Head of Support and Services

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Job Description:

Job Summary: The Head of Customer Support and Services (HO S&S) reports directly to the Managing Director of the Airbus–Flexrotor business and leads a global team. This role is responsible for designing Flexrotor support and services global  concept and organization, developing pricing models, and managing cross-cultural opportunities worldwide. 

Additionally, the position oversees key functions including technical publications, technical support, maintenance repair and overhaul (MRO), field maintenance, and customer order management.  The HO S&S is accountable for maximizing the value delivered by Support and Services in the global market, ensuring operational excellence and customer satisfaction.

The position is accountable for the performance of all HO S&S activities, including turnover, margin, and working capital in line with the Airbus - Flexrotor business. The role builds the business in partnership with the international sales and Support & Services teams, and Airbus Helicopters global network, maximizing Customer Satisfaction, Business Capture and Cost efficiency in line with the Airbus - UAS Strategies, Policies & Standards. 

The HO S&S Flexrotor acts as a leader, teambuilder and mentor to develop a stable and proficient team with shared vision, targets, AH Group values, ethics and compliance, processes and best practices. Additionally, this role acts as a facilitator, challenger and moderator ensuring that the Support and Services team work smoothly with the Airbus – Flexrotor team, as well as offering world class support to the global customer base.

 

Primary Responsibilities: 

Operations: 30%

• Set up the organization dedicated to the Support of the Flexrotor UAS globally

• Drive S&S operational performance in the Flexrotor UAS market

• Monitor and improve S&S Customer Satisfaction.

• Drive transformation and improvement of S&S.

• Formulate and install standard practices based on comparative studies of methods, costs and material and support data

• Ensure that all procedures within the area of responsibility are maintained current, are followed, and that a well-defined working relationship is established with QA in order to maintain the requirements of quality standards.

• Work closely with Flexrotor’s Programs and Sales and Marketing teams.

• Share best practices with other teams of Airbus Helicopters’ UAS program.

Financial, Commercial & Corporate Support: 30%

• Accountable for S&S financial performance incl. but not limited to turnover, profitability & cash flow

• Establish controls and maintain adherence to cost and inventory budgets and forecasts for all lines of business

• Drive Commercial Operations and Demand Planning (inputs for regional FC, S&OP exercise) for S&S

• Direct and coordinates Customer Support activities to ensure that products and production are sustained to meet corporate production and support requirements

• Accountable for the S&S sales funnel, bookings, turnover, margin, cash, in line with the Airbus – Flexrotor operational plans

• Support the Regional Sales organizations for MRO sales, technical support offerings and support packages

• Ensures that all sales managers are working in a coordinated way in line with the Airbus - Flexrotor S&S strategy.

Strategy & Special Projects: 20%

• Build the S&S Strategy maximizing and reporting the state of the S&S to leadership 

• Contribute to the elaboration of commercial strategy

• Other special projects assigned by the leadership

People: 20%

• Leads S&S teams 

• Build teams and foster connections and collaboration across the domestic and international regions as well as with the Program organization

• Prepare S&S teams for the future (workload balancing, working conditions, leadership model, etc.)

Additional Responsibilities: 

Other duties as assigned:       

Qualified Experience and Training:   

Education:

Required:

• Bachelor’s degree in Business Administration and Business Management, or Engineering degree, or Finance degree.

Preferred:

• Master’s degree or MBA

Experience:

Required:

• Minimum 15 years’ experience in the aerospace industry.   

• Extensive experience leading services and support organization, or functions directly related to Support and Services (Engineering support, Finance, Maintenance)

• 5-9 years in management

Preferred:

• Experience leading international and cross-functional teams

Licensure/Certifications: 

Required:

• None

Preferred:

• None

Travel Required: 

• 30% Domestic and International

Citizenship: 

• US Person

 

Clearance: 

• None

Qualified Skills:  

Knowledge, Skills, Demonstrated Capabilities:

Required

• Aerospace industry knowledge  

• Demonstrated leadership in a multicultural environment, including coaching and mentoring

• Strong interpersonal and organizational skills

• Excellent time and project management capabilities

• High attention to detail

• Proven negotiation skills

• Creative thinking

• Must have basic knowledge of the different business units within support and services

• Knowledge of unmanned industry, Airbus Helicopters or Airbus Group 

Preferred

• Fluency in French and/or German is a plus

Communication Skills: 

Required:

• Ability to communicate effectively in verbal and written form in English 

• Possess outstanding written, verbal, and presentation skills to effectively deliver complex, data-driven insights

• Strong influence skills

Preferred:

• Conversational French or German

Technical Systems Proficiency:

Required:

• Microsoft Office Suite

• Google Workplace

Preferred:

• None

Complexity of the Role: 

Level of Decision Making: 

• Manage the profitability of the P&L

• Provide conflict resolutions

• Interact with various departments to ensure well-coordinated plan to improve customer satisfaction

• Manage the different compliance requirements within S&S

• Ability to analyze and make recommendations on complex problems involving multiple internal and external groups

Organizational information:

The HO S&S will be a member of the Flexrotor Executive Leadership Team and report to the Managing Director of the Airbus – Flexrotor.  It will work closely with the Head of Operations and Head of Programs. 

Direct Reports: 

Is this a people manager? Yes

# of Exempt Reports: 2    

# of Non-exempt Reports: 8

# of indirect reports: 10  

Job Dimensions: 

• Enforce the AH group pricing policy within Airbus – Flexrotor market

• Setup a streamline plan for improving the companies A/R’s

• Develop and roll out a plan for improving customer satisfaction

• Approve the financial structure of MRO in respect to S&S

Nature of Contacts: 

•  Involved, negotiation type Communication daily with internal and external parties

Physical Requirements:  

• Onsite or remote: Onsite  

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. 

• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. 

• Speaking: able to speak in conversations and meetings, deliver information and participate in communications. 

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. 

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. 

• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. 

• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. 

• Sitting: able to sit for long periods of time in meetings, working on the computer. 

• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on the production floor.

• Travel: able to travel independently and at short notice.

• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 

• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

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.

Company:

Airbus Helicopters, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Customer Account and Service Management

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Job Posting End Date: 01.24.2026

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