{"id":4078089,"url":"https://alion.io/job/airbus-customer-support-manager-4","title":"Customer Support Manager","company":{"id":3100,"name":"Airbus","domain":"airbus.com","url":"https://alion.io/company/airbus","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":856,"ghost_share":0.006,"stale_share":0.678,"repost_share":0.014,"time_to_fill_p50_days":24,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-10T00:00:00Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T20:03:10Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description:\nCustomer Support Manager\nAirbus is a leader in the design, manufacturing, and delivery of aerospace products, services, and solutions to customers on a global scale, pioneering sustainable aerospace for a safe and united world.\nWith more than 45 years of presence, Airbus is expanding its footprint in Latin America through ~1,500 employees and key strategic sites. As a key supply partner with an order backlog of 500 aircraft, the company maintains a deep commitment to the region's long-term growth.\nAs a global leader in rotary-wing aviation, Airbus Helicopters provides high-efficiency solutions in 150 countries for civil, military, and law enforcement missions. Its comprehensive portfolio is designed to perform vertical flight tasks in the world's most demanding environments.\nAirbus Helicopters Mexico operates a key commercial and operational hub in Mexico City, delivering end-to-end support for helicopter fleets across Mexico, Central America, and the Caribbean. The facility specializes in comprehensive Maintenance, Repair, and Overhaul (MRO) services-including both line and base maintenance-along with custom aircraft retrofits and mission-tailored modifications. Beyond maintenance, the hub serves as a central point for client technical support, original spare parts distribution, and specialized training programs for pilots, flight crews, and maintenance technicians.\nWill you join us in redefining the limits of what is possible?\nAs a Customer Support Manager, you will serve as the main point of contact for the customer regarding Support & Services. The role is responsible for ensuring customer satisfaction and driving continuous improvement to guarantee the overall performance of customer services and increase fleet availability, covering the entirety of the customer's fleet.\nKey responsibilities:\n1. Customer Coordination & Service Delivery\nCoordinate support disciplines and experts to provide fast, suitable solutions for customer needs in priority or exceptional situations.\nEstablish and monitor operational action plans to address customer concerns, complaints, and dissatisfaction.\nGather customer satisfaction, needs, and expectations to relay the customer’s context for internal use within Airbus Helicopters (AH).\nFoster customer satisfaction and trust to enable business growth.\n2. Customer Strategy & Satisfaction Roadmap\nContribute to defining key Customer Satisfaction Roadmap objectives for the assigned customer portfolio.\nDevelop a customer strategy aligned with customer expectations, shared with other Front Office Team members, and tracked within the Salesforce CRM.\nOrganize regular meetings and visits with portfolio customers.\n3. Listening & Priority Gathering\nEngage and listen to customers to capture their priorities (e.g., availability, spare parts delivery, focal point responsiveness, maintenance turnaround times) required to define the customer strategy.\nGather feedback and priority issues regarding operational performance, preparing necessary reports featuring key data for the end customer, tracked in Salesforce CRM.\n4. Key Information & Guidance\nProvide the customer with key information regarding Support & Services.\nCommunicate Support & Services (S&S) contents to customers regarding critical topics, performance, improvement initiatives, key service catalog changes, and recommendations for mutual benefit.\nGuide customers to better understand products and organizational structures, enhancing collaborative working relationships.\n5. Customer Feedback Management\nCollect customer feedback on S&S interactions since the previous touchpoint, review action plan progress, and capture customer perceptions on recent critical topics.\nGather strategic and operational customer needs and activity forecasts, tracked in Salesforce CRM.\n6. Resolution of Priority & Exceptional Issues\nListen, understand, and propose necessary actions regarding priority and exceptional customer issues.\nManage cross-functional S&S disciplines to address immediate operational issues, ensuring each department meets its commitments through to resolution, tracked in Salesforce CRM.\nAct as the preferred customer focal point for S&S, escalating issues when and where necessary to ensure swift resolution.\n7. Support & Services Performance Monitoring\nMonitor support and services performance at the individual customer level.\nAnalyze activity levels related to customer operations (such as flight hours, parts consumption, and future trends), coordinating with functional specialists to deliver supplementary analyses and ensure key stakeholders provide essential reporting.\n\nRequirements:\nDegree in Engineering or Bsiness\nEnglish Proficiency.\n2 years of Customer Service Experience\nSoft Skills communication, customer service, conflict management, and teamwork. \nValued Qualifications & Desirable Assets:.\nKnowledge of Google tools (Sheets, Docs, Slides, Forms).\nProblem-solving and analytical skills.\nDecision-making abilities.\nWhat do we offer?\nPermanent contract.\nOn-site work model.\nContinuous and specific training for professional development.\nThe opportunity to be part of a leading international group in the aeronautical sector, with the possibility of participating in international mobility programs.\nMedical and life insurance.\nFood vouchers.\nTransportation allowance.\nJoin us to achieve the exceptional.\nBy submitting your CV or application, you consent to Airbus using and storing your information for tracking purposes related to your application or future employment. This information will be used exclusively by Airbus.\nAirbus is committed to achieving a diverse workforce and creating an inclusive work environment.