Customer Support Manager

Customer Support Manager

Develop strong relationships with SafranHE USA customers in which the following can be accomplished:

• Promote and sell Safran HE products and services
• Develop customer loyalty
• Ensure customer satisfaction
• Provide accurate and timely reporting on SafranHE support, market indices and sales activities
• 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 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.
• Promote and sell SafranHE products and services to new, existing and potential SafranHE customers 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 in the assigned territory are handled quickly and efficiently.
• Responsible for developing, maintaining, and tracking a travel budget relative to the territory assigned.
• 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.
• Monitors and reviews production and MRO schedules to ensure contractual delivery schedules are met.
• Identify opportunities to develop new business with existing and potential Customers.
• Customer Service Managers will be required to report on their assigned territory on a quarterly basis.
• Works with managers, Customer Service Representatives, Field Service Representatives and Service engineering to ensure customer s

Job Requirements

• 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 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

Company Information

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 Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.

Locate your future workplace

2709 Forum Drive TX 75052

Grand Prairie

Texas United States