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AEROCONTACT · 2 weeks ago

Customer Support Manager (H/F) - SAFRAN HELICOPTER ENGINES USA, INC

Grand Prairie, TX

Full-time

Onsite

Senior Level

5+ years exp

AEROCONTACT is seeking a Customer Support Manager for Safran Helicopter Engines USA, INC, a leader in aerospace technology. The role involves developing strong customer relationships, promoting products and services, ensuring customer satisfaction, and managing sales activities.

Corporate TrainingRecruitingTraining

Responsibilities

Develop strong relationships with SafranHE USA customers in which the following can be accomplished: Promote and sell Safran HE products and services Develop customer loyalty Ensure customer satisfaction Provide accurate and timely reporting on SafranHE support, market indices and sales activities 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 to lead the SafranHE team's effort to meet customer expectations through 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 discount with the customer in accordance with SafranHE requirements Maintain and Report Customer Metrics (KPI's) as well as sales and account management Record all meaningful customer interactions and associated action items in SafranHE's FLY customer resource management tool. Ensure that the assigned customers in the CSM territory are denoted correctly in FLY 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 new, existing and potential SafranHE customers utilizing the Sales Support Kit and other SafranHE programs available. Track potential sales opportunities and report monthly on progress. Ensure all bill backs for the customers in the assigned territory are handled quickly and efficiently. Responsible for developing, maintaining, and tracking a travel budget relative to the territory assigned. Represent SafranHE in customer program reviews, key industry related conferences and interface meetings. Review solicitations, request for quotes, warranty and provisioning request and assure responses consistent with existing contract by supporting SafranHE team. Develop commercial proposals as requested by customer with support of corporate teams. Monitors and reviews production and MRO schedules to ensure contractual delivery schedules are met. Identify opportunities to develop new business with existing and potential Customers. Customer Service Managers will be required to report on their assigned territory on a quarterly basis. At a minimum, the CSM will demonstrate ample customer interaction based on site visits, email and telephone conversations. The subject of these interactions is to be reflected in FLY 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. Works with managers, Customer Service Representatives, Field Service Representatives and Service engineering to ensure customer s

Qualification

Customer support experienceContract negotiationKPI developmentAerospace industry knowledgeMicrosoft Office proficiencyLeadership skillsStrategic visionChange managementProblem anticipation

Required

Minimum five 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 ...) as well as customer satisfaction are well measured and driven to expectation

Capacity to develop action plans to meet KPIs target

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

Advanced Microsoft Office: Outlook, Word, Excel, PowerPoint