Customer Support Manager

HR Talent Acquisition and Development Specialist at Safran Helicopter Engines Responsibilities

• Develop strong relationships with Safran
  
  HE USA customers to promote and sell Safran HE products and services.
• Ensure customer satisfaction.
• Provide accurate and timely reporting on Safran
  
  HE support, market indices and sales activities.
• 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, anticipating them and managing the fulfillment of Safran
  
  HE/Customer commitments.
• Negotiate, manage, record and track commercial gestures and discounts with the customer in accordance with Safran
  
  HE requirements.
• Maintain and report customer metrics (KPIs) 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.
• Ensure that the assigned customers in the CSM territory are denoted correctly in FLY and that the data is reviewed quarterly for correctness based on customer activity, fleet changes and personnel changes.
• Track potential sales opportunities and report monthly on progress.
• Ensure all bill backs for the 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.
• Review solicitations, requests for quotes, warranty and provisioning requests and assure responses consistent with existing contracts.
• Develop commercial proposals as requested by customers with support of corporate teams.
• Monitor and review production and MRO schedules to ensure contractual delivery schedules are met.
• Identify opportunities to develop new business with existing and potential customers.
• Report on the assigned territory quarterly, demonstrating ample customer interaction (site visits, email and telephone conversations). These interactions should be reflected in FLY reports, sales activity reports and financial data.
• Work with managers, Customer Service Representatives, Field Service Representatives and Service engineering to ensure customers.

• 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 measure performance and drive to expectation.
• Capacity to develop action plans to meet KPI targets.
• Ability to anticipate and react to potential issues promptly and develop action plans through the Safran community.
• Advanced professional knowledge of practices, sources of information, and regulations.
• Experience in contract negotiation and contract management preferable.
• Advanced proficiency in Microsoft Office:
  Outlook, Word, Excel, PowerPoint.

Not Applicable

Full‑time

Management, General Business, and Sales

Aviation and Aerospace Component Manufacturing

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Tuition assistance
• Disability insurance