Customer Support Manager

Job description

Job Description: Customer Support Manager Airbus is a leader in the design, manufacturing, and delivery of aerospace products, services, and solutions to customers on a global scale, pioneering sustainable aerospace for a safe and united world. With more than 45 years of presence, Airbus is expanding its footprint in Latin America through ~1,500 employees and key strategic sites. As a key supply partner with an order backlog of 500 aircraft, the company maintains a deep commitment to the region's long-term growth. As a global leader in rotary-wing aviation, Airbus Helicopters provides high-efficiency solutions in 150 countries for civil, military, and law enforcement missions. Its comprehensive portfolio is designed to perform vertical flight tasks in the world's most demanding environments. Airbus Helicopters Mexico operates a key commercial and operational hub in Mexico City, delivering end-to-end support for helicopter fleets across Mexico, Central America, and the Caribbean. The facility specializes in comprehensive Maintenance, Repair, and Overhaul (MRO) services—including both line and base maintenance—along with custom aircraft retrofits and mission-tailored modifications. Beyond maintenance, the hub serves as a central point for client technical support, original spare parts distribution, and specialized training programs for pilots, flight crews, and maintenance technicians. Will you join us in redefining the limits of what is possible? ✈️🚁🚀 As a Customer Support Manager, you will serve as the main point of contact for the customer regarding Support & Services. The role is responsible for ensuring customer satisfaction and driving continuous improvement to guarantee the overall performance of customer services and increase fleet availability, covering the entirety of the customer's fleet. Key responsibilities: 1. Customer Coordination & Service Delivery Coordinate support disciplines and experts to provide fast, suitable solutions for customer needs in priority or exceptional situations. Establish and monitor operational action plans to address customer concerns, complaints, and dissatisfaction. Gather customer satisfaction, needs, and expectations to relay the customer’s context for internal use within Airbus Helicopters (AH). Foster customer satisfaction and trust to enable business growth. 2. Customer Strategy & Satisfaction Roadmap Contribute to defining key Customer Satisfaction Roadmap objectives for the assigned customer portfolio. Develop a customer strategy aligned with customer expectations, shared with other Front Office Team members, and tracked within the Salesforce CRM. Organize regular meetings and visits with portfolio customers. 3. Listening & Priority Gathering Engage and listen to customers to capture their priorities (e.g., availability, spare parts delivery, focal point responsiveness, maintenance turnaround times) required to define the customer strategy. Gather feedback and priority issues regarding operational performance, preparing necessary reports featuring key data for the end customer, tracked in Salesforce CRM. 4. Key Information & Guidance Provide the customer with key information regarding Support & Services. Communicate Support & Services (S&S) contents to customers regarding critical topics, performance, improvement initiatives, key service catalog changes, and recommendations for mutual benefit. Guide customers to better understand products and organizational structures, enhancing collaborative working relationships. 5. Customer Feedback Management Collect customer feedback on S&S interactions since the previous touchpoint, review action plan progress, and capture customer perceptions on recent critical topics. Gather strategic and operational customer needs and activity forecasts, tracked in Salesforce CRM. 6. Resolution of Priority & Exceptional Issues Listen, understand, and propose necessary actions regarding priority and exceptional customer issues. Manage cross-functional S&S disciplines to address immediate operational issues, ensuring each department meets its commitments through to resolution, tracked in Salesforce CRM. Act as the preferred customer focal point for S&S, escalating issues when and where necessary to ensure swift resolution. 7. Support & Services Performance Monitoring Monitor support and services performance at the individual customer level. Analyze activity levels related to customer operations (such as flight hours, parts consumption, and future trends), coordinating with functional specialists to deliver supplementary analyses and ensure key stakeholders provide essential reporting. Requirements: Degree in Engineering or Bsiness English Proficiency. 2 years of Customer Service Experience Soft Skills communication, customer service, conflict management, and teamwork. Valued Qualifications & Desirable Assets:. Knowledge of Google tools (Sheets, Docs, Slides, Forms). Problem-solving and analytical skills. Decision-making abilities. What do we offer? Permanent contract. On-site work model. Continuous and specific training for professional development. The opportunity to be part of a leading international group in the aeronautical sector, with the possibility of participating in international mobility programs. Medical and life insurance. Food vouchers. Transportation allowance. Join us to achieve the exceptional. 🚁 By submitting your CV or application, you consent to Airbus using and storing your information for tracking purposes related to your application or future employment. This information will be used exclusively by Airbus. Airbus is committed to achieving a diverse workforce and creating an inclusive work environment. We welcome all applications, regardless of social or cultural background, age, gender, disability, sexual orientation, or religious beliefs. Airbus is and has always been committed to equal opportunities for all. As such, we will never request any monetary transaction as part of a recruitment process. Any impersonation of Airbus for this purpose should be reported to emsom@airbus.com. At Airbus, we support agile and flexible work and collaboration. Whenever possible, flexible and innovative working conditions will be promoted. At AIRBUS, we promote labor equality and non-discrimination. All our vacancies are open to anyone regardless of their ethnic or national origin, gender, age, disability, social status, health conditions, religion, opinions, sexual orientation, marital status, or any other status protected by law. Pregnancy and HIV tests are never requested in our recruitment and selection processes. Customer Support Manager Airbus es líder en el diseño, fabricación y entrega de productos, servicios y soluciones aeroespaciales a clientes a escala global, siendo pionero en la aeroespacial sostenible para un mundo seguro y unido. Con más de 45 años de presencia, Airbus está expandiendo su huella en América Latina a través de ~1,500 empleados y sitios estratégicos clave. Como socio clave de suministro con una cartera de pedidos pendientes de 500 aeronaves, la compañía mantiene un profundo compromiso con el crecimiento a largo plazo de la región. Como líder global en aviación de alas rotatorias, Airbus Helicopters ofrece soluciones de alta eficiencia en 150 países para misiones civiles, militares y de orden público. Su portafolio integral está diseñado para realizar tareas de vuelo vertical en los entornos más exigentes del mundo. Airbus Helicopters México opera un centro comercial y operacional clave en la Ciudad de México, ofreciendo soporte integral para flotas de helicópteros en todo México, América Central y el Caribe. La instalación se especializa en servicios integrales de Mantenimiento, Reparación y Revisión General (MRO)—incluyendo mantenimiento de línea y de base—junto con modificaciones personalizadas de aeronaves y adaptaciones a medida según la misión. Más allá del mantenimiento, el centro sirve como un punto central pa