Customer Support Account Manager

About the business:

Leonardo International Helicopter Division performs research, design, development, production, customer support and marketing of Leonard's extensive range of products; modern helicopters and tiltrotors for civil, parapublic and defence applications. The Division manages the entire helicopter development and production cycle.  Production and assembly plants are concentrated in Italy, UK, Poland and the US.  The AW139, AW169 and AW189 models are part of a family of new generation helicopters, all featuring the same design philosophy and the same certification and safety standards.

Leonardo Australia is the Australian subsidiary of Leonardo International, offering full support services including engineering and maintenance including logistics management and other related support functions. Helicopter activities include helicopter gearbox overhauls in our state-of-the art MRO facility. We also perform scheduled and unscheduled maintenance, aircraft modifications and deployed support to customer maintenance activities. Our typical customers work in emergency services, offshore operations, in both government and private sectors including defence. Leonardo Australia has two key divisions, Helicopters and Electronics.

About the role:

The role of the Customer Support Account Manager is to ensure that all support contracts in place with Customers operating in Oceania are successfully managed. This will be achieved by delivering a full range of responsive, customer-focused goods and services to the contracted performance levels in terms of quality, cost and schedule.

Additionally, and in recognition of the major market opportunities in the region, the job is expanded to support the Business Development of the full range of Customer Support products and services within the region.

Benefits & Perks

By joining the team at Leonardo Australia, you will work within a friendly, high performance culture with a focus on our people and their development. Some of the benefits our people enjoy include:

• A great team environment.
• Access to EAP.
• Personal development opportunities to grow in a diverse, inclusive company.
• Great work life balance.

Key Responsibilities Include:

• Act as day by day main contact for each Customer (Maintenance, Pilots, Management staff) providing timely responses to their needs, track and monitor Company responses.
• Understand Customer operations and needs to identify the proper level of service performances to be monitored.
• Decide, together with the involved stakeholders, the best approach towards the Customer in resolving operational issues, both in terms of feasibility, time schedule and cost impact.
• Control the Statements of Account and implement all the actions needed to solve disputes, to guarantee that payments are timely released.
• Influence Customer operational standards, proposing Company "service solutions" (e.g. Service Plans, Spare Parts Planning, Spare Parts Packages, BOA Contracts, R&O Plans for major assemblies) as part of joint improvement initiatives.
• Propose, together with Company Training Academy, additional training to the Customer (Maintenance, Pilots, Logistics staff), to improve their organisation and skills in managing our products efficiently.
• Organise periodic visits at Customer premises, together with the relevant Technical Representative, to review service performances and identify improvement actions as needed.
• Report Customer feedback about the services provided by the Company, to drive any required improvement initiative by the competent the Company Department.
• Report useful information about Competitors products and services, to continuously leverage our capabilities and solutions through a bench-marking with the other OEMs.
• Availability for business trips, both National and International and flexible with customer travel requirements as advised by manager, also with short notice.
• Availability to work after hours to support Customer urgent matters and to grant proper connection with the headquarter in Italy and plants/customers located in other geographies (e.g.: US, Brazil, …)
• Availability to check emails and answer urgent phone calls during weekends and holidays, if needed.

Formal Education / Certification & Clearance Requirements:

• Minimum Bachelor Degree (preferably Master's Degree) in Engineering, Business Management or similar.
• Clean National Police Clearance, or ability to obtain.
• Full Australian work rights.

Professional / Technical Experience Requirements:

• 2 Years experience in a similar role.

  
  
• Engineering & customer service experience highly advantageous.
• Experience in Customer Relationship Management (CRM), with the ability to build collaborative working relationships.
• Able to work in high demand environments to meet customer deadlines.
• Experience in the aviation industry will be highly regarded.
• Experience working with CRM tools, specifically SAP would be advantageous.

If you are looking to take the next step in your Customer Service career, please apply now, submitting a covering letter and resume. Please note that only shortlisted candidates will be contacted.

Only direct applications will be accepted (no agencies please).

Please note we have not engaged any recruitment agencies to represent us for this role.

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