Customer Support Manager

SAFRAN AEROSYSTEMS SERVICES ASIA PTE. LTD. • D17 Changi, Loyang, SG

7 days ago

Job description

Roles & Responsibilities

Job Responsibilities

· Responsible for achieving customersatisfaction which is measured through Airframer & Internal Scorecards

· Building new and developing longlasting relationships with customers

· Operate as the focal point for anyand all matters specific to their customers

· Taking ownership of customersissues and following problems through to resolution

· Responsible for keeping accuraterecords and document customer support actions and discussions within CRMplatform

· Perform on-site customer meetingsas required ie Program Review Meetings (PRM), Technical Review Meeting (TRM),and Executive Review Meetings (ERM) etc.

· Generate post visit reports andmanage actions and commitments through to completion

· Generate Key PerformanceIndicators (KPI's)

· Analyze data to identify trendsand areas of improvements

· Serve as the focal for performanceclaims: coordinate with warranty teams to validate claim data, negotiatesettlement with customer, track claims

· Review, monitor and distributecustomer(s) backlog reports, taking actions to prevent late deliveries.

· Support SCS Finance department inthe recovery of late AR helping finance with the right POCs and addressingsystemic/ repetitive issues for corrective actions.

· Awareness of customers internalissues which may inadvertently effect the Safran Cabin Services business

· Feedback information to SafranCabin Service sales team on new sales opportunities and Program teams on atrisk parts: PMA, Owner Operator Parts

· Awareness of customer supportcontractual obligations either through the Airframer contracts or specificcontracts with a specific customer

· Support Field TechnicalRepresentatives performing cabin inspections and generating the associatedreports

· Provide level 1 & 2 technicalsupport using CMM’s & technical drawings data

· Support STC working parties asrequired, support Entry into service (EIS)for new aircraft types

· Being available in accordance withconstraints linked to aftermarket support domain.

· Must possess excellentinterpersonal and communication skills,management /leadership acumen

· Well organized / Good presentationskills / Good negotiating Skills / a very good level of diplomacy

Qualifications

· Education: Bachelor’s degree orrelated field/equivalent experience. Bachelor’s preferred

· Experience: Typically requires 6years of customer support and services experience in a commercial aerospaceenvironment required. Experience with lean principles and continuousimprovement. Proven ability to manage complex projects, Customer Requests orConcerns. Airline purchasing department experience advantageous yet notessential.

· Computer Skills: Proficient withMS Project, competent with MS Office programs

Other Skills: Excellent communication skills,both verbal and written. Ability to build and maintain effective relationships,leadership skills, organizational skills, ability to analyze & summarizeinformation, financial acumen.

Tell employers what skills you have

Written and Verbal Communication Abilities
Relationship Building
Leadership
Analyticalandresearch Skills
Extensive Work Experience
Customer Support
Solid Computer Skills
special skill
Financial Acumen
Airline Marketing
Programme Office
Project Management
Great communications skills
Lean and Continuous Improvement Methodologies
Manage Client Requirements
Education

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