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Job Description:
A. Accountabilities
The Customer Support Director (CSD) acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest.
B. Dimensions
Number of customers: 2-7
C. Main activities
The role of the CSD is an of individual contributor but to lead a cross functional In Service Team to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.
In-line with the Airbus processes for Customer management the CSD leads and acts as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters. Support aircraft sales campaigns with the aircraft sales team during Marketing phases of the aircraft sales, including giving presentations on customer services and our overall
The CSD is responsible to coordinate and oversee all post sales activities through the whole aircraft life cycle, including aircraft Entry into Service preparation, post EIS daily support and End of Operation management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements.
The CSD manages the relationship by establishing and maintaining direct contact with Customers’ management.
The CSD also exercises commercial control and ensures that any commercial gestures are well justified and minimized, and that contractual commitments are closely followed-up.
D. Outputs
The job holder will deliver:
A continuous, sound business relationship between Airbus Customer Services and customers, retaining customer loyalty
Strong stakeholder relationship management internal and external
Successful Entry into Service preparation
Assistance to the customers in operating their Airbus fleet in a safe, reliable and economical manner
Before and after an aircraft is sold, contribution to customized plans for services marketing/sales activities, resulting in orders and revenues for Airbus
Timely and reliable information to Airbus management on the customer relationship and critical issues.
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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