CUSTOMER SUPPORT & SERVICES MANAGEMENT (CSSM) M/F

Main mission(s)
Manage the operator customer relationship on support and service contract aspects (if applicable): respond to customer requests in terms of services and support
- Be the guarantor of operator customer satisfaction, the profitability of the customer account and the economic performance of the contracts.
- Promote the image and services of Safran
- Manage an operator support contract
- Coordinate the support with customer service team

Main activities
Activities in direct relation with the customer
- Be responsible for the support contracts and/or Safran services of his/her customer portfolio
- Take into consideration customer expectations, propose adapted offers, organize and coordinate the implementation of interventions
- Manage customer problems, make proposals to maintain and improve customer satisfaction, implement all solutions that allow customers to guarantee the best reliability and performance of their products
- Develop and monitor the various performance indicators for his/her customers
- Promote Safran's brand image and products, sell value-added services and personalized services
- Represent the customer internally and be the guarantor of communication to his/her customers to coordinate customer communication within the customer support team
- Ensure the recovery of unpaid customer portfolios in connection with Credit Management Internal activities
- Define and apply commercial action plans for his/her customers in connection with the commercial strategy, manage the commercial conditions of the retrofits of the customers' fleet if necessary
- In case of problems in service, coordinate the competent teams and ensure the resolution of the technical and/or financial problem in order to satisfy the customer
- Share any commercial information with the Sales Department (identification of prospects, new business, or information on the competition, etc.), contribute to the preparation of offers and contracts in accordance with the rules of the company
- Prepare and organize customer visits with the various interested parties

Graduated with Bachelor's Degree
5 years of customer support experience within Aerospace industry.
Highly energetic, well spoken, presentable and result oriented. Effectively multilingual in Mandarin, English