Contract & Customer Support Manager

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Job Description :

To manage the execution of S&S contracts and ensure coordination with all departments to successfully deliver services. Ensure customer satisfaction while meeting AH performance objectives (Finance, Quality, TaT).

To act as a customer support manager for a portfolio of customers, develop and manage customer relations by providing support for all commercial and technical enquiries. Responsible for developing dashboards for performance management, monitoring, and reporting.

Responsibilities :

• Be the focal point between Airbus and customer regarding Support & Services.
• Coordinate support disciplines and experts within the AH Group to provide quick and adequate solutions to customer needs.
• Manage and follow through all aspects of the HCare contract deliverables.
• Ensure customer satisfaction, needs, or expectations are managed within AH.
• Perform annual customer visits / reviews on contract performance and address customer issues.
• Set up dashboards and KPIs to monitor customer fleet serviceability and open topics.
• Manage costing and coordinate with stakeholders for timely costing and simple offer management.
• Manage Support & Services Contract from kick-off to delivery.
• Maintain and update contractual documents, amendments, and work scope.
• Ensure projects are executed on time and within budget, maintaining cost and revenue forecasts.
• Ensure contract closure and conduct post-mortem analysis if needed.
• Achieve contract performance targets (quality, cost, customer satisfaction).
• Manage and collect customer surveys and feedback.
• Monitor financial health and performance of contracts.
• Provide regular reporting to customers (weekly).
• Uphold Airbus Values, Leadership Model, and Code of Conduct; act as a role model.
• Perform other tasks as directed by superiors.

Personal & Interpersonal Skills :

Minimum Education :

Experience & Skills :

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