Customer Support Manager (Aeronautics) (H/F) (M/F)

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 83 000 collaborateurs pour un chiffre d'affaires de 19,0 milliards d'euros en 2022, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.



Safran est dans le top 30 des meilleurs employeurs mondiaux 2022 selon le magazine Forbes.



Safran Aerosystems est leader mondial des toboggans d'évacuation et des systèmes oxygène. La société est un acteur majeur dans les systèmes de sécurité et les systèmes de fluides pour les avions et les hélicoptères.

Mission description

As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region and will report to the Customer Support Director.

CSM's responsibilities can be breakdown into 3 missions:

? Be the voice of the customer

• Build strong relationships

• Share customer difficulties / expectations within Safran and act as the escalation point when normal flow does not satisfy

• Escalate issues to the appropriate level

? Manage customer contract

• Act as the focal point for contract questions ; ensure that we fulfill support requirements

• Manage contract application including performance claims

• Support cash collection effort as needed

• Ensure the required reporting/KPIs

? Accountable for customer satisfaction

• Act as a facilitator / coordinator/ point of escalation in the resolution of issues and ensure proper follow-up with customers

• Monitor Safran performance and identify contributors to low performance. Contribute to development of improvement plans in coordination with the concerned responsible parties, to improve customer satisfaction yielding positive results on Airframers Rating.

• Manage/coordinate dedicated improvement plans in collaboration with the Business Lines, Sales and APM (Airframer Program Manager)

• Organize regular reviews with customers and provide adequate reporting (spares delivery, repair Shop Processing time, in-service reliabilities, feedback on current issues, upcoming retrofits, technical action status…).