Job description
Work Schedule: Five 8's schedule
Summary/Objective
The Customer Support Director is responsible for ensuring customer satisfaction to the best of Safran Nacelles' economical interest. Be the interface between the end-user customer (airlines, MRO) and the back-office organization. Be the voice of the customer internally and represents Safran Nacelles in front of the customers.
Essential Functions/Responsibilities
- Build and grow relationships with customers
- Visit customers on a regular basis & issue a post-visit report
- Maintain and present up-to-date dashboards per customer
- Work in close collaboration with Field Service Representative and Sales Director in order to satisfy customer needs.
- Monitor and report customer satisfaction on a monthly basis
- Propose and lead actions to improve customer satisfaction and/or perception of support provided
- Drive the Entry Into Service (EIS) process at the customer in order to ensure a smooth EIS
- Ensure that customers know about Safran Nacelles contractual obligations and limitations
- Anticipate problems and work towards successful and quick resolution
- Inform back-office and upper management of any customer issues
- Administrate contractual requirements as needed
- Assist in recovering past due payments
- Actively participate in the deployment of services actions
- Create periodic summary reports on each customer
- Actively participate in the customer team meetings and in any other meetings, as needed
Relocation
N/A as remote work location available
Complementary description
Office Location: N/A - Remote – need to be close to an international airport.
Preferred Time Zones:
Eastern or Central
Job requirements
- Positive attitude with a customer service spirit and a can-do attitude
- Ability to efficiently manage multiple tasks in a fast-paced environment
- Demonstrate initiative and ownership of projects. Strong organizational and analytical skills and attention to detail
- Self-motivated and proactive.
- Analytical and problem-solving skills.
- Proficiency in Microsoft Office suite (Word, Excel, PowerPoint)
- French or Spanish language (spoken & written) a plus but not required
Education/Certifications
Minimum: BA/BS in Business Administration or equivalent.
Preferred: MBA in Business Administration
Experience
Required: Minimum of 3 years experience in a customer facing role in aviation industry.
Preferred: 10 years experience in a customer facing role in aviation industry.
Specificity of the job
Travel, national and international, up to 40% of time.
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 76,800 employees and sales of 15,3 billion euros in 2021 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran was ranked as the world's third best employer in its sector by Forbes magazine in 2021.
Bachelor's Degree
More than 3 years
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