What are the responsibilities and job description for the Customer Support & Sales Mgr (H/F) - SAFRAN ELECTRICAL & POWER position at AEROCONTACT?
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. Leader mondial des systèmes électriques aéronautiques, Safran Electrical & Power est un acteur dans l'électrification des équipements et de la propulsion électrique et hybride. Maîtrisant la chaîne énergétique embarquée, l'entreprise conçoit et fournit des architectures et des solutions modulaires, innovantes et optimisées.
Mission description
Summary: In line with Safran Electrical and Power vision, the Customer Support and Services department integrates Safran Power and Ventilation aftermarket directorates into one global team. Based on a common front office, this new organization is responsible of customer support and sales development aiming to increase our services/MRO sales and improve our service level and customer satisfaction. Such new organization will rely on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Customer Support Regional Lead. This role will be responsible for: Customer satisfaction, main point of contact to customers Sales budget achievement and forecast for Power and Ventilation divisions Contract and proposal negotiation Essentially Duties & Responsibilities: Reporting to management to provide a full spectrum of customer support and sales activities (majority of sales in Maintenance Repairs Overhaul and Spares so developing maintenance contracts); Assist CSM Team for the customer base in the designated zone, with the aim of maximizing business opportunities to achieve sales and market share growth; Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operation; Manage day to day requests from customers including validation of current pricing (RFQs), supporting status inquiries, escalation requests etc. Be the voice of the customer: o responsible for customer satisfaction as the main point of contact between customers and Safran Power and Ventilation; o communicate recovery plan in the event of customer satisfaction below target; o establishing a complete comprehensive understanding of the customers, their organization and the key individuals within it; o Liaising with internal departments with the objective of timely resolving customer issues and queries, with the support of CSM Team o Manage a structured, regular customer communication/visit schedule; Assist CSM Team in preparation and contribute to the annual Sales Forecast in its territory Assist CSM Team in effectively selling of all SEP's MRO capabilities; Support preparation and negotiation with the customers ad-hoc offers and contracts with active follow-up up to deal closure. (Target to grow into full responsibility as CSM) Assist CSM Team in generating customer and market information and feedback to support future sales planning; To be able to learn a certain degree of ability in holding technical discussion with the customers; Manage customer visits, customer satisfaction and assist CSM Team with sales reports. Follow-up customers overdue and manage specific actions to assist keeping account in good standing Regular, predictable attendance is required Other duties may be assigned.
Bachelor's Degree in Relevant area (Business/Engineering/Sales & Marketing) from an accredited institution and 1 year related experience In lieu of a degree, a minimum of 2 years' experience in Customer and/or Sales or similar industry. Commercial Aerospace and Airline industry experience such as Vendor Management, Procurement, Repair Management or similar roles. Experience in aftermarket activities including Spares, MRO (Maintenance, Repair and Overhaul), AOG, level 1 technical support Ability to travel for domestic and overseas business (50% ) This position requires access to technologies and hardware subject to US national security based export control requirements. All applicants must be US Persons (8 USC 1324b(a)(3)), or otherwise authorized by the U.S. Government. No company sponsorship will be offered.
Mission description
Summary: In line with Safran Electrical and Power vision, the Customer Support and Services department integrates Safran Power and Ventilation aftermarket directorates into one global team. Based on a common front office, this new organization is responsible of customer support and sales development aiming to increase our services/MRO sales and improve our service level and customer satisfaction. Such new organization will rely on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Customer Support Regional Lead. This role will be responsible for: Customer satisfaction, main point of contact to customers Sales budget achievement and forecast for Power and Ventilation divisions Contract and proposal negotiation Essentially Duties & Responsibilities: Reporting to management to provide a full spectrum of customer support and sales activities (majority of sales in Maintenance Repairs Overhaul and Spares so developing maintenance contracts); Assist CSM Team for the customer base in the designated zone, with the aim of maximizing business opportunities to achieve sales and market share growth; Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operation; Manage day to day requests from customers including validation of current pricing (RFQs), supporting status inquiries, escalation requests etc. Be the voice of the customer: o responsible for customer satisfaction as the main point of contact between customers and Safran Power and Ventilation; o communicate recovery plan in the event of customer satisfaction below target; o establishing a complete comprehensive understanding of the customers, their organization and the key individuals within it; o Liaising with internal departments with the objective of timely resolving customer issues and queries, with the support of CSM Team o Manage a structured, regular customer communication/visit schedule; Assist CSM Team in preparation and contribute to the annual Sales Forecast in its territory Assist CSM Team in effectively selling of all SEP's MRO capabilities; Support preparation and negotiation with the customers ad-hoc offers and contracts with active follow-up up to deal closure. (Target to grow into full responsibility as CSM) Assist CSM Team in generating customer and market information and feedback to support future sales planning; To be able to learn a certain degree of ability in holding technical discussion with the customers; Manage customer visits, customer satisfaction and assist CSM Team with sales reports. Follow-up customers overdue and manage specific actions to assist keeping account in good standing Regular, predictable attendance is required Other duties may be assigned.
Bachelor's Degree in Relevant area (Business/Engineering/Sales & Marketing) from an accredited institution and 1 year related experience In lieu of a degree, a minimum of 2 years' experience in Customer and/or Sales or similar industry. Commercial Aerospace and Airline industry experience such as Vendor Management, Procurement, Repair Management or similar roles. Experience in aftermarket activities including Spares, MRO (Maintenance, Repair and Overhaul), AOG, level 1 technical support Ability to travel for domestic and overseas business (50% ) This position requires access to technologies and hardware subject to US national security based export control requirements. All applicants must be US Persons (8 USC 1324b(a)(3)), or otherwise authorized by the U.S. Government. No company sponsorship will be offered.
