Customer Support Manager

Job Responsibilities

· Responsible for achieving customersatisfaction which is measured through Airframer & Internal Scorecards

· Building new and developing longlasting relationships with customers

· Operate as the focal point for anyand all matters specific to their customers

· Taking ownership of customersissues and following problems through to resolution

· Responsible for keeping accuraterecords and document customer support actions and discussions within CRMplatform

· Perform on-site customer meetingsas required ie Program Review Meetings (PRM), Technical Review Meeting (TRM),and Executive Review Meetings (ERM) etc.

· Generate post visit reports andmanage actions and commitments through to completion

· Generate Key PerformanceIndicators (KPI's)

· Analyze data to identify trendsand areas of improvements

· Serve as the focal for performanceclaims: coordinate with warranty teams to validate claim data, negotiatesettlement with customer, track claims

· Review, monitor and distributecustomer(s) backlog reports, taking actions to prevent late deliveries.

· Support SCS Finance department inthe recovery of late AR helping finance with the right POCs and addressingsystemic/ repetitive issues for corrective actions.

· Awareness of customers internalissues which may inadvertently effect the Safran Cabin Services business

· Feedback information to SafranCabin Service sales team on new sales opportunities and Program teams on atrisk parts: PMA, Owner Operator Parts

· Awareness of customer supportcontractual obligations either through the Airframer contracts or specificcontracts with a specific customer

· Support Field TechnicalRepresentatives performing cabin inspections and generating the associatedreports

· Provide level 1 & 2 technicalsupport using CMM's & technical drawings data

· Support STC working parties asrequired, support Entry into service (EIS)for new aircraft types

· Being available in accordance withconstraints linked to aftermarket support domain.

· Must possess excellentinterpersonal and communication skills,management /leadership acumen

· Well organized / Good presentationskills / Good negotiating Skills / a very good level of diplomacy

Qualifications

· Education: Bachelor's degree orrelated field/equivalent experience. Bachelor's preferred

· Experience: Typically requires 6years of customer support and services experience in a commercial aerospaceenvironment required. Experience with lean principles and continuousimprovement. Proven ability to manage complex projects, Customer Requests orConcerns. Airline purchasing department experience advantageous yet notessential.

· Computer Skills: Proficient withMS Project, competent with MS Office programs

Other Skills: Excellent communication skills,both verbal and written. Ability to build and maintain effective relationships,leadership skills, organizational skills, ability to analyze & summarizeinformation, financial acumen.