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Customer Support Manager

已发布
客户支持 Garden Grove , Georgie , 美国本土外小岛屿 无固定期限合同 全职 本科文凭 5年以上 英语 熟练
已发布

工作描述

CSM's are responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues. Ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer support manager will need to perform on-site customer visits facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.

The CSM typically reports to the Customer Support Director or VP of Customer Support & Response.

补充说明

• Responsible for achieving customer satisfaction which is measured through Internal Scorecards
• Building new and developing long lasting relationships with customers
• Operate as the focal point for any and all matters specific to their customers
• Taking ownership of customers issues and following problems through to resolution
• Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform
• Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Generate Key Performance Indicators (KPI's)
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims : coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims
• Generate post visit reports and manage actions and commitments thru to completion
• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
• Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic/ repetitive issues for corrective actions.
• Awareness of customers internal issues which may inadvertently effect the Safran Cabin Services business

工作要求

Education: Bachelor's degree or related field/equivalent experience.

Experience: Typically requires 6 years of Customer Support, Sales and Management experience in a commercial aerospace environment. Basic Knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns.

Computer Skills: Proficient with MS 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 & summarize information, financial acumen.

EEO Statement:
It is the policy of Safran to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex, sexual preference, gender identity, pregnancy, age, national origin, disability, military or veteran status, citizenship status, genetics, or any other characteristic protected by applicable federal, state, and local laws.

工作的特殊性

• Feedback information to Safran Cabin Service sales team on new sales opportunities
• Feedback information to Safran Cabin Service program team on at risk parts: PMA, Owner Operator Parts
• Manage CPO Program: Performance to CPO, ensuring customer meets program requirements
• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with set with a specific customer
• Support Field Technical Representatives (FTR) performing cabin inspections and generating the associated reports
• Promote spare sales
• Provide level 1 & 2 technical support to the FTR's and airlines.
• Support STC working parties as required
• Support Entry Into Service (EIS) for new aircraft types
• Support Aircraft OEM meetings as and when required

Traveling required up to 25%

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赛峰集团(Safran)是一家国际高科技集团公司,业务范围涵盖航空(推进、设备和内装)、防务和航天领域。其核心宗旨是致力于构建更安全且可持续发展的世界,让航空运输更加环保、舒适和便利。赛峰集团业务遍及全球,拥有76800名员工,2021年营业额为153亿欧元。单独或是通过合作,赛峰集团在其核心市场占据全球或地区领导地位。赛峰集团在其技术创新路线图中承诺将大力开展以环境为主导的研发项目。

赛峰集团在2021年被“福布斯”杂志评为该行业的全球第三最佳雇主。

赛峰客舱公司在客舱内装设计、餐饮系统和货运设备方面处于全球领先地位。

76,800
名员工
27
赛峰集团经营所在国家数量
35
职业类别
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