Customer Support and Sales Manager

Customer Support and Services department of Safran Electrical & Power integrate Ventilation and Power aftermarket directorates into one global team. Based on a common front office (Power/Ventilation), this organization is in charge of customer support and sales development aiming to increase our services/MRO sales and improve our service level and customer satisfaction.

Customer Support and Services organization relies on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Customer Support Regional Lead.
The CSM is in charge of:
• Customer satisfaction, main point of contact to customers
• Sales budget achievement and sales forecast for Ventilation and Power divisions
• Contract and proposal negotiation

Major responsibilities are:
• Responsible for the customer base in the designated zone, lead the sales and business development to achieve budget targets;
• Be the voice of the customer:
o responsible for customer satisfaction as the main point of contact between customers and SE&P;
o Establishing a complete comprehensive understanding of the customer organization and the key individuals within it;
o lead and coordinate dedicate recovery plan in the event of customer satisfaction below target;
o Lead, manage and coordinate any internal actions through all support functions (Technical Support, Sales Administration, Finance, Tech Pub,...) with the objective of timely resolving customer issues and queries;
o Manage a structured, regular customer communication/visit schedule;

• Lead offer preparation and related contract negotiation with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required ;
• Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;
• Accountable for customer and market information to develop sales plan;
• Propose strategic development of products and/or services that should be launched to develop the sales in its territory;
• Responsible of Initial Provisioning (IP) recommendation and secure related IP sales;
• To exhibit a certain degree of ability in holding technical discussion with the customers;
• Manage customer visits, customer satisfaction and sales trend.
• Follow-up customers overdue and manage specific actions to assist keeping global overdue at the target and to avoid risk of financial exposure for our company
• Responsible to perform the tasks related to the position in respect of the Company processes and rules

• Ideally degree qualified in relevant area (Business/Engineering/Sales & Marketing)
• Strong knowledge of aviation aftermarket activities
• Strong MRO market knowledge
• Strong organizational skills, pragmatic and dynamic
• Customer oriented and able to operate effectively in a high pressure environment and pressing customer deadlines
• Communication and negotiation: skilled for a multicultural environment
• Willingness to travel for domestic and overseas business (50%+)
• Capable of working fully on own initiative
• Managing well under customer pressure
• Ensuring customer satisfaction while maintaining the technical and commercial interests of SE&P
• “Scores as a team” – works well with internal and external teams
• Leadership experience of working customers and taking lead on projects
• English fluent speaking - ideally a second foreign language

As required.