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Customer Support Manager

Philadelphia, PA 19114

Posted: 03/13/2023 Industry: Aviation Job Number: 6909

Job Description

Summary of Position:

Manage selected Customer fleets in the North, Central and South American market.  The CSM will serve as a customer advisor, service accountable representative and support to sales in the region.  The objective is to develop, achieve and guarantee an efficient and effective after sales support capable to sustain and improve Customer operations.


2.   Essential Duties and Responsibilities 



Duties and Responsibilities:


Coordinate interdepartmental activities across the following disciplines: 

Service Engineering, Materials,  Training, “on site” Maintenance Service, 

Program Management, and Proposals & Contract Management, in support of 

customer requirements.  
  • Advise customer, comprehend use needs, and explain and influence 

requirements internally to improve Customer operations
  • Support to Sales in the Region, by leveraging on Customer knowledge, to 

identify commercial opportunities, endorse the service solution offering and

bids & proposals to ensure its competitiveness, define with the Customer

the required Entry into Service (EIS) deliverables, support the service 

package negotiation, ns, agree to service performance levels and setup

the customer account 
  • Assist Proposals & Contracts Manager with the development and 

coordination of customer tailored support proposals and contracts


Manage the Entry-Into-Service phase of new delivered fleets, coordinating with

the Customer the preparation of all the logistic support activities.   
  • Develop pro-active and pre-delivery plan
  • Train the customer on how to access CS&S services and people
  • Support aircraft acceptance process
  • Guarantee onsite readiness for entry into service (EIS Matrix) and manage

the CS&S functions responsible for creating the service infrastructure in

the Customer area, but acting as a CS&S Program Manager


Manage the In Service activities of each assigned Customer fleet, ensuring that all objectives are achieved effectively in accordance with contractual commitments 

and Customer operational requirements. 
  • Monitor service delivery single promises to Customer to ensure the achieving

and maintenance of agreed service performance levels and customer 

  • Execute proactive visit plan and customer satisfaction responsibility
  • Act as Contract Manager for in service contracts (Warranty, Power by the 

Hour, and Basic Ordering Agreements (BOA).
  • Manage the customer account status and activate recovery actions
  • Support closure of post-delivery pending items
  • Support Customer in resolving all complex issues (major events, 

obsolescence, fleet deployments, etc)


Provide prompt and continuous communication with the Customer, on a routine 

base, on the main Customer Support issues, working together with all the 

Customer Support departments.


Coordinate regular program review meetings/operators conference with Customers


Develop and manage Continuous Satisfaction/Improvements plans to ensure 

customer satisfaction


Establish and monitor Customer Support performance matrix for each 

assigned Customers 


Develop with LHD Customer Support in Italy an effective and

Integrated Customer Service network


Perform other duties and fulfill other responsibilities as assigned.

  1. Qualifications for Position

         A. Education

BS in Aerospace Engineering or Logistic Engineering


         B. Experience

Three years in a similar role in the aviation sector and preferably in the helicopter industry. 


         C. Competencies & Attributes


Strong understanding of aviation technology


Strong written and oral communication skills. 


Proficient with MS Office


Intercultural awareness, ability to create and maintain relations


Able to work under pressure and meet customer deadlines


Well-organized and adaptable with a flexible approach. 


Able to handle critical and emergency situation involving customers


A knowledge of Italian is a strong plus


A knowledge of logistic process and SAP functions is preferred


Ability to travel domestic and international

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