Job Description

:

The Airbus Regional Head of Customer Support (RHoCS) plays a key role to:

Develop personal relations with Airbus customers' senior management

Voice the regional customers' requirements inside Airbus, and

Lead the team of CSD (Customer Support Director), Regional Field Service (FS) teams based in Delhi.

Promote and enhance Safety of Airbus aircraft operations by our customers

Drive and improve Customers satisfaction across the region

The RHoCS also has a personal role to play in customer relationship management by acting as an escalation path, a facilitator, and ensuring that all customers in the region are treated in-line with Airbus' strategy.

Main activities

A. The jobholder represents the Airbus Senior Management internally and externally to coordinate fully across Airbus and the customers' management to ensure aligned Airbus communication and actions, to customer satisfaction. He/she explains Airbus strategy and positioning in terms of Customer Support and Services. He/she ensures Customers perception and concerns are properly fed back into the Airbus organization and taken into account so as to facilitate continuous improvement as well as new services development.

B. The jobholder ensures his/her team is actively and constantly monitoring the aircraft operations so that safety and fleet operations reliability deviations can be anticipated and corrective action plans launched in a timely and organized manner, e.g participation

to ISOEG (In-Service Operation Evaluation Group) meetings, reporting through SMS (Safety Management System), organizing TRM (Technical Review Meetings) etc.

C. The jobholder ensures that his/her team can deliver Customer support based on Airbus value and the code of conduct, and in accordance with processes, technical constraints and commercial targets defined by the Company. He/she also proposes and defines new business solutions, processes and commercial approaches in case the existing ones cannot address Airbus or customers' expectations

D. The jobholder manages customer frontline teams of CSD (Customer Support Director) (CSD), FS (Field Service) and Supplier Support Managers through aircraft life cycle support.

E. The jobholder coordinates and supports his/her team's activity with Commercial Affairs, Programs and other departments in the frame of GAM (Global Account Management) methodology to pursue customers' satisfaction and the Company's business success.

F. The jobholder coordinates his/her team activity with the Commercial department to contribute to sales campaigns and Purchase Agreement in the definition of optimized Customer Support packages.

G. The jobholder is responsible to continuously listen and understand the market expectations in the region so that the right products and services offering can be developed to meet and anticipate customers' needs.

OUTPUTS

External Role to Improve Customer Satisfaction by

understanding customers' strategy,

acting as communication focal on Customer Support topics, and

providing the continuous customer feedback.

Internal Role to Synchronize Airbus with Customer World to

Build Regional Support and Services Strategy

Maintain Process Setup, deploy and Monitor Customer Support

Foster Airbus Business Unit Collaboration

Support Regional Fleet Availability and Operational Reliability

Oversee Product Safety

Escalate Operational Subjects

Manage Risk & Opportunity

Contribute Customer Policies

Manager's Role to Foster the Team

Connect Team Activity to Airbus Strategy

Empowerment and Delegation

Lead the Team's Development

Implement Health & Safety requirement

Promote and Act Airbus Values

Foster Team Spirit

Manage the Headcount Resource

Plan and Control Budget

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
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Experience Level:

Professional

Job Family:

Customer Account and Service Management
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