Customer Support and Service Manager

All vacancies of AustraliaManufacturing, Transport & LogisticsCustomer Support and Service Manager

The CSM is the primary interface with Customers Leonardo Helicopter Italy for all in-service fleet activities relating to assigned Operators/Customers

Summary about this job

Aviation Services

Company: Leonardo Australia

Location: Melbourne

Work type: Full Time

Salary: n\a

Phone: +61-2-5980-7452

Fax: +61-7-8888-2452

E-mail: n\a

Site:

Detail information about job Customer Support and Service Manager. Terms and conditions vacancy

  • Location: Essendon Fields
  • Ongoing training and development
  • Join a passionate group of colleagues with a common goal

About the business

 

Leonardo's Helicopter Division (LHD) performs research, design, development, production, customer support and marketing of Leonard's extensive range of AgustaWestland products; modern helicopters and tiltrotors for civil, parapublic and defence applications. The Division manages the entire helicopter development and production cycle.  Production and assembly plants are concentrated in Italy, UK, Poland and the US.  The AW139, AW169 and AW189 models are part of a family of new generation helicopters, all featuring the same design philosophy and the same certification and safety standards.

The Australian subsidiary is a full service operation undertaking business development, logistics management, aircraft assembly and maintenance and other related support functions. Engineering activities are concerned with aircraft assembly and disassembly for transport by air and sea, scheduled and unscheduled maintenance, aircraft modifications and deployed support to customer maintenance activities.   Typical customers are emergency services, offshore operators, government and private customers.

About the role

Key responsibilities for the CSM are:

  • Act as day by day main contact for each customer (Maintenance, Pilots, Management staff) providing timely responses to their needs, leveraging the SAP CRM system to track and monitor LHD responses
  • Understand customer operations and needs and identify appropriate service level indicators on which LHD performance will be monitored
  • Collaborate with all stakeholders to determine appropriate strategies to manage customer operational issues, including (but not limited to) feasibility, time schedule and cost impact
  • Influence improvements to customer operational standards by marketing LHD service solutions (e.g. Service Plans, Spare Parts Planning, Spare Parts Packages, BOA Contracts, R&O Plans for major assemblies
  • Undertake regular visits to customer premises, together with the relevant Technical Representative, to review LHD service performance and identify areas for improvement as needed
  • Report Customer feedback about the services provided by LHD, to drive required improvement initiatives
  • Monitor LHD fleet and service delivery performance performances (via a set of defined and measurable KPIs
  • Monitor yearly the budget figures (i.e. revenues, sales, costs, etc.) for each customer, to properly quantify accurate company budget forecast data
  • Coordinate CS&S Service Delivery Departments ensuring alignment with customer expectations
  • Ensure customers' data stored in the company ICT Systems are maintained and regularly updated, leveraging consistent use of the various web-based system (e.g. Leonardo, B2B
  • Liaise with necessary departments to assist clarify and resolve financial disputes on CS&S invoices and ensure proper and prompt settlement of customer payments due to LHD

Benefits and perks

By joining the team at Leonardo's Helicopter Division, you will work within a friendly, high performance culture with a focus on our people and their development. Some of the benefits our people enjoy include:

  • Attractive remuneration package
  • Ongoing training and development
  • Free car parking 365 Days of the year

Skills and experience

  • Minimum Bachelor Degree (preferably Master's Degree) in Aeronautical Engineering or similar.
  • Intermediate proficiency in MS Office Suite.
  • Experience working with CRM tools, specifically SAP.

Prior experience required

  • Advanced organisational and time management skills
  • experience in engineering/customer service
  • relationship management skills
  • Excellent written and verbal communication skills.
  • Proficiency in English written and verbal communication.
  • Excellent Customer Service Skills and orientation (reactivity, courtesy, efficiency).
  • Ability to build collaborative working relationships.
  • Able to work under high demanding/stressing environments to meet customer deadlines.
  • Availability for business trip, both National and International.  
  • Experience in the aviation industry

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