Customer Support & Sales Mgr; Individual Contributor

Customer Support & Sales Mgr (Individual Contributor)

** Job details*
* ** General information*
* ** Entity*
* 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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Electrical & Power is one of the world's leaders in aircraft electrical systems. The company is a key player in equipment electrification and in the electric and hybrid propulsion sector. It has over 14,000 employees across 13 different countries.

** Reference number*
* ** Job details*
* ** Domain*
* Performance and Support

** Job field / Job profile*
* Customer services and support - Customer support & services management (CSSM)

** Job title*
* Customer Support & Sales Mgr (Individual Contributor)

*
* Employment type

*
* Permanent

** Professional category*
* Professional, Engineer & Manager

** Part time / Full time*
* Full-time

** Job description*
* Summary:

In line with Safran Electrical and Power vision, the Customer Support and Services department integrates Safran Power and Ventilation aftermarket directorates into one global team. Based on a common front office, this new organization is responsible of customer support and sales development aiming to increase our services/MRO sales and improve our service level and customer satisfaction.

Such new organization will rely on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Customer Support Regional Lead. This role will be responsible for:

- Customer satisfaction, main point of contact to customers

- Sales budget achievement and forecast for Power and Ventilation divisions

- Contract and proposal negotiation

Essential Duties & Responsibilities:

- Reporting to management to provide a full spectrum of customer support and sales activities (majority of sales in Maintenance Repairs Overall and Spares so developing maintenance contracts);

- Responsible for the customer base in the designated zone, with the aim of maximizing business opportunities to achieve sales and market share growth;

- Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operation;

- Be the voice of the customer:

o responsible for customer satisfaction as the main point of contact between customers and Safran Power and Ventilation;

o propose dedicate recovery plan in the event of customer satisfaction below target;

o establishing a complete comprehensive understanding of the customers, their organization and the key individuals within it;

o Liaising with internal departments with the objective of timely resolving customer issues and queries;

o Manage a structured, regular customer communication/visit schedule;

- Actively participate in and contribute to the annual Sales Forecast in its territory

- Effectively selling of all LPS's MRO capabilities;

- Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;

- Prepare and negotiate with the customers ad-hoc offers and contracts with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required ;

- Generate customer and market information and feedback to support future sales planning;

- Propose strategic development of products and/or services that should be launched to develop the sales in its territory;

- Prepare and provide customers with Initial Provisioning (IP) recommendation and secure related IP sales;

- To exhibit a certain degree of ability in holding technical discussion with the customers;

- Manage customer visits, customer satisfaction and sales reports.

- Follow-up customers overdue and manage specific actions to…