the operational needs of our customers;
  • Responsible for strategic direction and leadership of Command Center Customer Support Representatives (CSR) Team (First Shift), which inputs / manage orders for standard (time and material), Airbus HCare Parts by the Hour (PBH), and Repair/Exchange component orders (Dynamic components, Blades, Transmissions, etc.);
  • Responsible for strategic direction and leadership of AOG (Aircraft on Ground) Customer Support Representative (CSR) Team, (second shift and weekends) which will require oversight after hours;
  • Establish processes, procedures, and training curriculum for CSR team to manage Order Book delivery dates to maintain AHI and Global Airbus Helicopters OTR5b (On-Time to Request) goals;
  • Conduct daily AOG meeting with Director, CSR, Purchasing and CSM team members, which may include elevation to AOG teams at Headquarters and AHI Executive leadership to expedite and manage logistics;
  • Provide arbitration for AOG escalation of critical inventory items, which includes coordination with AH Headquarters for approvals and prioritization based on customer market segment;
  • Investigate customer complaints and accountable for resolutions for customer complaints and order issues;
  • Supervise non-routine issues they arise, selecting a defined course of action for next steps or developing new procedures, occasionally escalating to senior management as needed;
  • Manage financial aspects of spares business to include daily product exchanges, approval refunds, and coordinate returns;
  • Coordinate meetings with other supervisors, managers, and departments to assess and develop customer solutions, provide financial resolutions, or manage logistics expectations for commercial customers as required;
  • Maintain technical knowledge and use this expertise to educate team of all company products and services, to include all current production and legacy helicopters. Airbus has 8 current production and over 12 legacy helicopters that remain in service in the United States;
  • Advise and educate team members to meet the ever-changing demands of customers operating helicopters in all commercial markets which include Air Medical, Law Enforcement, Utility/Tour, Fire Fighting, Private/Business Aviation, etc.;
  • Support the testing, implementation, or enhancement of Airbus' SAP Customer Relationship Management (CRM) system for improvements or modifications designed to improve customer experience or help AHI meet OTR5b and revenue targets;
  • Understand fully and Educate team on all AH Commercial Policy pricing obligations to include discount structures for all customers and Airbus Authorized Service Centers;
  • Coordinate, supervise, and is accountable for all daily activities of business support, technical or production team or unit;
  • Communicate frequently with customers verbally via phone or in writing via email or letter as needed;
  • Oversee all hiring, development, and termination of customer service representatives;
  • Isolate and identify areas of improvement for all team members as required.

2. Training and Team Development 20%

  • Establish and implement CSR training program, to include on-boarding new hires and continued development of new programs for experienced Customer Support Representatives;
  • Train CSR team on how to adequately address problems over the phone or how to write correspondence;
  • Ensure performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics;
  • Understand and educate the Command Center team on International and domestic logistics options to help inform customers of all available options to meet their operational needs;
  • Provide coaching and feedback to team members, including the development of formal corrective action plans;
  • Work with management on customer service initiatives designed to improve customer experience.

3. Reporting: 10%

  • Develop and maintain monthly Command Center KPI's and Dashboard based on departmental and company goals designed to meet Financial / OP (Operating Plan) and OTR Targets;
  • Report KPI/metrics to AHI Executive team and AH Headquarters to provide daily details on Command Center team achieves OTR goals as required for Airbus Global Top Company Objectives (TCO);
  • Analyze data and statistics pertaining to monthly performance for CSR transactions, to include a number of errors made for training and disciplinary reasons;
  • Develop, update and report to Sr. Director and AHI Executive Team all Key Performance Indicators for AOG order management and Customer Satisfaction metrics;
  • Report and review all CSR and AOG activity reports monthly with Sr. Director Customer Support on all process issues and provide feedback to management on areas of improvement;
  • Compile and present reports on overall customer satisfaction.

4. Customer Service Representative: 5%

  • Receive customer orders via email, phone and interact with customers to provide assistance with requests;
  • Provide customer order status as requested, and coordinate with the warehouse and shipping when required;
  • Prepares quotations for customers as needed;
  • Administer necessary forms and documents for rentals, exchanges, customer repairs, and PBH orders;
  • Communicate and deliver schedules/reports to the CSM's as requested;
  • Parts and Material upgrading for the Spares, Exchange items, and repaired items as needed;
  • Obtains price and delivery information for customers, to include margin analysis and adherence with AH Commercial Policy;
  • Coordinate requests according to policies and procedures;
  • Build and maintain customer relationships while communicating effectively verbally and in written form;
  • Solves customer problems within company service policies and guidelines,
  • Follow-up with customers to assure satisfaction, respond to inquiries, solicit further sales, and solve or refer problems;
  • Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities;
  • Counsel with customers and communicate with other functional areas for technical assistance as required;
  • Delivering superior customer service by ensuring calls are answered effectively and efficiently throughout the day;
  • Serves as a backup when the supervisor is out.

Additional Responsibilities:

  • Other duties as assigned.

