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Customer Support Manager

Company : Safran Helicopter Engines

Job field : Customer services and support

Location : Grand Prairie , Texas , United States

Contract type : Permanent

Contract duration : Full-time

Required degree : High School Diploma/GED Equivalent

Required experience : More than 5 years

Professional status : Professional, Engineer & Manager

Salary range : TBD

# 2023-129223

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Job Description

The selected candidate for this role can be located EITHER in Grand Prairie, TX or Denver, CO

Reporting to the VP, Commercial Business, the Customer Support Manager (CSM) is responsible for the development and implementation of the Safran Helicopter Engine (SafranHE USA) strategy for selected key accounts within their area of responsibility. This role requires a very close working relationship with the assigned key accounts as well as within the commercial business organization to realize financial and production goals. The Customer Support Manager is part of a team that is dedicated to ensuring the highest levels of customer satisfaction.

1.0 Job Duties:

• Develop strong relationships with assigned accounts in which the following can be accomplished:

o Build trust and confidence in the services provided by Safran HE USA

o Accurately communicating the customers strategic and tactical plans

o Facilitate information flows between organizations Promote SafranHE sales and manage customer receipts (Cash, Account Receivable)

o Clear understanding of customer's short and long term business strategy

• Works via a team atmosphere with managers, Customer Service Representatives (CSR), Field Service Representatives (FSR) and Service engineering to ensure customer satisfaction.

• Acts as lead liaison for the customers, coordinating with internal SafranHE teams and other Safran teams to support customers as well as contract requirements (when applicable)

• Responsible to lead the SafranHE team's effort to meet customer expectations through development and leadership of action plans.

• Provide follow-up to customer questions and concerns, preferably anticipate them and manage the fulfillment of SafranHE/Customer respective and agreed commitments.

• Negotiate, manage, record and track commercial gestures and discount with the customer in accordance with SafranHE 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

• SafranHE's NOMAD customer resource management tool. Ensure that the assigned customers are denoted correctly in NOMAD and that the data is reviewed quarterly for correctness based on customer activity, fleet changes and personnel changes.

• Promote and sell SafranHE products and services to key accounts, where applicable utilizing the Sales Support Kit and other SafranHE programs available. Track potential sales opportunities and report monthly on progress.

• Ensure all bill backs for the customers are handled quickly and efficiently.

• Represent SafranHE in customer program reviews, key industry related conferences and interface meetings.

• Review solicitations, request for quotes, warranty and provisioning request and assure responses consistent with existing contract by supporting SafranHE team.

• Develop commercial proposals as requested by customer with support of corporate teams.

Complementary Description

• Monitors and reviews production and MRO schedules to ensure contractual delivery schedules are met.

• Customer Support Manager will be required to report on their assigned key accounts on a monthly/quarterly basis. At a minimum, the CSM will demonstrate ample customer interaction based on site visits, email and telephone conversations. The subject of these interactions is to be reflected in NOMAD reports, sales activity reports and financial data regarding the customer's activity with SafranHE. A large part of the CSM's yearly performance will be based on the deliverables presented quarterly.

• Monitors his KPI, NOMAD reporting metrics, and financial impacts on his customer to ensure customer satisfaction and loyalty

• Optimal business productivity and success

Job Requirements

3.0 Requirements:

• Seven to ten years related experience and/or training in Aerospace or Helicopter Aerospace desirable; Bachelor degree (B.A or B.S) preferred.

• Minimum five to seven 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 very sensitive environment with multiple decision makers.

• Strategic vision on how to impact relationship and customer satisfaction.

• Ability to develop meaningful scorecards / KPIs to ensure that performance (financial, support …) as well as customer satisfaction are well measured and driven to expectation.

• Capacity to develop action plans to meet KPIs target.

• Ability to anticipate and react to potential issues in a timely manner and develop needed action plans through the complete Safran community.

• 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

4.0 Physical Requirements:

Office

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.

• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

• The noise level in the work environment is usually quiet.

The selected candidate for this role can be located EITHER in Grand Prairie, TX or Denver, CO

Specificity of the job

2.0 Travel:

• Approximately 30-40% Domestic and International.

• Responsible for developing, maintaining, and tracking a travel budget relative to the territory assigned.

Locate your future workplace

2709 Forum DriveTX 75052

Grand Prairie

Texas 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.