Airbus is Hiring For Customer Support Manager

Airbus is Hiring 2020-2023 Batch Pass outs Students

About Company

European multinational aerospace company Airbus SE was founded in 1997. The company’s main line of business is the design and production of commercial aircraft, although it also operates distinct helicopter, space, and defense businesses.

Airbus is a leader in the design, manufacture, and delivery of aerospace products, services, and solutions to a global customer base, with operations for commercial aircraft, helicopters, defense, space, and security. The company has a 50-year history of innovation, technological firsts, and industry milestones.

Airbus Customer Support Manager Recruitment Details

Job Description

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. 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

Main Activities

The CSM’s main activities are:

• Manage customer queries, RFQs, Orders, Service Requests with HQ. Oversee the timely delivery of spares, services etc.
• 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 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 S&S 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 S&S disciplines and ensure each of them respect their commitments through to resolution, followed in the CRM Salesforce
  As the customer’s preferred focal point for S&S, 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 Customer’s 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

Who Can Apply

Key Skills and Competencies

Customer Relationship

• Ability to set up and maintain good relationship with customer
• Ability to understand customer’s expectations, know the customer and their organization
• Ability to support the catalog of services and respond to customer’s 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 analyse performance activity levels related to a Customer’s operations and identify non-performance levers

Technical Knowledge

• Ability to use Salesforce as the Customer Relationship Management tool
• Knowledge on aeronautics and helicopter basics
• Knowledge on AH programs and S&S basics
• Knowledge on AH technical publication basics

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus India Private Limited

Employment Type:

Permanent

——-

Experience Level:

Professional

Job Family:

Customer Account and Service Management <JF-CS-CA>

Other Jobs :- Click Here

2024 Batch Passouts Jobs :- Click Here

Internships :- Click Here

Govt Jobs :- Click Here

Placement Materials

TCS Study Material :- Coming Soon

Wipro Study Material :- Coming Soon

Infosys Study Material :- Coming Soon

Accenture Study Material :- Coming Soon

Apptitude Study Material :- Coming Soon

Selection Process

Round 1

In first round there will Aptitude Round where question related to check capabilities of the candidate through variety of questions like

• Verbal reasoning questions. …
• Verbal comprehension questions. …
• English language questions. …
• Questions testing abstract reasoning.

Round 2

The second round is generally a Technical Round in which all the technical related question were asked to candidate according to job role. In this generally the interviewer checks candidate technical ability the depth and breadth of candidaate knowledge

Round 3

Round 3 is a HR round in some cases TR and HR round are occur concurrently. This round is conducted by Human Resource Professional who ensures that you are the right candidate for the role

Join Whatsapp Group

Apply Now
Apply Now

If You want to Know how to Apply for this Job Click Here

Click here