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Customer Support Representative

Customer services and support Segensworth North Fareham Hampshire , England , United Kingdom Permanent Full-time English Fluent

Job Description

• Manage daily contact with the Maintenance and Repair Organisation regarding specific administrative needs. Define work requirements for Engine/Module/ Line Replaceable Units (LRU) repairs. Perform technical and commercial review of technical reports and quotations received. Challenge / respond accordingly to industrial partners for MRO of RTM322 engines, modules and LRUs to ensure good value for money whilst not impacting engine availability to the customer.

• Define optimum workscope for each module considering level of repair taking into account damage & available life versus Maintenance Manual limits & customer requirements such as minimum life by working with Maintenance and Repair Organisations.
• Review, challenge and improve ML4 quotations for engines, modules and LRUs with a cost and part saving mind-set. Savings reported monthly as a KPI.
• Discuss Field Event rejection reports produced by Field Service Representatives (FSR) to make correct workscope decisions and to ensure that the ML2 Maintenance Centre (MC) receives the required level of information to support the repair process.
• Review technical documentation of all LRU's arriving at TMUK for dispatch to appropriate Repair sites.
• Represent Safran HE at meetings with suppliers including Safran HE's Repair Centres (RC) and the Military MC.
• Actively participate in the use of Quality processes such as QRQC, quality investigations.
• Responding to queries from MC and RCs regarding UK MOD RTM322 maintenance and repair activities.
• Meet the commitments to the Maintenance Centre in terms of deliveries of required documentation.
• Liaising with the Repair Centre or CERPC CSR to get feedback regarding progress on repair in level 4 facility.
• Generate reports to commercial team as required.
• Booking customer assets in OPX 2 system.
• Administration of incoming components/engines.
• Keeping MC up to date in terms of deliveries, and informing them of any potential delay and the mitigating action
• Help identify ad-hoc commercial opportunities.
• Support the Sales and Customer Service Objectives.
• Identify problems, internal and external, related to customer deliveries and requirements and offering solutions
• Database Management
• To propose the implementation of continuous improvement actions (best practices) and process improvements especially through the improved use of IT e.g. SAP, Excel, PowerBI
• Participation in the Quality Management processes and in particular Quick Response to Quality Concern (QRQC) procedures
• Maintain a tidy and clean work place at all times. Promote housekeeping improvement through 5S participation.

Job Requirements

o Administration in a complex business to business environment
o A minimum of 5 years relevant aerospace industry experience desired
o Safran HE product knowledge desired
o Understanding of log cards and technical reports desired

• Good command of the English language, written and spoken
• Self-organised and able to manage multiple ongoing queries/actions/enquiries
• Communication and people skills
• MS Office especially Outlook, Word, Excel
• SAP Knowledge desired
• Basic technical understanding desired
• PowerBI desired

• Team worker
• Self-driven
• Consistently delivers on commitments (deliverables on time)
• Friendly
• Eager to learn:
• Innovative

Specificity of the job


logo safran

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 76,800 employees and sales of 15,3 billion euros in 2021 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 was ranked as the world's third best employer in its sector by Forbes magazine in 2021.

Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.

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