Program Manager

2020-01-21T02:28:40.907

Information clé

Support et services client
Programme & Relations clients
Hong kong, CHINE
CDD, Temps complet, May 2020 to May 2022
BAC+3, BAC+4
Supérieure à 5 ans
2020-81068

Description de la mission

Reporting to the Customer Service Director of MRO, this position is split between MRO & Customer Support Center with the objective of developing long-term relationships with the assigned customers as well as connecting with key business executives and stakeholders. The position will also liaise with customers, internal cross-functional teams and business units to ensure the needs of customers are fulfilled by providing technical, logistic support and product quality.

  • • Appointed focal contact for Airlines and will attend to their needs in terms of technical and logistic support and product quality.
  • • Manage the programs post contractual agreements.
  • • Monitor customer satisfaction through Net Promoter System (NPS), Customer Dashboards and Rolling Action Item Lists (RAIL).
  • • Liaise with Customers frequently to monitor core gear returns, LG schedule planning, quote or payment issues.
  • • Dedicated contact for the Airlines together with the Customer Support Spares Executive and the appropriate MRO Sales Executive. These three contacts will liaise closely to ensure that customers receive coherent and coordinated support.
  • • Contribute to improving the quality of products and performance in various fields, such as product support, repair, retrofit, distribution, documentation and sales.
  • • To solve the technical problems faced by Customers and prevent any operational impact due to our products.
  • • To contribute to the improvement of our products
  • • To solve the documentation, logistics, repair, purchasing, retrofit issues faced by the Customer.
  • • To provide a regular feedback to SafranLS SGS and to be pro-active with regards to customers' needs in terms of support and sales.
  • • To develop our Image, improve the knowledge that the Airlines receive from OEM and underline our efforts to satisfy them.
  • • To gain knowledge of Competitor activity and other pertinent information through intelligence gathering and dissemination of information to OEM.
  • • Monitor performance levels by reporting to OEM and show the Airline improvement and actions put in place.
  • • Report issues and make recommendations.
  • • To be the focal point for organizing incident support and providing relevant information to OEM.
  • • Work closely with internal stakeholders for product support.

Votre profil

  • • Degree in Mechanical Engineering or related disciplines.
  • • 5 – 10 Years of experience in fronting Customer Service Department and/or related Aerospace environment.
  • • Strong business acumen and excellent communicator to be the focal point representing the Company.

Spécificités du poste

  • • Ability to travel within short notice.

Entité de rattachement

Safran Landing Systems

Safran est un groupe international de haute technologie opérant dans les domaines de la propulsion et des équipements aéronautiques, de l'espace et de la défense. Implanté sur tous les continents, le Groupe emploie plus de 92 000 collaborateurs pour un chiffre d'affaires de 21 milliards d'euros en 2018. Safran occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Pour répondre à l'évolution des marchés, le Groupe s'engage dans des programmes de recherche et développement qui ont représenté en 2018 des dépenses d'environ 1,5 milliard d'euros.

Safran est classé dans le Top 100 Global Innovators de Thomson Reuters ainsi que dans le palmarès « Happy at work » des sociétés où il fait bon vivre. Le Groupe est en 4ème position du classement Universum des entreprises préférées des jeunes ingénieurs en France.

Safran Landing Systems est le leader mondial des fonctions d'atterrissage et de freinage pour aéronefs. Partenaire de 30 avionneurs dans les domaines du transport civil, régional, d'affaires et militaire, la société assure le support de 27 000 avions effectuant environ 70 000 atterrissages par jour.
Safran Landing Systems détient par ailleurs deux filiales en France, Safran Landing Systems Services Dinard et Filtration Systems, spécialisées respectivement dans la maintenance et les systèmes de filtration.

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