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Customer Support Manager (Aeronautics)

Company : Safran Aerosystems Services Job field : Customer services and support Location : Dubai , United Arab Emirates Contract type : Permanent Contract duration : Full-time Required degree : Master Degree Required experience : More than 5 years Professional status : Professional, Engineer & Manager Spoken language(s) : English Fluent

Job Description

As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region and will report to the Customer Support Director.
CSM's responsibilities can be breakdown into 3 missions:
 Be the voice of the customer
• Build strong relationships
• Share customer difficulties / expectations within Safran and act as the escalation point when normal flow does not satisfy
• Escalate issues to the appropriate level
 Manage customer contract
• Act as the focal point for contract questions ; ensure that we fulfill support requirements
• Manage contract application including performance claims
• Support cash collection effort as needed
• Ensure the required reporting/KPIs
 Accountable for customer satisfaction
• Act as a facilitator / coordinator/ point of escalation in the resolution of issues and ensure proper follow-up with customers
• Monitor Safran performance and identify contributors to low performance. Contribute to development of improvement plans in coordination with the concerned responsible parties, to improve customer satisfaction yielding positive results on Airframers Rating.
• Manage/coordinate dedicated improvement plans in collaboration with the Business Lines, Sales and APM (Airframer Program Manager)
• Organize regular reviews with customers and provide adequate reporting (spares delivery, repair Shop Processing time, in-service reliabilities, feedback on current issues, upcoming retrofits, technical action status…).

Job Requirements

Knowledge :
■ Diploma: Engineer or equivalent
■ Experience: 5 years in the aeronautical industry
■ General knowledge of aeronautical standards and regulations
■ General knowledge of contracts
■ ERP and Microsoft Office tools
■ Fluent English
■ Team player with strong presentation, communication, analytical, negotiation and problem solving skills
■ Self-motivated and able to work independently
■ Cross-functional management
■ Relationship with colleagues and the client

employees worldwide
Number of countries where Safran is located
business area families