Customer Support Manager; Super Puma

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At Airbus Helicopters, we don't just build world‑class aircraft—we keep them flying. We are seeking a powerhouse Customer Support Manager to act as the ultimate strategic champion and primary face of Airbus for an elite portfolio of operators. This is a high‑visibility program lead in a matrix environment, responsible for a multi‑million dollar portfolio where decisions directly impact fleet availability, operational performance, and customer trust.

From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain.

A suburb just outside the Dallas‑Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees.

• Financial Rewards:
  Competitive base salary, incentive compensation, profit sharing schemes, retirement savings plan, and Employee Stock Ownership Plan ("ESOP").
• Work/Life Balance:
  Paid time off, holidays, and a generous paid parental leave program.
• Health & Welfare:
  Comprehensive insurance coverage including medical, prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and supplemental benefits.

• Serve as focal point in Airbus Helicopters for an assigned group of customers, supporting all service & support activities related to their in‑service fleet.
• Manage customer needs, performance and shared forecasting by building strong, long‑lasting relationships and establishing standard routines.
• Collaborate with the Sales Manager and support regional, central and transversal departments for offers, contract negotiations and customer intelligence.
• Understand and improve customer relationships through active listening, clarifying needs and addressing concerns.
• Lead initiatives to gather customer needs for future business and enhanced customer intelligence.
• Act as the voice of the customer, feeding internal Airbus organizations to improve experience.
• Resolve complex situations and coordinate crisis‑situations communications.
• Propose and support customer service improvement initiatives.

• Act as focal point for deliverables and support Sales & Program directorates for any matter related to service & support contractual issues.
• Responsible for Profit & Loss for the different customers and regions.
• Lead contract management, supervise operational execution.
• Monitor achievement of contractual landmarks, results on time, on cost and quality.
• Supervise and coordinate activities performed by internal or external partners for all contractual deliverables.
• Manage contract financial commitments, ensuring turnovers, margins, WOC, cash, cost adherence.
• Communicate and coordinate customer needs with internal support departments.

• Define key indicators to monitor performance, customer satisfaction and fleet availability targets.
• Track and influence operational availability (OA) and direct maintenance costs (DMC) by monitoring data, identifying trends and recommending improvements.
• Analyze activity levels such as flight hours, parts consumption, future trends and coordinate with specialists.

• Minimum four‑year undergraduate degree or equivalent work experience.
• Ten or more years’ experience in customer service, repairs and logistics or related field.
• Six or more years’ experience in the helicopter/aviation industry.
• Business, logistics and supply management, customer service background.
• Familiar with aviation maintenance methods, practices and technical…