About Leonardo Australia

Leonardo International Helicopter Division performs research, design, development, production, customer support and marketing of Leonard's extensive range of products; contemporary helicopters and tiltrotors for civil, parapublic and defence applications. The Division manages the entire helicopter development and production cycle. Production and assembly plants are concentrated in Italy, UK, Poland and the US. The AW139, AW169 and AW189 models are part of a family of new generation helicopters, all featuring the same design philosophy and the same certification and safety standards. Leonardo Australia is the Australian subsidiary of Leonardo International, offering full support services including engineering and maintenance including logistics management and other related support functions. Helicopter activities include helicopter gearbox overhauls in our state-of-the art MRO facility. We also perform scheduled and unscheduled maintenance, aircraft modifications and deployed support to customer maintenance activities. Our typical customers work in emergency services, offshore operations, in both government and private sectors including defence.

Leonardo

Australia has two key divisions, Helicopters and Electronics.

Why Join Leonardo?

- Work with a global leader in aerospace, defence and security.
- Be part of a highly skilled and collaborative team.
- Contribute to advanced technology and defence capability projects.
- Access professional development and career growth opportunities.
- Join a company committed to innovation, sustainability and diversity.
- Convenient free on-site parking.
- Great work life balance.
- Access to the company EAP services.

The Opportunity:

Are you a customer-focused professional with a background in engineering, aviation,



or technical account management? Leonardo Australia is seeking a Customer Support Account Manager based in Sydney to manage end-to-end customer support contracts for helicopter operators across Oceania. In this dual-focused role, you will act as the key Customer Representative—delivering responsive, high-quality service solutions—and as an Internal Stakeholder, collaborating across functions to optimise fleet availability, supply chain delivery, and technical responsiveness. You will also play a key role in driving business development for our customer support product line across the region.

Key Responsibilities

Customer Relationship & Business Development

- Act as the primary day-to-day contact for customer maintenance teams, pilots, and management staff.
- Propose customised service solutions (Service Plans, Spare Parts Packages, BOA Contracts, R&O; Plans).
- Conduct periodic on-site visits with Technical Representatives to review service performance and identify areas for improvement.
- Partner with the Training Academy to recommend specialised training programs for customer staff.
- Resolve statement of account disputes and support finance teams in ensuring timely invoice settlements.
- Gather market intelligence and competitor benchmarking to expand regional support products.

Internal Stakeholder & Operations

- Track and monitor key fleet metrics, including Aircraft On Ground (AOG) response, spare parts delivery, R&O; service,



and technical queries.
- Align internal departments (Procurement, Business Units, CS&S;) to meet or exceed customer targets.
- Utilise ICT systems and SAP CRM to maintain up-to-date customer data and operational records.
- Support CS&T; systems improvement, introducing continuous improvement / 'lean' processes and developing Power BI/reporting packages.

Key Selection Criteria

Qualifications & Experience

- Education: Bachelor’s degree (Master’s preferred) in Engineering, Business Management, or a related discipline.
- Experience: 3+ years of experience in customer support, account management, or engineering environments. Experience in the aviation sector is highly regarded.
- Systems: Intermediate to advanced MS Office skills. Proficiency in Power BI and SAP CRM is a distinct advantage.
- Clearances: Ability to obtain and maintain an Australian Security Clearance and a clear National Police History Check.

Skills & Working Style

- Strong negotiation, problem-solving, and relationship-management skills.
- Ability to thrive under pressure and adapt to demanding customer timelines.
- Excellent written and verbal communication skills.
- Willingness to undertake frequent national and international travel (including short notice).
- Flexibility to support urgent customer requirements after hours and align with international headquarters (Italy/US) when required.

If you are looking to take the next step in your Customer Service career, please apply now, submitting a covering letter and resume. Please note that only shortlisted candidates will be contacted. Only direct applications will be accepted (no agencies please).

Please note we have not engaged any recruitment agencies to represent us for this role.

📌 Customer Support Account Manager (Sydney)
🏢 Leonardo Australia
📍 Sydney