Safran Helicopter Engines
Management | Grand Prairie Texas, USA
Job Requirements
Bachelor's degree (B.A or B.S) preferred. Minimum five to seven years' experience directly related to customer support preferably in aerospace products and services. Strong leadership and initiative. Culture of change and continuous improvement. Capacity to negotiate in a very sensitive environment with multiple decision-makers. Strategic vision on how to impact relationship and customer satisfaction. Ability to develop meaningful scorecards / KPIs to ensure that performance (financial, support hellip;), as well as customer satisfaction, are well measured and driven to expectation. Capacity to develop action plans to meet KPIs targets. Ability to anticipate and react to potential issues in a timely manner and develop needed action plans through the complete Safran community. Advanced Professional - Knowledge of professional practices, sources of information, and rules and regulations can be applied immediately. Experience in contract negotiation and contract management would be appreciated. Advanced ndash; Microsoft Office: Outlook, Word, Excel, PowerPoint
Job Description
The selected candidate for this role can be located EITHER in Grand Prairie, TX, or Denver, CO
Reporting to the VP, Commercial Business, the Customer Support Manager (CSM) is responsible for the development and implementation of the Safran Helicopter Engine (SafranHE USA) strategy for selected key accounts within their area of responsibility. This role requires a very close working relationship with the assigned key accounts as well as within the commercial business organization to realize financial and production goals. The Customer Support Manager is part of a team that is dedicated to ensuring the highest levels of customer satisfaction.Job Duties:
Develop strong relationships with assigned accounts in which the following can be accomplished:
Build trust and confidence in the services provided by Safran HE USA
Accurately communicating the customer’s strategic and tactical plans
Facilitate information flows between organizations Promote SafranHE sales and manage customer receipts (Cash, Account Receivable)
A clear understanding of customer’s short and long-term business strategy
Works via a team atmosphere with managers, Customer Service Representatives (CSR), Field Service Representatives (FSR), and Service Engineering to ensure customer satisfaction.
Acts as lead liaison for the customers, coordinating with internal SafranHE teams and other Safran teams to support customers as well as contract requirements (when applicable)
Responsible for leading the SafranHE team’s effort to meet customer expectations through the development and leadership of action plans.
Provide follow-up to customer questions and concerns, preferably anticipate them, and manage the fulfillment of SafranHE/Customer respective and agreed commitments.
Negotiate, manage, record, and track commercial gestures and discounts with the customer in accordance with SafranHE requirements
Maintain and Report Customer Metrics (KPIs) as well as sales and account management
Record all meaningful customer interactions and associated action items in
SafranHE’s NOMAD customer resource management tool. Ensure that the assigned customers are denoted correctly in NOMAD and that the data is reviewed quarterly for correctness based on customer activity, fleet changes, and personnel changes.
Promote and sell SafranHE products and services to key accounts, where applicable utilizing the Sales Support Kit and other SafranHE programs available.
Track potential sales opportunities and report monthly on progress.
Ensure all billbacks for the customers are handled quickly and efficiently.
Represent SafranHE in customer program reviews, key industry-related conferences, and interface meetings.
Review solicitations, requests for quotes, warranty, and provisioning requests and ensure responses consistent with existing contracts by supporting the SafranHE team.
Develop commercial proposals as requested by customers with the support of corporate teams.
Monitors and reviews production and MRO schedules to ensure contractual delivery schedules are met.
Customer Support Managers will be required to report on their assigned key accounts on a monthly/quarterly basis. At a minimum, the CSM will demonstrate ample customer interaction based on on-site visits, email, and telephone conversations. The subject of these interactions is to be reflected in NOMAD reports, sales activity reports, and financial data regarding the customer’s activity with SafranHE. A large part of the CSM’s yearly performance will be based on the deliverables presented quarterly.
Monitors his KPI, NOMAD reporting metrics, and financial impacts on his customers to ensure customer satisfaction and loyalty
Optimal business productivity and success