Customer Support Manager

Job Responsibilities

• Responsible for achieving customersatisfaction which is measured through Airframer & Internal Scorecards
• Building new and developing longlasting relationships with customers
• Operate as the focal point for anyand all matters specific to their customers
• Taking ownership of customersissues and following problems through to resolution
• Responsible for keeping accuraterecords and document customer support actions and discussions within CRMplatform
• Perform on-site customer meetingsas required ie Program Review Meetings (PRM), Technical Review Meeting (TRM),and Executive Review Meetings (ERM) etc.
• Generate post visit reports andmanage actions and commitments through to completion
• Generate Key PerformanceIndicators (KPI's)
• Analyze data to identify trendsand areas of improvements
• Serve as the focal for performanceclaims: coordinate with warranty teams to validate claim data, negotiatesettlement with customer, track claims
• Review, monitor and distributecustomer(s) backlog reports, taking actions to prevent late deliveries.
• Support SCS Finance department inthe recovery of late AR helping finance with the right POCs and addressingsystemic/ repetitive issues for corrective actions.
• Awareness of customers internalissues which may inadvertently effect the Safran Cabin Services business
• Feedback information to SafranCabin Service sales team on new sales opportunities and Program teams on atrisk parts: PMA, Owner Operator Parts
• Awareness of customer supportcontractual obligations either through the Airframer contracts or specificcontracts with a specific customer
• Support Field TechnicalRepresentatives performing cabin inspections and generating the associatedreports
• Provide level 1 & 2 technicalsupport using CMM’s & technical drawings data
• Support STC working parties asrequired, support Entry into service (EIS)for new aircraft types
• Being available in accordance withconstraints linked to aftermarket support domain.
• Must possess excellentinterpersonal and communication skills,management /leadership acumen
• Well organized / Good presentationskills / Good negotiating Skills / a very good level of diplomacy

Qualifications

• Education: Bachelor’s degree orrelated field/equivalent experience. Bachelor’s preferred
• Experience: Typically requires 6years of customer support and services experience in a commercial aerospaceenvironment required. Experience with lean principles and continuousimprovement. Proven ability to manage complex projects, Customer Requests orConcerns. Airline purchasing department experience advantageous yet notessential.
• Computer Skills: Proficient withMS Project, competent with MS Office programs
• Other Skills: Excellent communication skills,both verbal and written. Ability to build and maintain effective relationships,leadership skills, organizational skills, ability to analyze & summarizeinformation, financial acumen.