Qualified Experience / Skills / Training

Education:

Required:

  • Bachelor's Degree or related work experience and training;
  • Strong knowledge of rotorcraft maintenance procedures and required forecasting/planning.

Experience:

Required:

  • Requires a minimum of 10 years directly related experience in a Customer Service or Call Center environment;

Licensure/Certifications:

Preferred:

  • A&P License;
  • Six Sigma Certification;
  • International and domestic Logistician skills.

Knowledge, Skills, Demonstrated Capabilities:

Required:

  • Work independently, Organized, Purchasing knowledge, Repair knowledge, Work as a team player
  • Expert knowledge of SAP Customer Support module and functionality, including Order Book management, order release methods, shipping tracking module/software, and order credit processing;
  • Strong knowledge of aircraft parts/aviation equipment, to include understanding of repairs, exchanges, and Parts by the Hour based programs;
  • Strong understanding of international and domestic air and surface Logistics, to include AOG and Counter to Counter expectations;
  • Requires some ITAR spares delivery logistics knowledge;
  • Expert with Microsoft Office Suite;
  • Strong process improvement skills;
  • Strong SAP product-specific training and team development skills;
  • Strong communication skills, both verbal and written;
  • Conflict Management skills.
    • Preferred:
      • Spares Knowledge Preferred

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

  • Verbal and written skills, strong interpersonal skills

Technical Systems Proficiency:

  • Internal and commercial systems proficiency required for the position. Ex: Microsoft Office Suite, SAP, Siebel, Project Management Systems, SharePoint, strong skill set in Excel

Travel Required:

  • 10% Domestic and International

Citizenship:

  • Authorized to Work in the US

Clearance:

  • None

Decision Making, Complexity:

  • Responsible for strategic direction and leadership of the Command Center (First Shift) and AOG (Aircraft on Ground Second Shift and Weekends) Customer Support Representative (CSR) Team;
  • Primary manager for all financial decisions and customer satisfaction for Spares, exchange, warranty, and PBH orders;
  • Determine priority and take responsibility for elevating/managing the procurement of any critical items for AOG customer that require arbitration with Headquarters for AOG escalation of critical inventory items. Decisions include knowledge of customer operation and prioritization based on customer market segment;
  • Accountable for investigating customer complaints, make a good business decision, and take appropriate actions to achieve customer-centered resolutions - often while on the phone with a customer and unsupervised;
  • Determine use of AHI Customer Goodwill when faced with customer satisfaction issues, which impact the financial targets of the customer support team;
  • Supervise non-routine issues they arise, selecting a defined course of action for next steps or developing new procedures, occasionally escalating to senior management as needed;
  • Provide supplemental tools and support specific to AOG order management;

Organizational information:

  • Reports to Sr. Director, Customer Support

Direct Reports:

  • Exempt: 2
  • Non-exempt:

Job Dimensions, Contributions to Success:

  • Reporting to the Sr. Director, Customer Support, the position has overall responsibility for all Spare revenue, activity and all personnel in the Command Center / CSR Customer Service Representative team. Required to make difficult but quick decisions to meet customer demand with very minimal to no direction from management. This individual is ultimately responsible for customer satisfaction, new spares lines of business, as well as the supporting processes and SAP oversight for Spares Activity.
  • Responsible for Order Book management of all new Spares and PBH and Exchange components which accounts for over $123M USD in annual revenue for 2021;
  • Approves customer credits and sales returns up to $50,000;
  • Determines, often with the customer on the phone, how to administer the application of Goodwill in order to maintain a high level of customer satisfaction;
  • Responsible for managing and reporting the Airbus OTR5b metric, which is one of the key global metrics (Airbus Top Company Objective TCO) established for meeting customer order delivery to request date. All orders must be actively managed from the Command Center for release to the DFW Warehouse for shipment to meet the on-time target. Based on order volume, each 1% AHI deviates from OTR goal equates to 0.25% of the Global OTR goal;
  • Must be able to calculate value for exchange components, which may require determination of the hourly rate/value of the use of a component based on the TBO (Time Between Overhaul);
  • Develop margin analysis for price quotations which may include both recurring and Non-Recurring costs. All price quotations must adhere to AH Commercial Policy;
  • Provide scrap analysis with the disposition to Director of Supply Chain.

Nature of Contacts:

  • Involved, negotiation type Communication on a regular basis with internal and external parties

Physical Requirements:

  • Onsite: 90%
  • Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings daily.
  • Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms daily
  • Speaking: able to speak in conversations and meetings, deliver information and participate in communications daily
  • Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts daily
  • Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs daily
  • Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
  • Pushing / Pulling: able to push and pull small office furniture and some equipment and tools daily
  • Sitting: able to sit for long periods of time in meetings, working on computer daily
  • Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
  • Standing: able to stand for discussions in offices or on the production floor daily
  • Travel: able to travel independently and at short notice daily
  • Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces daily
  • Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by the site and/or customer site

Equal Opportunity:

As a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status, or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

Airbus Helicopters, Inc
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