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 Summary** **Zurich Middle East** is part of Zurich Insurance Group, one of the world's largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk both locally and globally. We are looking for a dynamic and passionate …
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## **Description du poste** 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…
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