Customer Support Director

Duties:
• Oversees all aspects of the regional customer support experience and implements effective processes and procedures for Customer Support Managers to interact with customers.
• Provide the team support with direction of the group's overall continuous improvement
• Responsible as the first point of escalation from Senior CSM and CSM (when applicable)
• Responsible for achieving regional customer satisfaction which is measured through Airframer & Internal Scorecards
• Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support.
• Responsible for identifying training and when appropriate delivering training to ensure CSM's have the correct tools to attain customer satisfaction.
• Adheres to and manages the approved regional departmental travel budget.
• Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team.
• Continually strives to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution.
• Building new and developing long lasting relationships with customer senior level management.
• Monitor the In-service issue records posted within the Rolling Action Item Lists (RAIL's) on INSITE platform
• Accompany Support Managers on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Accountable for the region's Key Performance Indicators (KPI's) and balanced scorecards
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
• With the support of other departments, manages the regional customer interface for complaints or external quality escapes.
• Ensure post visit reports are generated with actions and commitments assigned through to completion.
• Support SCS Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
• Customer support contract awareness
• Awareness of customers internal issues which may inadvertently effect the Safran Cabin Services business
• 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
• Provide level 1 & 2 technical support using CMM's & technical drawings data
• Must possess excellent interpersonal and communication skills, management /leadership acumen
• Rigorous and well organized / Good presentation skills / Good negotiating Skills / a very good level of diplomacy

Education: Bachelor's degree or related field/equivalent experience. Bachelor's preferred
Experience: Typically requires 10 years of customer support & services management and some sales experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Basic knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns. Management within an airline spares department advantageous.
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. Skilled in problem solving and resolution is necessary to defuse situations with internal and external customers and maintain mutually beneficial customer relations.
Additional Preferred Skills: (not required) N/A