Customer Support Manager M/F

POWERED BY TEAMWORK. Are you ready to be part of a team that drives big ideas and even bigger wins? At Safran, we believe in the power of both collaboration and individual contributions. We understand that it takes diverse perspectives, problem-solving skills, dependability, and trust to push each other forward and achieve great success. For us, working here is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.

We trust our employees to bring bold ideas to build the future of aerospace together, contributing to our ranking by TIME as the leading Aerospace & Defense company on the 2023 World's Best Companies list (#59 on the full list). Join our team and become part of the group that's making amazing things happen on the ground and in the skies. Together, we'll proudly step back and say, "We did that."

In the role of Customer Support Manager, you'll be on our customer site 3 times/week. The Customer Support Manager is responsible for overall relationship and customer support topics associated to dedicated number of customer accounts assigned to them. Customer Support Managers are the first level escalation to all customer complaints; they are the customer advocate within Safran Cabin Services. The Customer Support Manager monitor and measure spare and repair management through backlog alignment, work closely with airline purchasing departments to ensure order books are reconciled frequently. Customer Support Managers are responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators. CSM will perform on-site customer visits across their customer base throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.

This position contributes to our vision by:
• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
• Building new and developing long lasting relationships with customers
• Operate as the focal point for any and all matters specific to their customers
• Taking ownership of customers issues and following problems through to resolution
• Responsible for keeping accurate records and document customer support actions and discussions within CRM platform
• Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Generate post visit reports and manage actions and commitments through to completion
• Generate Key Performance Indicators (KPI's)
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.

Travel specifictity
Traveling is required up to 50%

Additional description
Safran Cabin headquarters are in Huntington Beach, California, with a global presence of over 11,000 employees at 36 sites. Site locations are in the United States, Mexico, Brazil, Canada, Germany, France, Czech Republic, the Netherlands, Tunisia and Thailand. Safran Cabin serves over 400 airlines and leasing companies globally and delivers to all airframe OEM manufacturers with a heritage spanning over 80 years in the industry.

Discover Safran Cabin through our videos: Safran Cabin (safran-group.com)

• Your Career: Safran is committed to providing internal mobility to our employees. We operate globally so the sky is the limit of where your Safran journey can take you.
• Your Development: Safran employees have free access to Safran University courses and external tuition reimbursement for approved programs or certifications.
• Your Benefits: Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, Safran Perks with BenefitHub - Employee Discounts & Rewards Marketplace for consumer products/services and more!
• Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan.(Bonus eligible positions only) Remove if not applicable.

The expected salary range for this position is between $68,930 - $108,320 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.

Candidate skills & requirements
At Safran Cabin, diversity & inclusion is a source of richness that adds quality of life, performance, and innovation. We welcome diverse contributions and provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.

We seek service-oriented team players with strong interpersonal skills and a positive attitude, adaptable to our innovative and evolving environment.

Across all team members, we are looking for the following attributes:
• Team oriented
• Process focused
• Open & honest communication
• Quality minded
• Ability to persevere and honor commitments
• Recognizes success
• Executes with urgency
• Creates solutions
• Customer focused in everything we do

Qualifications:

Education: Bachelor's degree or related field/equivalent experience.

Experience: Typically requires 6 years of Sales and Management experience in a commercial aerospace environment. Basic Knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns.

Computer Skills: Proficient with MS 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 & summarize information, financial acumen.

Additional Preferred Skills: (not required):
• Bachelor's preferred
• 8 or more years of Sales and Management experience in a commercial aerospace environment

This job posting has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.

Annual salary
$68,930 - $108,320 USD DOE

Job location

Job location
North America, United States, Georgia, Atlanta

City (-ies)
Atlanta

Applicant criteria

Minimum education level achieved
Bachelor's Degree

Minimum experience level required
More than 5 years

Additional Languages preferred
English (Fluent)