{"id":3527890,"url":"https://alion.io/job/leonardo-customer-support-manager","title":"Customer Support Manager","company":{"id":54177,"name":"Leonardo","domain":"leonardo.com","url":"https://alion.io/company/leonardo-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":173,"ghost_share":0,"stale_share":0.96,"repost_share":0.012,"time_to_fill_p50_days":24,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philadelphia, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-28T00:00:00Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T20:43:18Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Description:\nJob Description\nManage selected AgustaWestland Philadelphia Corporation Customer fleets in the North, Central and South American market. The CSM will serve as a customer advisor, service accountable representative and support to sales in the region. The objective is to develop, achieve and guarantee an efficient and effective after sales support capable to sustain and improve Customer operations.\n2. Essential Duties and Responsibilities:\nDuties and Responsibilities:\n% of\nTime\n1.\nCoordinate interdepartmental activities across the following disciplines:\nService Engineering, Materials, Training, “on site” Maintenance Service,\nProgram Management, and Proposals & Contract Management, in support of\ncustomer requirements.\nAdvise customer, comprehend use needs, and explain and influence \nrequirements internally to improve Customer operations\nSupport to Sales in the Region, by leveraging on Customer knowledge, to \nidentify commercial opportunities, endorse the service solution offering and\nbids & proposals to ensure its competitiveness, define with the Customer\nthe required Entry into Service (EIS) deliverables, support the service\npackage negotiation, ns, agree to service performance levels and setup\nthe customer account\nAssist Proposals & Contracts Manager with the development and \ncoordination of customer tailored support proposals and contracts\n25%\n2.\nManage the Entry-Into-Service phase of new delivered fleets, coordinating with\nthe Customer the preparation of all the logistic support activities.\nDevelop pro-active and pre-delivery plan\nTrain the customer on how to access CS&S services and people\nSupport aircraft acceptance process\nGuarantee onsite readiness for entry into service (EIS Matrix) and manage\nthe CS&S functions responsible for creating the service infrastructure in\nthe Customer area, but acting as a CS&S Program Manager\n15%\n3.\nManage the In Service activities of each assigned Customer fleet, ensuring that all objectives are achieved effectively in accordance with contractual commitments\nand Customer operational requirements.\nMonitor service delivery single promises to Customer to ensure the achieving\nand maintenance of agreed service performance levels and customer\nsatisfaction\nExecute proactive visit plan and customer satisfaction responsibility\nAct as Contract Manager for in service contracts (Warranty, Power by the \nHour, and Basic Ordering Agreements (BOA).\nManage the customer account status and activate recovery actions\nSupport closure of post-delivery pending items\nSupport Customer in resolving all complex issues (major events, \nobsolescence, fleet deployments, etc)\n25%\n4.\nProvide prompt and continuous communication with the Customer, on a routine\nbase, on the main Customer Support issues, working together with all the\nCustomer Support departments.\n10%\n5.\nCoordinate regular program review meetings/operators conference with Customers\n5%\n6.\nDevelop and manage Continuous Satisfaction/Improvements plans to ensure\ncustomer satisfaction\n5%\n7.\nEstablish and monitor Customer Support performance matrix for each\nassigned Customers\n10%\n8.\nDevelop with LHD Customer Support in Italy an effective and\nIntegrated Customer Service network\n5%\n9.\nPerform other duties and fulfill other responsibilities as assigned.\n10.\n13.\nTOTAL:\n100%\nQualifications for Position:\nA. Education\nBS in Aerospace Engineering or Logistic Engineering\nB. Experience\nThree years in a similar role in the aviation sector and preferably in the helicopter industry.\nC. Competencies & Attributes\n1.\nStrong understanding of aviation technology\n2.\nStrong written and oral communication skills.\n3.\nProficient with MS Office\n4.\nIntercultural awareness, ability to create and maintain relations\n5.\nAble to work under pressure and meet customer deadlines\n6.\nWell-organized and adaptable with a flexible approach.\n7.\nAble to handle critical and emergency situation involving customers\n8.\nA knowledge of Italian is a strong plus\n9.\nA knowledge of logistic process and SAP functions is preferred\n10.\nAbility to travel domestic and international\nD. Licensure/Certification\nNone\nSeniority:\nPrimary Location:\nUS - PhiladelphiaAdditional Locations:\nContract Type:\nHybrid Working:","description_format":"text","description_chars":4208,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["C4ISR","Defense Manufacturing","Aircraft Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-30T14:53:59Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.624,"p_room":1,"age_days":4,"expected_fill_days":24,"reasons":["conf:8","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/leonardo-customer-support-manager","json_url":"https://alion.io/job/leonardo-customer-support-manager.json","meta":{"generated_at":"2026-11-01T22:24:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34167,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54177},"rest":"https://alion.io/mcp/rest/get_company?id=54177"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fleonardo-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fleonardo-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fleonardo-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/leonardo-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fleonardo-customer-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3527890}},{"tool":"search_jobs","arguments":{"company":"leonardo.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3527890},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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