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Customer Support representative

Company : Safran Helicopter Engines Job field : Customer services and support Location : Segensworth North Fareham Hampshire , England , United Kingdom Contract type : Permanent Contract duration : Full-time Spoken language(s) : English Fluent

Job Description

What's special about us?
Safran Helicopter Engines are the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Our UK facility is the European Maintenance Centre Hub for the SHE Group, performing level 1 to level 3 maintenance and repairs on complex helicopter engine components. Our experienced teams partner with our broad, global customer base, providing both technical expertise and broader support in both the fixed wing and rotary wing markets.

What will I be doing?
The friendly face of Safran to helicopter engine customers on a day-to-day basis. Liaising with customers to understand their requirements (for engines, spares or technical support), before putting in place administrative actions as required to deliver the customer's needs, including preparing quotations, invoicing, and liaising with other departments to ensure timely delivery.

• Provide a friendly face to the customer via phone and email;

• Ensure that customer needs are fully understood and administered accordingly within the company;

• Administer Support by the Hour contracts, engine repairs and spares orders

• Supply regular and accurate information to the customer regarding the status of contractual deliverables.

• Attend scheduled meetings via Teams and occasionally at customers' facilities

• Support customers with out of hours requirements (“Aircraft On Ground”) on a rota basis.

• Liaising frequently with your allocated customers by phone and by email

• Sales administration including quotations, administering and invoicing in accordance with company procedures;
a. Engine repairs
b. Spares sales
c. Equipment exchanges
d. Technical interventions

• Monitoring the delivery performance to customers using IT systems (has a part been delivered on time? Is an engine repair going to plan?)

• Record customer complaints and warranties in the appropriate systems and liaising with other colleagues to determine how to respond.

• Manage warranty returns

• Reporting customer contacts in the CRM system

• Occasional UK and overseas travel to customers and other safran Sites.

Complementary Description

Why us?
Operating worldwide, Safran Helicopter Engines employ 5,900 people and have more than 2,500 customers in 155 countries, and 22,000 engines in service.
Located in Fareham on the South Coast of the UK, we've been a leader in the aerospace market for over 80 years, with a reputation for putting our customers first. Supporting both the civil and military markets, our UK facility is the European Maintenance Centre Hub for the Safran Helicopter Engines Group.

As a valued member of our team, these are just a few of the benefits you'll receive:
• 25 days holiday a year (plus bank holidays)
o Additional day for every 10 years' service
• Flexitime – where you can accrue up to your contractual hours
o Option to leave from 12:30 on Friday (role dependant)
• Hybrid working – on site 3 days per week from home 2 days (role dependant)
• On site restaurant with daily £1.50 subsidy for lunch
• Costa coffee on site
• Generous 7% pension contributions (after 3 months)
• Health cash back scheme (after probation)
• Purchase of company shares (after 3 months)
• Annual bonus of up to 3%
• Company sick pay
• Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services)
• Ample free parking
• Green scheme
o Accrue points for traveling to work by bike, walking, public transport or car share
o Once a quarter receive Amazon vouchers for the points (40 points = £10)

Job Requirements

• English and Maths GCSE grade 9-4 (A*-C)

• Excellent command of the English language, written and spoken
• Communication and people skills
• MS Office especially Word, Excel
• Customer relations
• SAP Knowledge desired

• Sales administration of contracts & customers in a complex business to business environment
• Aerospace industry experience desired

All Employees
As an employee of Safran Helicopter Engines UK Ltd, you are required to meet a number of shared standards of behaviour, accountabilities and outcomes. These include but are not limited to:

Ensuring your personal behaviour is consistent with company values and the company code of conduct at all times.

Work Safely
• Taking responsibility for your own safety and that of others.
• Working safely and complying with all safe work practices.
• Reporting all incidents, hazards and unsafe working conditions or behaviour you encounter to your line manager. Completing any actions assigned to you from an audit action plan.
• Complying with all SHE UK health, safety and environmental protection policies and procedures that are relevant to your work.

Treat People Fairly
• Familiarising yourself with all Harassment and Workplace discrimination policies and procedures and complying with them in the conduct of your duties.
• Ensuring that you do not harass, victimise, discriminate against, vilify or bully any other employee or anyone else that you interact with in the course of your employment.

Support She UK business
• Carrying out your work in a conscientious and proficient manner.
• Managing your own performance to ensure you meet the ongoing requirements of your role.
• Maintaining excellent relationships with both internal and external customers. Deliver prompt, accurate and efficient service.
• Asking your line manager if you are unsure of a course of action you are about to take.

Develop Skills and Knowledge
• Ensuring your personal skills are maintained, updated as required by discussing your development needs with your line manager and taking appropriate actions.
• Supporting the development of fellow employees who are learning new skills.

What do you need from me?
•A minimum of 5 years relevant aerospace industry experience desired
•Safran HE product knowledge desired
•Understanding of log cards desired
•Excellent command of the English language, written and spoken
•Communication and people skills
•MS Office especially Word, Excel
•Customer relations
•SAP Knowledge desired
•Proficient in technical writing desired
•Occasional UK and overseas travel to customers and other safran Sites.
•PowerBI desired

What's my next step?
Please apply via the website and if you have what we are looking for, a member of our talent acquisition team will be in touch.

Specificity of the job

Must be wiling to travel
Occasional UK and Overseas travel

Locate your future workplace

Concorde Way, PO15 5RL

Segensworth North Fareham Hampshire

England United Kingdom

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