Customer Support Manager (Safran Aerosystems)

Role Summary

The Customer Support Manager (CSM) is responsible for overseeing the execution of customer contracts. Within the Customer Support Services (CSS) organization, the CSM acts as the voice of the customer and is accountable for ensuring customer satisfaction. Serving as the official representative of Safran Aerosystems(SAO), the CSM maintains a privileged relationship with the client.

As the escalation point for customer issues, the CSM coordinates the resolution of problems and organizes meetings with the customer, such as performance reviews. Their role requires them to build and nurture long-term relationships across the customer’s organization.

Internally, the CSM collaborates closely with all departments involved in the contract, spares & repair management and maintains a strong partnership with the Sales Manager responsible for the account.

Key Responsibilities

The CSM’s roles and responsibilities are divided into three main missions:

1. Act as the Voice of the Customer

• Develop and maintain strong relationships with customers.
• Communicate customer challenges and expectations within Safran, serving as the escalation point when standard processes do not meet customer needs.
• Escalate issues to the appropriate level with sound judgment, balancing customer needs, organizational capabilities, and business best practices.

2. Manage Customer Contract Execution

• Serve as the main point of contact for all contract-related queries and discussions following contract signature.
• Ensure fulfillment of contractual support requirements, whether linked to airframer or specific customer agreements.
• Coordinate contract setup within CSS, manage execution, identify risks, monitor profitability, and apply contractual clauses and remedies when necessary (e.g., penalty claims, management of spare parts, repairs, reliability, remote inventory/loans).
• Oversee required reporting and Key Performance Indicators (KPIs), such as Customer Dashboards and contract-specific metrics.

3. Be Accountable for Customer Satisfaction

• Act as facilitator, coordinator, and escalation point to ensure timely and effective issue resolution.
• Define and implement actions to maintain high customer satisfaction.
• Monitor Safran Aerosystems(SAO) performance, identify areas requiring improvement, and lead the development and execution of improvement plans in collaboration with relevant departments.
• Organize regular customer meetings such as performance reviews and provide accurate reporting on key topics (spares delivery, repair turnaround time, reliability, technical actions, retrofits, etc.).

Other Responsibilities

• Represent Safran Aerosystems(SAO) at relevant trade shows as required.
• Support credit management teams in cash collection efforts when necessary.
• Assist sales teams in promoting Safran Aerosystems(SAO) products and services.
• Participate in internal projects, such as crisis anticipation, retrofit campaigns, and contract development.
• Provide guidance to customers on non-SAO products, ensuring they are directed to appropriate support channels.

Scope of Customers

• Commercial & general aviation, including airlines, integrators, business partners (BPs), and Maintenance, Repair & Overhaul (MRO) organizations.
• Responsible for managing a portfolio of customers, contracts, or specific geographic areas.

Skills & Knowledge

Education & Experience

• Engineering degree or equivalent postgraduate qualification.
• Minimum five years’ experience in the aerospace or airline industry.

Technical Knowledge

• Solid understanding of the aeronautical environment, including market stakeholders and the MRO segment.
• Familiarity with civil and military aviation regulatory environments.
• Basic financial knowledge for business plan development and analysis.
• Project management fundamentals, with the ability to lead projects.
• Proficiency in Microsoft Office; basic knowledge of ERP, Power BI and salesforce.

Interpersonal Skills

• Fluent in English.
• Strong presentation, communication, negotiation, and problem-solving skills.
• Team player with leadership capability.
• Proven ability to build effective relationships with colleagues and clients.
• Self-motivated with an analytical mindset and the ability to work independently.