\nWe welcome all applications, regardless of social or cultural background, age, gender, disability, sexual orientation, or religious beliefs.\nAirbus is and has always been committed to equal opportunities for all. As such, we will never request any monetary transaction as part of a recruitment process. Any impersonation of Airbus for this purpose should be reported to .\nAt Airbus, we support agile and flexible work and collaboration. Whenever possible, flexible and innovative working conditions will be promoted.\nAt AIRBUS, we promote labor equality and non-discrimination. All our vacancies are open to anyone regardless of their ethnic or national origin, gender, age, disability, social status, health conditions, religion, opinions, sexual orientation, marital status, or any other status protected by law. Pregnancy and HIV tests are never requested in our recruitment and selection processes.\nCustomer Support Manager\nAirbus es líder en el diseño, fabricación y entrega de productos, servicios y soluciones aeroespaciales a clientes a escala global, siendo pionero en la aeroespacial sostenible para un mundo seguro y unido.\nCon más de 45 años de presencia, Airbus está expandiendo su huella en América Latina a través de ~1,500 empleados y sitios estratégicos clave. Como socio clave de suministro con una cartera de pedidos pendientes de 500 aeronaves, la compañía mantiene un profundo compromiso con el crecimiento a largo plazo de la región.\nComo líder global en aviación de alas rotatorias, Airbus Helicopters ofrece soluciones de alta eficiencia en 150 países para misiones civiles, militares y de orden público. Su portafolio integral está diseñado para realizar tareas de vuelo vertical en los entornos más exigentes del mundo.\nAirbus Helicopters México opera un centro comercial y operacional clave en la Ciudad de México, ofreciendo soporte integral para flotas de helicópteros en todo México, América Central y el Caribe. La instalación se especializa en servicios integrales de Mantenimiento, Reparación y Revisión General (MRO)-incluyendo mantenimiento de línea y de base-junto con modificaciones personalizadas de aeronaves y adaptaciones a medida según la misión. Más allá del mantenimiento, el centro sirve como un punto central para el soporte técnico a clientes, distribución de repuestos originales y programas de capacitación especializada para pilotos, tripulaciones de vuelo y técnicos de mantenimiento.\n¿Te unirás a nosotros para redefinir los límites de lo posible?\nComo Gerente de Atención al Cliente, usted actuará como el principal punto de contacto para el cliente en lo referente a soporte y servicios. Este puesto conlleva la responsabilidad de asegurar la satisfacción del cliente e impulsar la mejora continua para garantizar el rendimiento general de los servicios de atención al cliente y aumentar la disponibilidad de la flota, abarcando la totalidad de la flota del cliente.\nResponsabilidades clave:\nContribuir a la Estrategia del Cliente y la Hoja de Ruta de Satisfacción\nContribuir a la definición de los objetivos clave de la Hoja de Ruta de Satisfacción del Cliente para los clientes de su cartera.\nDesarrollar una estrategia de cliente que esté alineada con las expectativas del Cliente y sea compartida con los otros miembros del Equipo de Front Office, con seguimiento en el CRM Salesforce.\nOrganizar reuniones/visitas periódicas con los clientes de su cartera.\nEscuchar y Recopilar Prioridades\nEscuchar e interactuar con el Cliente para recuperar las prioridades del cliente (tales como la disponibilidad, la entrega de repuestos, la capacidad de respuesta del punto focal, la duración del mantenimiento) necesarias para definir la estrategia del cliente, así como sus comentarios y problemas prioritarios relacionados con el desempeño operativo (preparar los informes necesarios que presenten datos clave para el cliente final), con seguimiento en el CRM Salesforce.\nProporcionar Información Clave y Orientación\nProporcionar al cliente información clave sobre el soporte y los servicios.\nComunicar los contenidos de las Disciplinas de Soporte y Servicios (S&S) al Cliente sobre temas candentes, rendimiento, iniciativas de mejora, cambios clave en el catálogo de servicios y recomendaciones para beneficio mutuo.\nOrientar al cliente ayudándolo a comprender mejor nuestros productos y organización, y mejorando la forma en que trabajamos con ellos.\nRecopilar y Gestionar Comentarios del Cliente\nRecopilar comentarios del cliente sobre las interacciones de S&S desde el último intercambio, revisar el progreso del plan de acción actual, recuperar las percepciones del cliente sobre los temas candentes más recientes, recuperar las necesidades y pronósticos de actividad del cliente a nivel estratégico y operativo, con seguimiento en el CRM Salesforce.\nAbordar Problemas Prioritarios y Excepcionales\nEscuchar, comprender y proponer cualquier acción requerida en problemas prioritarios y/o excepcionales del Cliente.\nComprender los problemas prioritarios y/o excepcionales del cliente que puedan ocurrir y requerir una acción inmediata mediante la gestión transversal de las disciplinas de S&S y garantizar que cada una de ellas respete sus compromisos hasta la resolución, con seguimiento en el CRM Salesforce.\nComo punto focal preferido del cliente para S&S, escalar si es necesario y donde sea necesario para asegurar la resolución de los problemas del cliente.\nMonitorear el Desempeño del Soporte y Servicios\nMonitorear el desempeño del soporte y los servicios a nivel individual del cliente.\nAnalizar los niveles de actividad relacionados con las operaciones del Cliente, como las horas de vuelo, el consumo de piezas, las tendencias futuras, y coordinar con especialistas funcionales para proporcionar análisis adicionales y garantizar que los actores clave proporcionen informes esenciales.\nEvaluar el desajuste (fit gap) entre el desempeño observado y la percepción del cliente para apoyar a los especialistas funcionales en la identificación de posibles mejoras de procesos, respetando al mismo tiempo nuestras limitaciones financieras internas.\nRequerimientos:\nIngeniería o Licenciatura Concluída\nInglés Avanzado\n2 años de experiencia en Atención a clientes\nHabilidades: Comunicación, Atención al cliente, Manejo de conflicto 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