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Customer Support Supervisor

Empresa : Safran Helicopter Engines Ubicación : Grand Prairie , Texas , Estados Unidos Contract type : Contrato indeterminado / Indefinido Contract duration : Tiempo completo Required degree : Profesional / Licenciatura / Grado / Diplomatura Required experience : Más de 5 años

Descripción del puesto de trabajo

Summary of Job Description:
Responsible for the leadership of, and professional development of six to eight aerospace professional in the pursuit of excellent customer support. Ideal candidate will lead their respective area of responsibility through the day-to-day activity of their department in the support of various US based operator customer across five key segments. Key to this will be the ability to coordinate among different internal stakeholders while efficiently processing customer requirements for a profitable and efficient outcome.

Essential Duties and Responsibilities:
• Establishes and maintains effective professional relationships with Safran Helicopter Engines USA customers through constant professional communication
• Responsible to lead Regional Account Representatives (RAR) Teams effort to meet Customer & Safran's expectations through development, leadership, and monitoring
• Works with Teams to identify support department revenue each month
• Responsible for working with RARs, MRO & MPS to set shop priority via regular communication
• Review of Technical Reports to insure proper comments are recorded and follow through
• Assist with coordinating KPI Metrics insuring proper comments are recorded and follow through
• Weekly and monthly monitoring & reporting of department indicators
o Forecast for assets completions per week/month
o What assets were completed each week
o TAT/EQE monitoring
o OPX2 monitoring
• Works with RAR Teams in initiating credits/gestures when required
• Creates & maintains work instructions pertaining to the front office (FO) process working with the Methods RAR team
• Completes and/or assist with department projects as required
• Process and follows-up on customers' purchase orders; including order entry, coordinating shipping, and identifying customers' credit standing
• Supervise, prepare and submit quotes for the overhaul and repair of engines, FCUs, HMUs, accessories and piece parts to customers
• Work with warranty administrator to submit claims required by customers
• Reviews cost and performs margin analysis
• Process engine, FCU, and HMU rental analysis
• Ensures Field Representatives are kept abreast of any pertinent information
• Understands and monitors customer contracts to ensure contract compliance
• Pilots and/or prepares responses to NOMAD reports
• Responsible for initial & re-occurring training of RAR's
• Works with department Director/Manager on any other additional requirements

Descripción complementaria

Scopes and Accountabilities:
• Must have the ability to work as a team player and lead assigned team
• Maintains a close liaison role with internal departments i.e. MRO and materials management; other Safran sites and Safran corporate in France
• Defines assigned objectives, including developing procedures, identifying problems; recommending solutions to fulfill project objectives
• Make informed decisions and achieve maximum results
• Has authority to act at his/her own discretion, with short-term review by Customer Support Manager/Director
• Employees are expected to promptly report all accidents and injuries incurred while on the job during the same work shift, and are encouraged to submit requests to management for improvement of the company safety program at any time
• Divulging of confidential and/or sensitive information could lead to damage to the reputation and/or competitive posture of the corporation

• This position description is not considered all-inclusive and SafranHE USA has the authority to add or delete responsibilities and obligations as necessary to ensure customer satisfaction
• The Commercial RAR Manager will have a fiduciary responsibility to manage company funds appropriately while traveling on company business

Requisitos del puesto de trabajo

Required Competencies; Education / Knowledge / Skills and Abilities:
• Bachelors' degree (B.A.) or equivalent; or more than 5 years of customer support experience and/or training; Bachelors' degree preferred
• English as a primary language; additional language of French or Spanish would be beneficial
• Understanding of Turbine engines, Safran Helicopter Engines preferred
• Intermediate to Advanced level - Microsoft Office Suite and using Mapics and PRIME
• Strong Interpersonal, communication, and organizational skills. Ability to communicate in a clear, concise and understandable manner, listen and provide instructions to employees

Physical Requirements:
• While performing the duties of this job the employee is regularly required to sit, stand, and walk
• May have to move & lift up to 20 pounds and may have to move heavier objects around on carts
• Specific vision abilities required by the job include vision, color vision and the ability to adjust focus
• While performing the duties of this job the employee is occasionally exposed to fumes or airborne particles and toxic/caustic chemicals. The noise level in the work environment is usually quiet.

Especificidad del puesto de trabajo

• Travel approximately 5-10% domestic and international
• Responsible for developing, maintaining, and tracking a travel budget relative to the territory assigned

Ubica tu futuro lugar de trabajo

2709 Forum Drive TX 75052-7027

Grand Prairie

Texas Estados Unidos

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