Manager, Customer Support

Job Description

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."

Manager, Customer Support is responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues; ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer Support Manager will need to perform Delta on-site customer visits to facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.

Summary of Duties :

• 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 on ZEN platform
• Perform on-site customer meetings as required Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Generate Key Performance Indicators (KPI's)
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims : coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims
• Generate post visit reports and manage actions and commitments thru to completion
• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
• Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic / repetitive issues for corrective actions.
• Awareness of customers internal issues

Complementary 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)

The expected salary range for this position is between $70,990 - $111,560 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.

Job 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 :

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) :

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.

Salary : $70,990 - $111,560