Program & Customer Support Manager

Are you looking for new challenges? Are you interested in a multidisciplinary leadership position? Join us! Within Safran Seats Customer Support & Services, the Aftermarket Program & Customer Support Manager reports to the Senior Program Manager of the Middle-East/Africa/India region.

He/she is responsible for the following activities for their clients' portfolio:

- Manage aftermarket programs (in service and/or in development) within their clients' portfolio to ensure customer satisfaction and program profitability in line with the company's objectives, which include:
• Working closely with sales, engineering, supply chain, front office and other departments if necessary to ensure that the delivered product meets the contractual and accepted definition by the customer while working to eliminate or adjust process issues that hinder the successful delivery of the client's program commitments.
• Determine and monitor key performance indicators (KPIs) related to budget, warranty, and customer satisfaction.
• Implement all necessary actions to ensure that the aftermarket budget and customer satisfaction align with the company's objectives.
- Develop and maintain relationships with assigned customers, distributors, partners, and other Safran companies in the region.
- Define and deploy aftermarket strategies, from S1 to S12 within Prompt (Safran's program management repository), for their clients' portfolio.
- Align program strategies across Safran Seats Customer Support & Services for their clients' portfolio.
- Contribute to responding to RFPs / RFIs / RFQs in the aftermarket market for their clients' portfolio.
- Manage, with the support of all internal stakeholders (engineering, field support, front office, supply chain, etc.), in-service issues related to their clients' portfolio.
- Continuously develop aftermarket program standards as part of continuous improvement efforts.

Contribute to the identification of sales opportunities in the region to achieve forecasts and set objectives.

Required Skills :
- Customer oriented
- Ability to create strong relationships with their clients
- Ability to work in multicultural environments
- Knowledge of program/project/contract management
- Proven ability to manage complex projects
- Able to communicate clearly and concisely
- Able to climb at the right time and at the right level
- Able to make decisions/solve problems
- Have a good team spirit
- Have strong negotiation skills and be comfortable in an adversarial business environment during negotiations
- Ability to analyze a complex problem, summarize it and find solutions
- Perseverant and resilient
- Computer skills: good working knowledge of the standard suite of office software (Word, Excel, PowerPoint). Knowledge of PowerBI will be an asset

Travels in the middle-east region (30% of working time)