Customer Support Manager

Job Responsibilities · Responsible for achieving customersatisfaction which is measured through Airframer & Internal Scorecards · Building new and developing longlasting relationships with customers · Operate as the focal point for anyand all matters specific to their customers · Taking ownership of customersissues and following problems through to resolution · Responsible for keeping accuraterecords and document customer support actions and discussions within CRMplatform · Perform on-site customer meetingsas required ie Program Review Meetings (PRM), Technical Review Meeting (TRM),and Executive Review Meetings (ERM) etc. · Generate post visit reports andmanage actions and commitments through to completion · Generate Key PerformanceIndicators (KPI's) · Analyze data to identify trendsand areas of improvements · Serve as the focal for performanceclaims: coordinate with warranty teams to validate claim data, negotiatesettlement with customer, track claims · Review, monitor and distributecustomer(s) backlog reports, taking actions to prevent late deliveries. · Support SCS Finance department inthe recovery of late AR helping finance with the right POCs and addressingsystemic/ repetitive issues for corrective actions. · Awareness of customers internalissues which may inadvertently effect the Safran Cabin Services business · Feedback information to SafranCabin Service sales team on new sales opportunities and Program teams on atrisk parts: PMA, Owner Operator Parts · Awareness of customer supportcontractual obligations either through the Airframer contracts or specificcontracts with a specific customer · Support Field TechnicalRepresentatives performing cabin inspections and generating the associatedreports · Provide level 1 & 2 technicalsupport using CMM’s & technical drawings data · Support STC working parties asrequired, support Entry into service (EIS)for new aircraft types · Being available in accordance withconstraints linked to aftermarket support domain. · Must possess excellentinterpersonal and communication skills,management /leadership acumen · Well organized / Good presentationskills / Good negotiating Skills / a very good level of diplomacy Qualifications · Education: Bachelor’s degree orrelated field/equivalent experience. Bachelor’s preferred · Experience: Typically requires 6years of customer support and services experience in a commercial aerospaceenvironment required. Experience with lean principles and continuousimprovement. Proven ability to manage complex projects, Customer Requests orConcerns. Airline purchasing department experience advantageous yet notessential. · Computer Skills: Proficient withMS 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 & summarizeinformation, financial acumen.