Senior Manager, CSS&T Civil and Programs

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

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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 :

2. Essential Duties and Responsibilities : (Specifically describe the essential duties and responsibilities in order of estimated percentage of time that is spent on each).

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%

TOTAL : 100%

A. Education

B. Experience

C. Competencies & Attributes

D. Other