ATR - MIAMI - Customer Support Director

Customer Support Director

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 Entry-Into-Service (EIS) preparation to end-of-operations. As a key member of the Global Account Management team, you lead the in-service 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 in-service topics.
• Build strong relationships through regular on-site visits and frequent communication.
• Maintain an end-to-end 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 cross-functional projects and support Field Service teams.
• Manage escalations until resolution, in coordination with the Commercial Department when needed.

Strategic Alignment & Account Management

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

Entry-Into-Service (EIS)

• Coordinate EIS preparation for new ATR customers or new aircraft types.
• Support implementation of contractual after-sales 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 cross-functional teams.
• Solid project management and problem-solving capabilities.
• Ability to work under pressure and manage multiple priorities.
• Product-quality 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.