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Customer Support Manager

Publicado
Soporte y servicio a clientes Garden Grove , Georgie , Estados Unidos Contrato indeterminado / Indefinido Tiempo completo Profesional / Licenciatura / Grado / Diplomatura Más de 5 años Inglés Fluido
Publicado

Descripción del puesto de trabajo

This position is located on a client site in Atlanta GA.

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.

Descripción complementaria

• 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

Requisitos del puesto de trabajo

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.

Especificidad del puesto de trabajo

• 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%

logo safran

Safran es un grupo internacional de alta tecnología que opera en los sectores de la aeronáutica (propulsión, equipos e interiores), el espacio y la defensa. Su misión: contribuir de forma duradera a un mundo más seguro, en el que el transporte aéreo sea cada vez más respetuoso del medio ambiente, cómodo y accesible. Presente en todos los continentes, el Grupo emplea a 76 800 personas, con un volumen de negocios de 15 300 millones de euros en 2021. Ya sea por su cuenta como en colaboración con otras empresas, ocupa posiciones de liderazgo en sus mercados a nivel europeo y mundial. Safran está comprometido con los programas de investigación y desarrollo que preservan las prioridades ambientales de su hoja de ruta de innovación tecnológica.

La revista Forbes clasificó a Safran como el tercer mejor empleador del mundo en su sector en el año 2021.

Safran Cabin es líder mundial en equipamiento interior para cabinas, sistemas de catering y equipos de carga.

76 800
empleados en todo el mundo
27
Número de países en los que está presente Safran
35
familias de especialidades
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