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Customer Support Centre (CSC) - Europe Africa & Middle East Tools and Process Management

Support et services client Gloucester , Royaume-Uni CDI Temps complet

Parlons de votre future mission

Applications are now invited for the above position in our newly created Customer Support Centre (CSC) based in Gloucester, UK. Reporting to the Customer Support Centre Manager, EAME Region your responsibilities will include the following:-

Tools & Process Representative General Responsibilities
• To directly support the new tools integration and performance and solve any issues for EAME customers orders and to be a focal point for the beginning of the Spares order Management activity for the three product divisions of Safran Landing Systems – Landing Gear, Wheels and Brakes, plus Braking, Steering and Monitoring Systems Equipment.
• The Tools integration and performance monitoring includes: Solving any tools issues, Unblocking orders (ETA), Classification correction & improvement of the New IA (Casimir Tool), KOFAX process bugs resolution and Microsoft Dynamics ticket management.
• Ensure master data quality (critical data for process performance identified, business rules clarification, audit carried-out & requested data update)
• Management of other tasks including: Manual order management for customers when booking of orders cannot be supported automatically, allocation of Wheels & Brakes (WB) parts in collaboration with WB teams and in line with contract and process billing of the Services team for such things as: On-wing Repairs (RDAS), Training, Technical Publications, SBH, lease etc
• Close coordination and support needed with direct CSC management and teams including Key Account Management to ensure daily priorities are managed and achieved and if any improvements can be made on the ordering process
• Daily Management of Aircraft on Ground (AOG) activity and support urgent requests from customers in respect of the AOG rules including: Request for Quote (RFQ), Order Entry, Deliveries etc
• Required to support the Global Out-of-Hours AOG Desk by working a weekend day-shift on a rotation basis.
• Promote usage of the many support tools available via our online portal

Parlons de vous

In order to effectively carry out this role, you will need to be able to demonstrate the following competencies:
• Experience of managing customer relationships
• Customer Mindset and Customer focused
• Effective communication skills including both verbal, written and presentation
• Analytical and Problem solving methodology
• A working knowledge of Safran Landing Systems organisation, Systems and Products
• A flexible approach to support Out-of-Hours AOG Management and potential customers visits
• Ideally experience in some of the current applications used including: SAP, MS Dynamics, Office, Sharepoint, CRM etc

Educated to HND standard or above, you will ideally have some experience either within an Airline, MRO or Customer Services position, or within an equivalent role and be able to demonstrate a working knowledge of the general responsibilities outlined above.

Quelques précisions

International travel may also be required.

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Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 76 800 collaborateurs pour un chiffre d'affaires de 15,3 milliards d'euros en 2021, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.

Safran est classé 3ème meilleur employeur mondial dans son secteur par le magazine Forbes en 2021.

Safran Landing Systems est le leader mondial des fonctions d'atterrissage et de freinage pour aéronefs. Safran Landing Systems est partenaire de plus de 20 avionneurs dans les domaines du transport civil, régional et d'affaires et dans le domaine militaire, et équipe plus 27 000 aéronefs.

76 800
collaborateurs dans le monde
pays dans lesquels Safran est présent
familles de métiers
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