Customer Support Manager (H/F) - SAFRAN HELICOPTER ENGINES USA, INC

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 92 000 collaborateurs pour un chiffre d'affaires de 23,2 milliards d'euros en 2023, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique. Safran est la 1ère entreprise du secteur aéronautique et défense du classement « World's Best Companies 2023 » du magazine TIME. Safran Helicopter Engines est le leader mondial des moteurs d'hélicoptères et le seul industriel à s'être spécialisé sur ce marché. Implantée dans le monde entier, la société emploie 5900 personnes dans le monde et possède plus de 2 500 clients répartis dans 155 pays et plus de 21 000 moteurs en service.

Mission description

Job Summary: Reporting to the Director, Network & Small Fleet Operators, the Customer Support Mgr (CSM) will steer the short, mid and long-term commercial strategies of your dedicated client's portfolio in accordance with the company strategy and 5 year plan. This role requires a very close working relationship with the assigned accounts as well as within the commercial business organization to realize financial and production goals. The Customer Support Manager is part of a team that is dedicated to ensuring the highest levels of customer satisfaction. In this role, you will have in excess of 100 assigned accounts across the assigned territory, and an annual budget target ranging from $10M annually. Job Duties:

• Develop strong relationships with assigned account(s) in which the following can be accomplished: o Build trust and confidence in the services provided by Safran HE USA o Clear understanding of and ability to communicate customer's short and long term business strategy o Steer the financial targets; invoicing, turnover, gross margin and cash generated through your market o Maintain a strong sales funnel, to achieve assigned New Business goals o Achieve yearly budget goals as assigned o Manage all A/R for assigned Customers on a monthly basis, and provide timely updates to CFO and Finance Manager as required
  
  

Requirements:

• Five to ten years related large account management experience in Aerospace or Helicopter Aerospace desirable or other like Technical Industries; Bachelor degree (B.A or B.S) required, Master's Degree preferred.
• Strong Business Acumen- o Ability to distill complex subjects down to high level overview, to support internal Business Case review o Understands business, and the Customer's business model. o Ability to develop meaningful scorecards to ensure performance as well as customer satisfaction are well measured and driven to expectation.
• Organizational Skills- o Able to manage one's efforts, and organize themselves towards objectives o Ability to continuously adjust priority of work effort is essential to success
• Professional Maturity- o Ability to work at all levels of a customer's organization, as well as internally amongst SafranHE Leadership appropriately and professionally.
• Technical Aptitude- o Ability to grasp technical subjects. I.E. Aircraft Engines, Aviation, etc. o Advanced Computer Skills Microsoft Office 365: Teams, Outlook, Word, Excel, PowerPoint, SAP, Microsoft Dynamics CRM (FLY), various internal proprietary Software platforms o Fleet or Maintenance Management System experience such as RAMCO, TRAXXALL, CORRIDOR, other is a plus o Understanding of ERP solutions is a plus
• Capacity to negotiate in a very sensitive environment with multiple decision makers.
• Strong leadership and initiative
• Ability to anticipate and react to potential issues in a timely manner, develop needed action plans and lead execution efficiently is a must
• Team mindset' is crucial to success
• Eagerness and ability to learn is a key component to success in this role
• Technical background in rotary wing aviation is a plus
• Direct Commercial Sales experience is a plus
• Pilot and/or Maintenance background is a plus
• Experience with FAA Part 145 Repair Station activity is a plus
• Knowledge of International Civil Aviation Authorities outside of the FAA is a plus, for example EASA, Transport Canada, other Physical Requirements:
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required Other:
• This position description is not considered all-inclusive and SafranHE USA has the authority to add or delete responsibilities and obligations as necessary to ensure customer satisfaction
• Role is based in the Dallas-Fort Worth area
• Participate in monitoring internal controls where necessary to ensure compliance