Customer Support Manager

About the role

The Customer Support Manager is the primary point of contact for Airbus India’s customers, responsible for ensuring high satisfaction, fleet availability and continuous service improvement across the entire customer fleet.

Key responsibilities

• Coordinate support disciplines and experts to deliver quick, adequate solutions for priority or exceptional cases.
• Set up and monitor operational action plans to address customer concerns, complaints and dissatisfaction.
• Collect and analyse customer feedback, expectations and satisfaction data, feeding insights into the CRM (Salesforce).
• Develop and communicate a customer strategy aligned with expectations, covering parts availability, spares delivery and maintenance performance.
• Monitor support and service performance at the individual customer level, analysing flight hours, parts consumption and trends.
• Achieve booking targets, manage financial objectives and follow‑up overdue invoices.
• Lead cross‑functional action plans to improve logistics KPIs and overall service level.

Required profile

• Proven ability to build and maintain strong relationships with customers and understand their organisational context.
• Excellent communication skills in English and the ability to convey complex information clearly.
• Capability to manage stressful situations, coordinate stakeholders and drive timely resolutions.
• Experience preparing, conducting and synthesising customer meetings and extracting root‑cause analyses.
• Strong analytical skills to evaluate performance data and identify improvement levers.

Required skills

• Salesforce (CRM tool)
• SAP, eOrdering and Web MRO platforms
• Knowledge of aeronautics and helicopter basics
• Understanding of Airbus Helicopters programs and Support & Services fundamentals
• Familiarity with technical publications and material support environment