ATR - 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.

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!

Our leadership profile:

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!

We are looking for a Customer Support Director to come onboard in our Customer Support & Services Directorate in Barbara’s team : a team of 6 collaborators!

Your Mission:

Strengthening the relationship with ATR, the Customer Support Director is the prime interface and point of escalation for any major issues arising from the Customers which require coordination within ATR.

Within ATR Customer Services Directorate, as Customer Support Director, your mission will include:

• Developing and maintaining relationships with a portfolio of Airlines.
• Define customized support strategy for each customer, serving customer success with ATR and contributing to ATR ambitions
• Monitoring the deployment of this strategy, coordinating the support activities across any areas of ATR for your list of assigned customers.
• Ensuring the cross-functional management of major subjects.
• Promoting the products and services developed by the ATR Customer Service Directorate.

You will be based in Toulouse.

Your Activities:

• Ensure daily contact with the Customers assigned to him/her on major support matters
• Visit the assigned Customers on a regular basis, in order to review overall support aspects including, but not limited to, technical matters, fleet performance, spares and repairs, commercial products and services including GMA, vendor issues, credit management and anticipation of future needs
• Ensure the coordination of all support matters within ATR as far as his/her assigned Customers are concerned. Specific project management and follow-up shall be performed across ATR directorates and in full coordination with customers.
• Actively support ATR’s Sales Directors and other commercial services during sales campaigns of aircraft and/or services. In doing so, participate during the initial contact with potential customers in order to assess their specific needs
• Monitor Customer satisfaction and ensure proper communication is made on the matter
• Assist the Credit Management team in the efforts to collect on-time payments from the Customers
• Other duties as assigned.

About you:

-At least 5 years of professional experience in the following fields:

• Experience in an airline organisation or in a position of customer support role
• Experience of aircraft manufacturer Customer Services organisation and activities

- Understanding of aircraft systems and structures.

- Good knowledge of aircraft maintenance and operations.

- Commercial experience is a plus

- Project management skills and ability to coordinate activities on a transversal basis

- Customer-orientation, communication and soft skills

- Product quality conscious and understanding of operators constraints

- Ability to work under stress conditions and ability to travel under short notice
- Languages: - Fluent English, Spanish or other foreign language would be a plus
- IT: Fluent with Microsoft Office software, including MS Word, Excel, PowerPoint, and Outlook.

… but above all, you are ready to take off with us to keep connecting communities and businesses and provide the best possible products and support to our customers!

Our Recruitment Process

• Barbara will contact you
• Innovative and digital assessment
• To get to know you better: interview with Barbara then with Valeria our HR Recruiter

What we offer:

- Highly competitive compensation package (profit and success sharing, employee savings plan…)

- Work-life balance (remote working, 6th week of paid leave, additional days off for family events…)

- Well-being / health (supplementary health & welfare coverage…)

- Career paths enabling employees to develop their skills and build a professional project

- Wide choice of development programs for soft and hard skills

- CSE: ATR (family and employee events) and Airbus CSE (travel, vacation camps …)

- Diversity and inclusion: Over 1200 men & women with more than 35 different nationalities work together in our teams !

ATR is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

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A propos d'ATR

ATR est le premier constructeur mondial d'avions régionaux et propose une nouvelle génération de turbopropulseurs. Nous sommes une filiale de deux poids lourds de l'aéronautique européenne, Airbus et Leonardo.

Des plus grandes villes du monde aux régions les plus reculées de notre planète, notre objectif est d'assurer le transport aérien des personnes, des communautés et des entreprises d'une manière innovante, durable et moderne.

Si vous recherchez l'excellence, si vous êtes animé par l'ambition, la confiance et le respect, alors faites décoller votre carrière avec ATR !

Notre Leadership Profile :

Centré(e) sur l’humain un esprit entrepreneur inspirant(e) exemplaire innovant(e) humble

Vous travaillerez avec des collègues passionnés pour faire la différence dans une entreprise à taille humaine avec des avantages attractifs !

Nous recherchons un Customer Support Director pour rejoindre notre Direction Customer Support & Services au sein de l'équipe de Barbara : une équipe de 6 collaborateurs !Votre mission:

Renforçant la relation avec ATR, le Customer Support Director est l'interlocuteur privilégié de son portefeuille de clients, et point de contact pour tout problème majeur nécessitant une coordination au sein d'ATR.
Vos missions principales seront les suivantes:

• Développer et entretenir la relation avec un portefeuille de compagnies aériennes.
• Définir une stratégie de support customisée au client pour accompagner le succès de ses opérations et contribuer aux ambitions de développement d'ATR
• Piloter le déploiement de cette stratégie, coordonnant l'ensemble des activités du périmètre après-ventes ATR
• Assurer la gestion transversale des sujets majeurs.
• Promouvoir les produits et services développés par la Direction Customer Support & Services d'ATR

Vos activités:

• Assurer le contact quotidien avec les clients qui lui sont attribués pour les besoins d'assistance majeurs
• Rendre régulièrement visite aux clients assignés afin de revoir tous les aspects du support après-vente, notamment la performance de la flotte, les principaux sujets techniques, les pièces de rechange et les réparations, les produits et services commerciaux, y compris le GMA, les problèmes liés aux fournisseurs, la gestion du crédit client et l'anticipation des besoins futurs
• Assurer la coordination des besoins significatifs et transverses de support ATR pour les clients qui lui sont assignés, adoptant une méthode de gestion de projet impliquant toutes les parties prenantes ATR dans les directions concernées, et en coordination totale avec les clients.
• Soutenir activement les fonctions commerciales ATR lors des campagnes de vente d'avions et/ou de services. Dans ce cadre, participer aux premiers contacts avec les clients potentiels afin d'évaluer leurs besoins spécifiques
• Surveiller la satisfaction des clients et veiller à ce qu'une communication adéquate soit assurée
• Assister l'équipe de gestion des crédits dans ses efforts de recouvrement auprès des clients

A propos de vous

- Au moins 5 ans d'expérience professionnelle dans les domaines suivants :

• Expérience dans une compagnie aérienne ou dans un poste de service à la clientèle
• Expérience dans le service clientèle d'un constructeur aéronautique

- Compréhension des systèmes et des structures aéronautiques.

- Bonne connaissance de la maintenance et de l'exploitation des avions.

- Une expérience commerciale est un atout

- Compétences en gestion de projet et capacité à coordonner des activités de manière transversale

- Orientation client, communication et compétences relationnelles

- Sens de la qualité des produits et compréhension des contraintes des opérateurs

- Capacité à travailler sous pression et à voyager à court terme

- Langues : La maîtrise de l'anglais, de l'espagnol ou d'une autre langue étrangère serait un atout

- Informatique : maîtrise des logiciels Microsoft Office, notamment MS Word, Excel, PowerPoint et Outlook.

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:

Avions de Transport Regional (ATR) GIE

Contract Type:

Permanent

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Classe Emploi (France): Classe G14

Experience Level:

Professional

Job Family:

Customer Account and Service Management

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.