Safran Electrical & Power-Customer Support and Sales Manager in BJ/SH


Key information

Customer services and support
Program / Customer Relations
Regular Full time, Full-time
Bachelor's Degree
More than 5 years
English Fluent, Chinese Bilingual

Job description

1. Job purpose
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

2. Dimensions

  • • Region: China
  • • Staff: N/A
  • • Managing approx. 50/30 customers

3. Principal accountabilities
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 and technical reviews;

  • • 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
  • • Cover as Field Service Representative for A380 operators.
  • • Work in close relationship with SEDSA's CSM. SEDSA is the SE&P appointed repair shop for Asia Pacific region including China.

Job requirements

1. Knowledge, skills and experience

  • • 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

2. Key relationships

  • • Strong customer relationship to be built through regular meetings
  • • Regular customer sales activity follow up
  • • Sales and customer satisfaction reporting to the management on monthly basis and ad-hoc
  • • Very closed daily internal relationship with Sales administration & Product support

3. Decision Making Authority

  • • Responsible for taking actions to ensure customer satisfaction
  • • Meeting the strategy requirements for sales that have been established – monitored through regular reviews

Company information

Safran SA

Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with more than 92,000 employees and sales of 21 billion euros in 2018. Working alone or in partnership, Safran holds world or European leadership positions in its core markets. Safran undertakes Research & Development programs to meet fast-changing market requirements, with total R&D expenditures of around 1.5 billion euros in 2018.

Safran is ranked among the Top 100 Global Innovators by Thomson Reuters and is featured on the "Happy at work" rankings. The Group places fourth on the Universum ranking for the favorite companies of newly-qualified engineers in France.

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