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Job Title: Senior Manager, Customer Support Services & Training Civil and Programs Department: Customer Support Services and Training AWPC Reports to: Director, Customer Support Services and Training Direct Reports: 3 (Managers, Customer Support Management) Location(s): AWPC Philadelphia __________________________________________________________________________________ 1. Summary of Position: (Brief description of overall responsibilities and function) The Senior Manager, Customer Support Services and Training is responsible to coordinate and manage all the activities in charge to the Customer Support Services & Training Management team for the AWPC supported Civil/Commercial Customer, reporting to the Director, Customer Support Services & Training for the following fleet:
- 500+ Helicopters in North/Central/Spanish South America
- 200+ Customers
In addition, the Senior Manager, Customer Support & Services and Training, is responsible to coordinate and manage all CSS&T activities relevant to Military Programs (currently IMOD, US Air Force, US Navy, FMS opportunities) with the relevant management of commercial objectives, Customer Satisfaction, on-time accomplishment of Contractual Deliverables, management of Milestones, DD250, and financial results. In particular, the Senior Manager, Customer Support & Services and Training is responsible to drive Program needs into the entire Company (AWPC, and entire Leonardo; i.e. Design Engineering, Experimental, Campaigns, Governmental BU, etc.). The Senior Manager, Customer Support & Services and Training is responsible to coordinate a team of Managers, Customer Support Management. The CSS&T Management organization is the primary AWPC CSS&T interface on all in-service fleet activities relating to all Operators/Customers with the primary aim of improving Customer Satisfaction by acting as the focal point externally to the Customers and internally to the individual Departments within AWPC CSS&T. Main duties:
- Responsible for coordination and management of the Customer Support & Services Management team in charge of the AWPC supported civil/commercial Customers and Operators.
- Responsible of the overall performance of the team, related KPI's, process adherence, continuous process improvement, team development and budget in order to ensure overall success of the team.
- Coordinate with the international team of Customer Support Management in order to standardize common processes, analyze and solve common problems, carry within all company departments the customer in service experience and realize solutions to Customer issues to improve the Customer Satisfaction.
- Coordinate with Global Sales, Campaigns, External Relation, and other CS&T departments the Company customer seminars / events.
- Manage the company communication back to the customers about in service issues or other specific customer programs. (Civil and Programs)
2. Essential Duties and Responsibilities: (Specifically describe the essential duties and responsibilities in order of estimated percentage of time that is spent on each).
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Duties and Responsibilities: |
% of Time |
1. |
Monitor fleet performances and AW service delivery performances (through a set of defined and measurable KPIs), against defined targets for: Fleet Availability; Spare parts delivery; R&O service delivery; Warranty service response; AOG service response; Technical queries response; Fleet upgrade programs; Training. Monitor an Action Trackers for all major Customers (Civil and Programs) |
15% |
2. |
Define appropriate target performance levels for each Customer (in addition to the ones already formalized through service contracts), based on a detailed assessment of their operations and needs (Civil and Programs) |
10% |
3. |
Coordinate CS&S interdepartmental activities across Product Support Engineering, Materials, Technical Representatives network, Maintenance Service, and Training, ensuring delivery alignment with Customer expectations (Civil and Programs) |
10% |
4. |
Monitor yearly the budget figures (i.e. revenues, sales, costs, margins, orders books/intake) for each Customer, to properly quantify the most accurate Company budget data for the next years (Civil and Programs) |
10% |
5. |
Ensure Customers' data stored in the Company ICT Systems are maintained and periodically updated, leveraging on a consistent use of the various web-based system (e.g. SAP, CRM, Leonardo Customer Portal, B2B Systems) (Civil and Programs) |
5% |
6. |
Assist AFC, together with CSS&T Service Delivery Departments, to clarify financial disputes on CSS&T invoices and ensure proper settlement of payments due to AW by Customer (Civil and Programs) |
10% |
7. |
Team leadership and coaching; Workload assessment, resources allocation, resources development and training (Civil and Programs) |
10% |
8. |
Coordinate with Global Sales, External Relation and other CSS&T departments for AWPC participation to events (i.e. Operators Conferences, Working Groups, Air Shows etc); Coordinate regular program review meetings/operators conference with Customers (Civil and Programs) |
10% |
9. |
Budget control for revenues, margins, and operating costs (including Business Capture; Cash conversion; etc.) (Civil and Programs) |
10% |
10. |
Develop and manage Continuous Satisfaction/Improvements plans to ensure customer satisfaction with particular focus on Internal and External Surveys. (Civil and Programs) |
10% |
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TOTAL: |
100% |
- Qualifications for Position:
A. Education
- BS Degree in Engineering, Business or equivalent
- or
- High School Degree in Aviation/Mechanical Engineering (or equivalent discipline) + significant work experience in aviation
- Proficient with Microsoft Office Suite. Experience with SAP/CRM systems is preferred
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B. Experience
- Four years of experience in Customer Support Management
- or 10 years of experience managing a team within an aviation organization.
- Civil / Commercial Customer support experience or equivalent experience
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C. Competencies & Attributes
- Team leader attitude.
- Excellent oral and written communication abilities.
- Customer oriented.
- Excellent communication skills.
- Negotiation skills.
- Able to extend a high degree of support and cooperation within the organization.
- Intercultural awareness, ability to create and maintain relations.
- Strong problem-solving ability.
- Tenacious and pro-active.
- Well organized and adaptable with a flexible approach.
- Challenging, able to work in a dynamic environment.
- Able to work under pressure, handling critical and emergency situations, to meet Customer deadlines.
- Willing to travel (including overseas).
- Knowledge of LHD products, AWPC processes, Finance and Economics backgrounds, Business Proposals and Project Management is a plus
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D. Other
- Travel Requirements: 25%+
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Leonardo Helicopters
Aug 21, 2025