What are the responsibilities and job description for the Customer Support Manager position at Safran?
Job 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:
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
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 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
Complementary description
- Establish short/midterm strategies to develop new business opportunities with existing customers or partners with customers
- Manage commercial gestures and discount with the customers in accordance with Safran HE USA requirements & policies
- Prepare and organize all customer visits, relay information, complains, customer requests to relevant stakeholders and update using Safran Customer Relationship Management system Microsoft Dynamics)
- Pilot contract renewals and lead all offers and contract reviews
Travel:
- Approximately ~30% Domestic and International.
- Responsible for maintaining and tracking a travel budget relative to the territory assigned.
- The Customer Support Manager will have a fiduciary responsibility to manage company funds appropriately while traveling on company business.
Job requirements
Requirements:
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.
o Ability to continuously adjust priority of work effort is essential to success
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
Physical Requirements:
Other:
- 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 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 Ability to continuously adjust priority of work effort is essential to success
- Professional Maturity-
- Technical Aptitude-
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
Specificity of the job
Position Detail:
- Learn and implement the SafranHE Network Strategy, as relates to the assigned Customer base
- Draw the business forecast in your market (short and medium term), follow up on its achievements by managing risks and opportunities rolling 12 months
- Lead all commercial negotiations in your portfolio with existing customers and partners
- Monitor and ensure customer satisfaction through all the components of the aftersales market: technical support, responsiveness, service rates, material supply, and contract performance KPI's etc.
- Pilot the cash collection from assigned customers
- Participate in all improvement initiatives with the rest of the department and other company departments
- Propose best commercial solution according to situation and customer's needs, in compliance with the contractual agreements and company commercial policies
- Draw up commercial offers factoring in the company's commercial policy
- Optimize contract margin and ensure profitability (additional invoicing, commercial gesture & discounts)
- Ensure overall contract execution and contractual deliverables
- Provide strong leadership to customer service team in resolution to all customer related matters and ensure highest quality of service, communication and products is provided to all stakeholders
- Build up and manage 12 months sales forecast and ensure sales objectives are being followed
- Maintain and develop strong relationships with existing and new customers
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 92,000 employees and sales of 23.2 billion euros in 2023, and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran is in the 1st place in the aerospace and defense industry in TIME magazine's "World's best companies 2023" ranking.
Safran Helicopter Engines is the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Operating worldwide, it employs 5,900 people and has more than 2,500 customers in 155 countries, and 21,000 engines in service.
High School Diploma/GED Equivalent
More than 5 years
Salary : $10
