Customer Support Manager - Commercial Interiors

2019-08-23T00:07:13.24

Key information

Customer services and support
Program / Customer Relations
Administrative staff
Chicago, Illinois, UNITED STATES
Regular Full time, Full-time
College/ Technical Diploma/ Associates Degree
More than 8 years
2019-76375

Job description

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.

Safran Cabin provides all elements of a seamlessly integrated Cabin Interior. From the overhead bins, lavatories and galleys to crew rests and cargo containers, either as independent world class products or as a fully integrated cabin. The company is headquartered in Huntington Beach in Southern California, USA and operates 30 sites in 11 countries. The over 13.000 employees across the globe serve virtually all the airlines, aircraft leasing companies and airframe manufacturers worldwide.

CSM's are responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues. Ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer support manager will need to perform on-site customer visits facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.

Job requirements

Accountabilities:
Feedback information to Safran Cabin Service sales team on new sales opportunities
Feedback information to Safran Cabin Service program team on at risk parts: PMA, Owner Operator Parts
Manage CPO Program: Performance to CPO, ensuring customer meets program requirements
Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with set with a specific customer
Support Field Technical Representatives (FTR) performing cabin inspections and generating the associated reports
Promote spare sales
Provide level 1 & 2 technical support to the FTR's and airlines.
Support STC working parties as required
Support Entry Into Service (EIS) for new aircraft types
Support Aircraft OEM meetings as and when required

Qualifications:

Education: Bachelor's degree or related field/equivalent experience.

Experience: Typically requires 6 years of Sales and Management experience in a commercial aerospace environment. Basic Knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns.

Computer Skills: Proficient with MS Project, competent with MS Office programs

Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.


Additional Preferred Skills: (not required):

Bachelor's preferred
8 or more years of Sales and Management experience in a commercial aerospace environment

Description: Mid-level within role

ID: DSRV - 76375
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Complementary description

Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
Building new and developing long lasting relationships with customers
Operate as the focal point for any and all matters specific to their customers
Taking ownership of customers issues and following problems through to resolution
Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform
Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
Generate Key Performance Indicators (KPI's)
Analyze data to identify trends and areas of improvements
Serve as the focal for performance claims : coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims
Generate post visit reports and manage actions and commitments thru to completion
Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic/ repetitive issues for corrective actions.
Awareness of customers internal issues which may inadvertently effect the Safran Cabin Services business

Specificity of the job

50% Travel - including weekly visits to Chicago area and out of state support

Company information

Safran Cabin

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.

Safran Cabin provides all elements of a seamlessly integrated Cabin Interior. From the overhead bins, lavatories and galleys to crew rests and cargo containers, either as independent world class products or as a fully integrated cabin. The company is headquartered in Huntington Beach in Southern California, USA and operates 30 sites in 11 countries. The over 13.000 employees across the globe serve virtually all the airlines, aircraft leasing companies and airframe manufacturers worldwide.

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