Customer Support Manager

Customer Support Manager

Develop strong relationships with Safran

HE USA customers to promote and sell Safran HE products and services, develop customer loyalty, ensure customer satisfaction, and provide accurate and timely reporting.

Responsibilities include:

• Act as lead liaison for customers, coordinating with internal Safran
  
  HE teams and other Safran teams to support customers and contract requirements.
• Lead the Safran
  
  HE team's effort to meet customer expectations through development and leadership of action plans.
• Provide follow-up to customer questions and concerns, anticipate them, and manage the fulfillment of Safran
  
  HE/Customer respective and agreed commitments.
• Negotiate, manage, record, and track commercial gestures and discounts with customers in accordance with Safran
  
  HE requirements.
• Maintain and report customer metrics (KPI's) as well as sales and account management.
• Record all meaningful customer interactions and associated action items in Safran
  
  HE's FLY customer resource management tool.
• Promote and sell Safran
  
  HE products and services to new, existing, and potential Safran
  
  HE customers.
• Ensure all bill backs for customers in the assigned territory are handled quickly and efficiently.
• Develop, maintain, and track a travel budget relative to the territory assigned.
• Represent Safran
  
  HE in customer program reviews, key industry-related conferences, and interface meetings.

Minimum five years' experience directly related to customer support, preferably in aerospace products and services.

• Strong leadership and initiative.
• Culture of change and continuous improvement.
• Capacity to negotiate in a sensitive environment with multiple decision-makers.
• Strategic vision on how to impact relationships and customer satisfaction.
• Ability to develop meaningful scorecards/KPIs to ensure performance and customer satisfaction are well-measured and driven to expectation.
• Advanced Professional - Knowledge of professional practices, sources of information, and rules and regulations can be applied immediately.
• Experience in contract negotiation and contract management would be appreciated.
• Advanced - Microsoft Office:
  Outlook, Word, Excel, PowerPoint.

Safran is an international high-technology group operating in the aviation, defense, and space markets, with a core purpose to contribute to a safer, more sustainable world.

Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded.