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Customer Support Account Manager - America

Date: Jan 11, 2019

Location: Mirabel, QC, CA

Customer Support Account Manager - America-MON16035



The Customer Support team works directly with the Airliner operating our CRJ products. We have an immediate opening for a Customer Services Account Manager.

In your role, you will:

- Build relationships with key decision makers and influencers with our customers by developing credibility through frequent communications, on site visits and consistently meeting customer expectations

- Develop a deep understanding of customer business/cultural and regional issues to assist in positively influencing customer loyalty

- Understand and communicate effectively customer’s satisfaction of our products, services and relationships to influencers and decision makers within Bombardier

- Update Bombardier Commercial Aircraft management of customer's key operational and maintenance concerns / issues

- Build effective working relationships with key influencers of the functional departments across Bombardier to ensure understanding and support for key customer issues resolution

- Follow-up to ensure timely response from the various Customer Support functions to customer commitments

- Coordinate various customer meetings and forums

- Monitor the reliability of in-service aircraft and support the customers in refining their maintenance program and operational / engineering practices to ensure a high dispatch reliability, lower operating cost, and maximum utilization of customer’s fleet. Influence the customer to take action(s) recommended by Bombardier to improve performance /satisfaction with our products

- Support, monitor, and maintain up to date departmental action registers / data bases with current and relevant data. Ensure timely and effective resolutions are achieved.

- Be the lead on Customer Support issues until the appropriate functional area takes the lead

- Promote Bombardier’s services to Operator (RACS, Drawings-on-Line, MRT, Tech Evaluation, etc.)

- Gather & analyze internal & external customer intelligence and propose meaningful customer strategies

- Work with the Customer Support team to develop/validate financial and operational strategic plans and objectives Manage strategic initiatives & their performance through sound project management

- Deliver flawless reporting to key leaders within the organization for review and action

- Support development of Bombardier’s aftermarket strategic initiatives by gathering customer intelligence and business initiatives

- Gather & analyze data & produce meaningful executive-level reports on business/customer performance.


As our ideal candidate,

- You have a College diploma or equivalent.
- You have a Minimum of ten (10) years of aviation experience, and more than five (5) years in a customer service environment.
- You have developed strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of customer issues.
- You have a thorough knowledge of departmental processes and experience in providing complete and innovative solutions to customers.
- You have excellent interpersonal and communication skills (spoken and written) in English. Other languages are considered an asset.
- You are able to bring together and influence internal Bombardier functional teams and demonstrate negotiation and conflict/issue resolution skills.
- You are a team player and capable of working in a fast-paced 24 hour, 7 days a week environment.
- You are computer literate and at ease with computer systems. Previous experience with SAP is an asset.

Bombardier is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.

Whether your candidacy is moving on to the next step of the hiring process or not, we will keep you informed by email or by phone. Join us at

Your ideas move people.

Job: Account Management
Primary Location: CA-QC-Mirabel
Organization: Aerospace
Schedule: Full-time
Employee Status: Regular

Job Posting:
10.01.2019, 4:12:11 PM

Unposting Date
09.02.2019, 10:59:00 PM

Job Segment: Account Manager, Engineer, Manager, ERP, Customer Service, Sales, Engineering, Management, Technology