Customer Support and Sales Manager


Key information

Customer services and support
Program / Customer Relations
Professional, Engineer & Manager
Pitstone, England, UK
Regular Full time, Full-time

Job description

In line with Safran Electrical & Power's vision, the Customer Support and Services department is being reshaped to integrate Technofan and Power aftermarket directorates into one global team. Based on a common front office (Power/Technofan), this new organization shall be in charge of customer support and sales development aiming to increase our services/MRO sales and improve our service level and customer satisfaction.
Such new organization will rely on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Customer Support Regional Lead.
This role is to be in charge of:

  • • Customer satisfaction, main point of contact to customers
  • • Sales budget achievement and forecast for Technofan and Power
  • • Contract and proposal negotiation

Major responsibilities are:

  • • Reporting to the management to provide a full spectrum of customer support and sales activities (majority of sales in Maintaince Repairs Overall and Spares so developing maintance contracts) , ;
  • • Responsible for the customer base in the designated zone, with the aim of maximising business opportunities to achieve sales and market share growth;
  • • Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operation;
  • • Be the voice of the customer:
o responsible for customer satisfaction as the main point of contact between customers and SEP;
o propose dedicate recovery plan in the event of customer satisfaction below target;
o Establishing a complete comprehensive understanding of the customers, their organization and the key individuals within it;
o Liaising with internal departments (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;

Complementary description

  • • Actively participate in and contribute to the annual Sales Forecast in its territory up the value of 50M$;
  • • Effectively selling of all SEP's MRO capabilities (Technofan, Power, Aerosource);
  • • Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;
  • • Prepare and negotiate with the customers ad-hoc offers and contracts with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required ;
  • • Generate customer and market information and feedback to support future sales planning;
  • • Propose strategic development of products and/or services that should be launched to develop the sales in its territory;
  • • Prepare and provide customers with 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 reports.
  • • 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

Job requirements

  • • 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 SEP
  • • “Scores as a team” – works well with internal and external teams
  • • Leadership experience of working customers and taking lead on projects

Specificity of the job


Company information

Safran Electrical & Power

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 79,000 employees and sales of 16.5 billion euros in 2020 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and Innovation roadmap.

Safran ranks first in Forbes's 2020 list of the World's Best Employers for its sector.

Safran Electrical & Power is one of the world's leaders in aircraft electrical systems. The company is a key player in the equipment electrification and in the electric and hybrid propulsion sector. It has 15,000 employees across 13 different countries.

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