ATR - MIAMI - Customer Support Director

Job Description:

About us

ATR is the world’s number one aircraft manufacturer in regional aviation providing a new generation of turboprops. We are a joint venture between two European aeronautical heavyweights, Airbus and Leonardo.

ATR Americas (AAS) is the primary hub for supporting the Americas and Caribbean regions. The dedicated team comprises departments such as Support & Services, Quality, HR, Commercial and Finance.

From the world’s largest cities to our planet’s most remote regions, our purpose is to deliver air travel to people, communities and businesses in an innovative, sustainable and modern way.

If you strive for excellence, are driven by ambition, trust and respect as we are, then get your career off to a flighting start with ATR!

People Centric Entrepreneurial Inspiring Exemplary Innovative Humble

At ATR you will work with passionate colleagues to make a difference in a human size company with attractive advantages!

The Customer Support Director (CSD) is the primary interface between ATR and customer airlines, from Entry‑Into‑Service (EIS) preparation to end‑of‑operations.
As a key member of the Global Account Management team, you lead the in‑service strategy to enhance customer satisfaction and fleet performance, while ensuring alignment with ATR’s corporate objectives.

You act as both the Voice of the Customer within ATR and the Voice of ATR at the Customer, representing ATR strategy and decisions, and acting as the main escalation point.

• Act as the main ATR point of contact and escalation for all in‑service topics.
• Build strong relationships through regular on‑site visits and frequent communication.
• Maintain an end‑to‑end understanding of customer operations and context.
• Organize Senior Management Meetings (SMM) when relevant.
• Maintain account data through the ATR CRM.

• Monitor customer satisfaction through regular interactions and surveys, as well as fleet performance (e.g. OTDR, aircraft availability…) based on customer data and field service reporting.
• Assess trends, main drivers, and coordinate ATR’s response to customer needs and operational issues.
• Lead cross‑functional projects and support Field Service teams.
• Manage escalations until resolution, in coordination with the Commercial Department when needed.

• Co‑define account objectives and strategy with Sales, Programs and Customer Services.
• Develop tailored in‑service strategies aligned with customer and ATR priorities.
• Lead the Account Management Multi‑Functional Team (MFT) in the deployment of Account strategy for the in‑service scope.

• Coordinate EIS preparation for new ATR customers or new aircraft types.
• Support implementation of contractual after‑sales obligations.
• Ensure customer readiness for smooth entry into operations.

• Identify opportunities for service and aircraft sales.
• Support sales campaigns with customer and operational insights.
• Assist Credit Management when escalation is required.

• Promote Safety culture and support Safety initiatives within the customer environment.

• Engineering or Business degree.
• Minimum 7 years of experience in an airline, OEM, MRO, or customer support role.
• Strong understanding of aircraft systems, maintenance, and airline operations.
• Experience in or with an aircraft manufacturer Customer Services environment is an asset.

• Strong customer orientation and communication skills.
• Ability to synthesize complex issues and lead cross‑functional teams.
• Solid project management and problem‑solving capabilities.
• Ability to work under pressure and manage multiple priorities.
• Product‑quality awareness and understanding of airline constraints.

• Fluent English required.
• Additional languages (French, Spanish, Portuguese…) are a plus.
• Proficient with Microsoft 365 and CRM tools.
• Willingness to travel frequently…