Customer Support Manager
4 months ago
CSM is responsible for overallrelationship and customer support topics associated to dedicatednumber of customer accounts assigned to them. CSMs are the firstlevel escalation to all customer complaints; they are the customeradvocate within Safran Cabin Services.
TheCSM monitor and measure spare and repair management through backlogalignment work closely with airline purchasing departments toensure order books are reconciled frequently.
CSMs are responsible for managing customer satisfaction by means ofinternal and external performance scorecards and indicators. CSMwill perform onsite customer visits across their customer basethroughout North & South America Europe Middle East AfricaAsia Pacific as applicable.
CSM typicallyreports to the Customer Support Director or Snr Customer SupportManager
- Responsiblefor achieving customer satisfaction which is measured throughAirframer & Internal Scorecards
- Building new and developing long lastingrelationships with customers
- Operate as thefocal point for any and all matters specific to their customers
- Taking ownership of customers issues andfollowing problems through to resolution
- Responsible for keeping accurate records anddocument customer support actions and discussions within CRMplatform
- Perform onsite customer meetings asrequired ie Program Review Meetings (PRM) Technical Review Meeting(TRM) and Executive Review Meetings (ERM) etc.
- Generate post visit reports and manage actionsand commitments through to completion
- GenerateKey Performance Indicators (KPIs)
- Analyze datato identify trends and areas of improvements
- Serve as the focal for performance claims:coordinate with warranty teams to validate claim data negotiatesettlement with customer track claims
- Reviewmonitor and distribute customer(s) backlog reports taking actionsto prevent late deliveries.
- Support SCSFinance department in the recovery of late AR helping finance withthe right POCs and addressing systemic/ repetitive issues forcorrective actions.
- Awareness of customersinternal issues which may inadvertently effect the Safran CabinServices business
- Feedback information toSafran Cabin Service sales team on new sales opportunities andProgram teams on at risk parts: PMA Owner Operator Parts
- Aw
Proficient with MSProject competent with MS Office programs Excellent communicationskills both verbal and written. Ability to build and maintaineffective relationships leadership skills organizational skillsability to analyze & summarize information financialacumen.
Spcificit dutravailUp to50%
Safran est un groupeinternational de haute technologie oprant dans les domaines delaronautique (propulsion quipements et intrieurs) de lespace et dela dfense. Sa mission : contribuer durablement un monde plus sr ole transport arien devient toujours plus respectueux delenvironnement plus confortable et plus accessible. Implant surtous les continents le Groupe emploie 92 000 collaborateurs pour unchiffre daffaires de 232 milliards deuros en 2023 et occupe seul ouen partenariat des positions de premier plan mondial ou europen surses marchs. Safran sengage dans des programmes de recherche etdveloppement qui prservent les priorits environnementales de safeuille de route dinnovation technologique.
Safran estla 1re entreprise du secteur aronautique et dfense du classementWorlds Best Companies 2023 du magazine TIME.
Safran Aerosystems conoit des solutions de haute technologie quioptimisent la performance des aronefs et la scurit des vols. Numro1 mondial des systmes dvacuation durgence et des systmes oxygnepour lquipage Safran Aerosystems est galement un acteur majeur dessystmes carburant et fluides.
BAC3 BAC4
Suprieure 5 ansThis job has been sourced from anexternal job board.
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