Director Customer Support Jobs in Florida (NOW HIRING)

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.

ATR Americas (AAS) is the primary hub for supporting the Americas and Caribbean regions. The dedicated team comprises departments such as Support & Services, Quality, HR, Commercial and Finance.

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 Support & Services Directorate in Barbara's team!

Your Mission

The Customer Support Director (CSD) is the primary interface between ATR and customer airlines, from EntryIntoService (EIS) preparation to endofoperations.
As a key member of the Global Account Management team, you lead the inservice strategy to enhance customer satisfaction and fleet performance, while ensuring alignment with ATR's corporate objectives.

You act as both the Voice of the Customer within ATR and the Voice of ATR at the Customer, representing ATR strategy and decisions, and acting as the main escalation point.

Your Key Responsibilities

Customer Relationship Management

• Act as the main ATR point of contact and escalation for all inservice topics.
• Build strong relationships through regular onsite visits and frequent communication.
• Maintain an endtoend understanding of customer operations and context.
• Organize Senior Management Meetings (SMM) when relevant.
• Maintain account data through the ATR CRM.

Customer Satisfaction & Fleet Performance

• Monitor customer satisfaction through regular interactions and surveys, as well as fleet performance (e.g. OTDR, aircraft availability...) based on customer data and field service reporting.
• Assess trends, main drivers, and coordinate ATR's response to customer needs and operational issues.
• Lead crossfunctional projects and support Field Service teams.
• Manage escalations until resolution, in coordination with the Commercial Department when needed.

Strategic Alignment & Account Management

• Codefine account objectives and strategy with Sales, Programs and Customer Services.
• Develop tailored inservice strategies aligned with customer and ATR priorities.
• Lead the Account Management MultiFunctional Team (MFT) in the deployment of Account strategy for the in-service scope.

EntryIntoService (EIS)

• Coordinate EIS preparation for new ATR customers or new aircraft types.
• Support implementation of contractual aftersales obligations.
• Ensure customer readiness for smooth entry into operations.

Business Development & Financial Support

• Identify opportunities for service and aircraft sales.
• Support sales campaigns with customer and operational insights.
• Assist Credit Management when escalation is required.

Safety

• Promote Safety culture and support Safety initiatives within the customer environment.

About You

Education & Experience

• Engineering or Business degree.
• Minimum 7 years of experience in an airline, OEM, MRO, or customer support role.
• Strong understanding of aircraft systems, maintenance, and airline operations.
• Experience in or with an aircraft manufacturer Customer Services environment is an asset.

Skills & Competencies

• Strong customer orientation and communication skills.
• Ability to synthesize complex issues and lead crossfunctional teams.
• Solid project management and problemsolving capabilities.
• Ability to work under pressure and manage multiple priorities.
• Productquality awareness and understanding of airline constraints.

Others

• Fluent English required.
• Additional languages (French, Spanish, Portuguese...) are a plus.
• Proficient with Microsoft 365 and CRM tools.
• Willingness to travel frequently (including short notice)

Our Recruitment Process

• Barbara will contact you
• Innovative and digital assessment
• To get to know you better: interview with Barbara then with our HR recruiter and ATR Americas' management

What we offer

Highly competitive compensation package (bonus, success sharing, retirement plan with an employer contribution matching plan...)

Work-life balance (remote working, paid time off...)

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

Diversity and inclusion: Over 1400 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.

A propos d'ATR

ATR est le premier constructeur mondial d'avions regionaux et propose une nouvelle generation de turbopropulseurs. Nous sommes une filiale de deux poids lourds de l'aeronautique europeenne, Airbus et Leonardo.

ATR AMERICAS est le principal centre de soutien pour la region des Ameriques et des Caraibes. L'equipe dediee regroupe plusieurs departements, notamment le Support & Services, la Qualite, les Ressources Humaines, le Commercial et la Finance.

Des plus grandes villes du monde aux regions les plus reculees de notre planete, notre objectif est d'assurer le transport aerien des personnes, des communautes et des entreprises d'une maniere innovante, durable et moderne.

Si vous recherchez l'excellence, si vous etes anime par l'ambition, la confiance et le respect, alors faites decoller votre carriere avec ATR !

Notre Leadership Profile:

Centre(e) sur l'humain un esprit entrepreneur inspirant(e) exemplaire innovant(e) humble

Vous travaillerez avec des collegues passionnes pour faire la difference dans une entreprise a taille humaine avec des avantages attractifs !

