Customer Support Manager

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 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…).

Exigences du poste

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
SKILLS :
* 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

Safran est un groupe international de haute technologie operant dans les
domaines de l'aeronautique (propulsion, equipements et interieurs), de
l'espace et de la defense. Sa mission : contribuer durablement a un monde plus
sur, ou le transport aerien devient toujours plus respectueux de
l'environnement, plus confortable et plus accessible. Implante sur tous les
continents, le Groupe emploie ‎83 ‎000 collaborateurs pour un chiffre d'affaires
de ‎19,0 milliards d'euros en ‎2022, et occupe, seul ou en partenariat, des
positions de premier plan mondial ou europeen sur ses marches. Safran s'engage
dans des programmes de recherche et developpement qui preservent les priorites
environnementales de sa feuille de route d'innovation technologique.

Safran est dans le top ‎30 des meilleurs employeurs mondiaux ‎2022 selon le
magazine Forbes.

Safran Aerosystems est leader mondial des toboggans d'evacuation et des
systemes oxygene. La societe est un acteur majeur dans les systemes de
securite et les systemes de fluides pour les avions et les helicopteres.

BAC+‎5
Superieure a ‎5 ans