Manager, Customer Support - AOG

Manager, Customer Support - AOG

Company : Safran Cabin

Job field : Customer services and support

Location : Garden Grove , California , United States

Contract type : Permanent

Contract duration : Full-time

Required degree : Bachelor's Degree

Required experience : More than 5 years

Professional status : Professional, Engineer & Manager

Spoken language(s) :

English Fluent

Salary range : $68,930 - $108,3200 USD

# 2024-137320

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Job Description

CSM's are responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues. Ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer support manager will need to perform on-site customer visits facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.

The CSM typically reports to the Customer Support Director or VP of Customer Support & Response.

Summary of Duties

• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards

• Building new and developing long lasting relationships with customers

• Operate as the focal point for any and all matters specific to their customers

• Taking ownership of customers issues and following problems through to resolution

• Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform

• Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.

• Generate Key Performance Indicators (KPI's)

• Analyze data to identify trends and areas of improvements

• Serve as the focal for performance claims : coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims

• Generate post visit reports and manage actions and commitments thru to completion

• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.

• Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic/ repetitive issues for corrective actions.

• Awareness of customers internal issues which may inadvertently effect the Safran Cabin Services business

• Feedback information to Safran Cabin Service sales team on new sales opportunities

• Feedback information to Safran Cabin Service program team on at risk parts: PMA, Owner Operator Parts

• Manage CPO Program: Performance to CPO, ensuring customer meets program requirements

• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with set with a specific customer

• Support Field Technical Representatives (FTR) performing cabin inspections and generating the associated reports

• Promote spare sales

• Provide level 1 & 2 technical support to the FTR's and airlines.

• Support STC working parties as required

• Support Entry Into Service (EIS) for new aircraft types

• Support Aircraft OEM meetings as and when required

Complementary Description

Safran Cabin headquarters are in Huntington Beach, California, with a global presence of over 10,000 employees at 39 sites. Site locations are in the United States, Mexico, Brazil, Canada, Germany, France, Czech Republic, the Netherlands, Tunisia and Thailand. Safran Cabin serves over 400 airlines and leasing companies globally and delivers to all airframe OEM manufacturers with a heritage spanning over 80 years in the industry.

Safran's Corporate Social Responsibility (CSR) goes beyond our facility walls. We value and support the communities where we live and work. One of Safran's values and CSR pillar is Corporate Citizenship that helps drive economic, social and cultural progress by sharing our gifts with those around us.

• Your Career: Safran is committed to providing internal mobility to our employees. We operate globally so the sky is the limit of where your Safran journey can take you.

• Your Development: Safran employees have free access to Safran University courses and external tuition reimbursement for approved programs or certifications.

• Your Benefits: Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, Safran Perks with BenefitHub - Employee Discounts & Rewards Marketplace for consumer products/services and more!

• Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan.

Job Requirements

Qualifications

Education: Bachelor's degree or related field/equivalent experience.

Experience: Typically requires 6 years of Sales and Management experience in a commercial aerospace environment. Basic Knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns.

Computer Skills: Proficient with MS 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 & summarize information, financial acumen.

Additional Preferred Skills: (not required):

• Bachelor's preferred

• 8 or more years of Sales and Management experience in a commercial aerospace environment

Description: Mid-level within role

At Safran, diversity & inclusion is a source of richness that adds quality of life, performance, and innovation. We welcome diverse contributions and provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.

The expected salary range for this position is between $68,930 - $108,3200 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.

Specificity of the job

May require some travel.

Locate your future workplace

7330 Lincoln WayCA 92841

Garden Grove

California United States

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Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.