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Customer Support Manager (Aeronautics)

已发布
公司 : 赛峰航空系统服务美洲公司 工作领域 : 客户支持 位置 : Dubai , 阿联酋 合同类型 : 无固定期限合同 合同期限 : 全职 所需学位 : 硕士文凭 所需经验 : 5年以上 专业地位 : 工程师 / 经理 所用语言 : 英语 熟练
已发布

工作描述

As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region and will report to the Customer Support Director.
CSM's responsibilities can be breakdown into 3 missions:
 Be the voice of the customer
• Build strong relationships
• Share customer difficulties / expectations within Safran and act as the escalation point when normal flow does not satisfy
• Escalate issues to the appropriate level
 Manage customer contract
• Act as the focal point for contract questions ; ensure that we fulfill support requirements
• Manage contract application including performance claims
• Support cash collection effort as needed
• Ensure the required reporting/KPIs
 Accountable for customer satisfaction
• Act as a facilitator / coordinator/ point of escalation in the resolution of issues and ensure proper follow-up with customers
• Monitor Safran performance and identify contributors to low performance. Contribute to development of improvement plans in coordination with the concerned responsible parties, to improve customer satisfaction yielding positive results on Airframers Rating.
• Manage/coordinate dedicated improvement plans in collaboration with the Business Lines, Sales and APM (Airframer Program Manager)
• Organize regular reviews with customers and provide adequate reporting (spares delivery, repair Shop Processing time, in-service reliabilities, feedback on current issues, upcoming retrofits, technical action status…).

工作要求

Knowledge :
■ Diploma: Engineer or equivalent
■ Experience: 5 years in the aeronautical industry
■ General knowledge of aeronautical standards and regulations
■ General knowledge of contracts
■ ERP and Microsoft Office tools
SKILLS :
■ Fluent English
■ Team player with strong presentation, communication, analytical, negotiation and problem solving skills
■ Self-motivated and able to work independently
■ Cross-functional management
■ Relationship with colleagues and the client

83,000
名员工
27
赛峰集团经营所在国家数量
35
职业类别