Customer Support Centre - EMEA Customer Support Representative

Safran Landing Systems is the world leader in aircraft landing and braking systems and is at the forefront of contributing to safer, more sustainable aviation for current and future generations. We design, test, manufacture and assemble landing gear used on commercial aircraft including Airbus and Boeing, and UK military aircraft such as the Eurofighter Typhoon. Gloucester is home to the UK division and has been a leader of cutting edge landing gear technology for over 90 years, since the innovative designs of Sir George Dowty. YOU can be a part of our legacy …

We now have an opening for a Customer Support Representative to join our support centre, servicing Europe Middle East & Africa (EMEA). This role will be based at our site in Gloucester.

General Responsibilities to include;
• Directly support the new tools integration and performance and solve any issues for EMEA customers orders and to be a focal point for the beginning of the Spares order Management activity for the three product divisions of Safran Landing Systems – Landing Gear, Wheels and Brakes, plus Braking, Steering and Monitoring Systems Equipment
• Tools integration and performance monitoring to include: Solving any tools issues, unblocking orders (ETA), classification correction & improvement of the New Artificial Intelligence (Casimir Tool), KOFAX process bugs resolution and Microsoft Dynamics ticket management
• Ensure master data quality (critical data for process performance identified, business rules clarification, audit carried-out & requested data update)
• Management of other tasks including: Manual order management for customers when booking of orders cannot be supported automatically, allocation of Wheels & Brakes (WB) parts in collaboration with WB teams. Setting up new customer accounts using ASTER process
• Close coordination and support needed with direct CSC management and teams including Key Account Management to ensure daily priorities are managed and achieved and if any improvements can be made on the ordering process
• Daily Management of Aircraft on Ground (AOG) activity and support urgent requests from customers in respect of the AOG rules including: Request for Quote (RFQ), Order Entry, Deliveries
• Promote usage of the many support tools available via our online portal
• Support holiday cover of Key Account Manager Portfolios
• Required to support Global Out-of-Hours AOG Desk by working a weekend day-shift on a rotation basis

Why us?
Safran was ranked globally as the world's third best employer in its sector by Forbes magazine in 2021.
Our employees are at the heart of our success and we work together towards Four People Fundamentals that underpin life at Safran:
• We believe in and promote diversity and inclusion as key values across our business
• We develop our colleagues skills and build opportunities so you can shape our future
• We create a trustworthy work place to support you, as you dare to act and innovate
• We encourage collaboration and mutual support for you and your colleagues

• Experience of managing customer relationships
• Customer Mindset and Customer focused
• Effective communication skills including verbal, written and presentation skills
• Analytical and Problem solving methodology
• A working knowledge of Safran Landing Systems organisation, Systems and Products
• A flexible approach to support AOG Management and potential customer visits
• Ideally experience in some of the current applications used including: SAP, MS Dynamics, Office, SharePoint, CRM and similar software.

You will ideally have some experience either within an Airline, Maintenance, Repair and Overhaul (MRO) or Customer Services position or within an equivalent role and be able to demonstrate a working knowledge of the general responsibilities required.

What we will give you?
• A 4.5 day working week!
• 25 days holiday + UK Bank Holidays, plus the option to buy/sell annual leave
• Annual bonus & Share scheme options
• Pension scheme (up to 8% match) and life assurance (4x salary)
• Onsite parking, including EV chargers, subsidised restaurant, bicycle storage and shower/changing facilities
• Our Benefits Portal offers a number of schemes including: cycle to work, technology & retail savings, access to healthcare & wellbeing services, discounted gym memberships and more!
• Global and local career progression opportunities and training & development programmes
• STEM engagement with schools, colleges and universities and Charitable activities for all
• Social events throughout the year, and access to Dowty Sports and Social clubs

International travel may be required with this role - once to twice per year, with travel to customers potentially too but this will be kept to a minimum