Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at [email protected]

• Notice: Know Your Rights: Workplace Discrimination is Illegal
• Notice: Pay Transparency Nondiscrimination  (English)
• Aviso: Transparencia en el Pago No Discriminación (Spanish)

Job Description:

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.

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:

ATR Americas, Inc.

Employment Type:

Permanent

Experience Level:

Professional

Remote Type:

Flexible

Job Family:

Customer Account and Service Management

------

Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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 to [email protected].