Nous recherchons un Customer Support Director pour rejoindre notre Direction Support & Services au sein de l'equipe de Barbara MOREAU : une equipe de 13 collaborateurs !

Votre mission

Le Customer Support Director (CSD) est l'interface principale entre ATR et les compagnies aeriennes depuis la preparation de l'Entry Into Service (EIS) jusqu'a la fin des operations.

En tant que membre cle de l'equipe Global Account Management, vous conduisez la strategie inservice afin d'ameliorer la satisfaction client et la performance de flotte, tout en garantissant l'alignement avec les objectifs d'ATR.

Vous etes a la fois la Voix du Client au sein d'ATR et la Voix d'ATR aupres du Client, representant la strategie et les decisions ATR, et agissant comme point principal d'escalade.

Activites principes:

Gestion de la relation client

• Etre le point de contact principal d'ATR et le point d'escalade pour tous les sujets inservice.
• Developper des relations solides via des visites regulieres sur site et une communication frequente.
• Maintenir une comprehension endtoend des operations et du contexte client.
• Organiser les Senior Management Meetings (SMM) lorsque necessaire.
• Mettre a jour et maintenir les donnees comptes via le CRM ATR.

Satisfaction client & performance de flotte

• Surveiller la satisfaction client au travers des interactions regulieres et des enquetes, ainsi que la performance de flotte (ex. OTDR, disponibilite avion...) a partir des donnees clients et des rapports Field Service.
• Analyser les tendances, les facteurs contributeurs, et coordonner la reponse d'ATR face aux besoins et problematiques operationnelles.
• Piloter des projets transverses et soutenir les equipes Field Service.
• Gerer les escalades jusqu'a leur resolution, en coordination avec le Departement Commercial lorsque necessaire.

Alignement strategique & gestion de compte

• Codefinir les objectifs de compte et la strategie avec les equipes Aircraft Sales, Programs et Customer Services.
• Developper des strategies inservice adaptees, alignees avec les priorites du client et d'ATR.
• Piloter la MultiFunctional Team (MFT) dans le deploiement de la strategie de compte pour le perimetre inservice.

Entry Into Service (EIS)

• Coordonner la preparation EIS pour les nouveaux clients ATR ou nouveaux types d'appareils.
• Contribuer a la mise en uvre des obligations contractuelles apresvente.
• Garantir la preparation du client pour une entree en service fluide.

Developpement commercial & support financier

• Identifier des opportunites de ventes de services ou d'aeronefs.
• Soutenir les campagnes commerciales grace a votre connaissance client et operationnelle.
• Appuyer le Credit Management en cas d'escalade.

Safety

• Promouvoir la culture Safety et soutenir les initiatives Safety dans l'environnement client.

A propos de vous

Formation & experience

• Diplome d'ingenieur ou en management/business.
• Minimum 7 ans d'experience en compagnie aerienne, OEM, MRO ou role de support client.
• Tres bonne comprehension des systemes aeronefs, de la maintenance et des operations aeriennes.
• Une experience au sein de ou avec le Customer service d'un constructeur aeronautique est un atout.

Competences & aptitudes

• Forte orientation client et excellentes competences en communication.
• Capacite a synthetiser des sujets complexes et a piloter des equipes transverses.
• Solides competences en gestion de projet et en resolution de problemes.
• Aptitude a travailler sous pression et a gerer plusieurs priorites.
• Sens de la qualite produit et comprehension des contraintes des operateurs.

Autres

• Anglais courant indispensable.
• La maitrise d'autres langues (francais, espagnol, portugais...) est un plus.
• Maitrise de Microsoft 365 et des outils CRM.
• Disponibilite pour des deplacements frequents, y compris sur court preavis.

Notre processus de recrutement

• Vous serez contacte(e) par Barbara Moreau
• Evaluation innovante et numerique
• Pour apprendre a vous connaitre: entretien avec Barbara puis un Recruteur et AAS management

Ce que nous vous offrons

Une remuneration tres competitive (bonus, prime d'interessement, plan de retraite avec abondement de l'employeur...)

Un equilibre entre vie personnelle et vie professionnelle (teletravail, conges evenements familiaux...)

Bien-etre / sante (couverture complementaire sante & prevoyance...)

Des parcours de carrieres permettant aux salaries de developper leurs competences et de construire un projet professionnel

Large choix de programmes de developpement pour les soft skills et hard skills

Diversite : Environ 1400 hommes et femmes de plus de 35 nationalites differentes travaillent ensemble au sein de nos equipes !

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.

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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 toemsom@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.