drjobs Customer Support Manager - Safran العربية

Customer Support Manager - Safran

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1 Vacancy
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Job Location drjobs

Dubai - UAE

Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Description du poste

CSM is responsible for overall relationship and customer support topics associated to dedicated number of customer accounts assigned to them. CSMs are the first level escalation to all customer complaints; they are the customer advocate within Safran Cabin Services.

The CSM monitor and measure spare and repair management through backlog alignment work closely with airline purchasing departments to ensure order books are reconciled frequently.

CSMs are responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators. CSM will perform onsite customer visits across their customer base throughout North & South America Europe Middle East Africa Asia Pacific as applicable.

CSM typically reports to the Customer Support Director or Snr Customer Support Manager

Description complmentaire

  • 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 within CRM platform
  • Perform onsite customer meetings as required ie Program Review Meetings (PRM) Technical Review Meeting (TRM) and Executive Review Meetings (ERM) etc.
  • Generate post visit reports and manage actions and commitments through to completion
  • Generate Key Performance Indicators (KPIs)
  • Analyze data to identify trends and areas of improvements
  • Serve as the focal for performance claims: coordinate with warranty teams to validate claim data negotiate settlement with customer track claims
  • Review monitor and distribute customer(s) backlog reports taking actions to prevent late deliveries.
  • Support SCS Finance department in the recovery of late AR helping finance with the right POCs and 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 and Program teams on at risk parts: PMA Owner Operator Parts
  • Aw

Exigences du poste

Proficient with MS Project competent with MS Office programs 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.

Spcificit du travail

Up to 50%


Safran est un groupe international de haute technologie oprant dans les domaines de laronautique (propulsion quipements et intrieurs) de lespace et de la dfense. Sa mission : contribuer durablement un monde plus sr o le transport arien devient toujours plus respectueux de lenvironnement plus confortable et plus accessible. Implant sur tous les continents le Groupe emploie 92 000 collaborateurs pour un chiffre daffaires de 232 milliards deuros en 2023 et occupe seul ou en partenariat des positions de premier plan mondial ou europen sur ses marchs. Safran sengage dans des programmes de recherche et dveloppement qui prservent les priorits environnementales de sa feuille de route dinnovation technologique.
Safran est la 1re entreprise du secteur aronautique et dfense du classement Worlds Best Companies 2023 du magazine TIME.

Safran Aerosystems conoit des solutions de haute technologie qui optimisent la performance des aronefs et la scurit des vols. Numro 1 mondial des systmes dvacuation durgence et des systmes oxygne pour lquipage Safran Aerosystems est galement un acteur majeur des systmes carburant et fluides.


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Employment Type

Full Time

Company Industry

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