Customer Support Manager

About this role

Customer Support Manager

Brisbane

About the Role:

As a Customer Support Manager, you will be responsible for a portfolio of customers, allocated by geographical region or contract complexity. You will coordinate and deliver our full suite of Support and Services offerings, ensuring performance, quality, and on-time delivery across all product lines.

You will be the voice of the customer inside Airbus, ensuring their expectations are met or exceeded, while also supporting the strategic direction of our Customer Support operations.

Key Responsibilities:

• Deliver Airbus Helicopters' Support and Services solutions.
• Monitor customer helicopter performance and satisfaction.
• Coordinate resolution of customer complaints and technical issues.
• Represent customer interests internally, escalating matters as needed.
• Align customer strategy with Airbus objectives and service offerings.
• Support commercial initiatives, including service upgrades, HCare Smart, and digital services.
• Ensure adherence to safety, compliance, and Airbus values.
• Contribute to cross-functional collaboration and process optimisation.

What You Bring:

Experience & Knowledge:

• Minimum 5 years' experience in customer service, sales, or technical roles within aviation or related industries.
• Strong understanding of aeronautics and helicopter systems.
• Experience in customer management, contracts, and service delivery.
• Familiarity with Airbus tools and support frameworks is highly desirable.

Qualifications:

• Degree in engineering, logistics, or a related technical field (or equivalent relevant experience).
• Project/program management experience is a plus.

Skills & Attributes:

• Strong customer-centric mindset with proven problem-solving skills.
• Excellent interpersonal and communication skills, with the ability to work in multi-cultural and cross-functional teams.
• Ability to analyse complex operational data and drive performance improvements.
• Resilience under pressure and ability to manage competing priorities.
• Leadership capabilities and stakeholder influence.

About us

With employees at multiple sites across Australia and New Zealand, Airbus Australia has access to the financial strength and expertise of Airbus Helicopters and Airbus. The company supports 22 ARH Tiger armed reconnaissance helicopters for the Army.

Airbus Australia delivers new Airbus Helicopters machines and supports more than 500 aircraft through a network of local facilities.

In addition to its helicopter capabilities, Airbus Australia maintains the Royal Australian Air Force's (RAAF) P-8A Poseidon, the MC-55A Peregrine and C-130J Hercules transports; and the Royal New Zealand Air Force's C-130s and P3s. The company is recognised as a leader in propeller and engine maintenance.

Why us

Here at Airbus we offer a holistic, competitive framework that recognises performance and rewards outcomes. This includes offering you meaningful benefits that support your health and wellbeing, your work life balance and your bank balance.

Some of our benefits include:

• Flexible working could include options such as work from home (hybrid working), 9 day fortnights and flexible days - Let us know what flexibility means to you!
• Shopping discounts across hundreds of retailers
• Generous parental leave entitlements
• Travel discounts for flights, rental cars and accommodation
• Novated leasing options with two providers
• Free onsite parking
• A commitment to your professional development through classroom and online learning

Supporting Diversity

At Airbus, we recognise that we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Diversity is key to our ability to work cohesively as a team regardless of age, disability, race, sex, intersex status, gender identity and sexual orientation.

Airbus is an Equal Opportunity Employer - Female applicants, people of Aboriginal or Torres Strait Island descent and ex-defence personnel are encouraged to apply.

If it sounds like a role for you apply now!

Applications close 10 June 2025

Please note: Position may close prior to close date so don't delay apply now! 

You must be eligible for an Australian Government Security Clearance and have the capacity to satisfy pre-employment medical screening which may include drug and alcohol testing.