Customer Support Manager

CSM is responsible for overall relationship and customer support topics associated to dedicated number of customer accounts assigned to them. CSM's 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 on-site 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

• 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 on-site 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 (KPI's)
• 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
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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.

Up to 50%