Customer support manager (h/f) (H/F)

À propos du poste

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 110 000 collaborateurs pour un chiffre d'affaires de 31,3 milliards d'euros en 2025, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.

Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2025 » du magazine TIME.

Rejoignez Safran Aerosystems : leader international dans la sécurité aéronautique, la gestion des fluides et du carburant. Notre force ? Innover pour la sécurité des vols (oxygène, évacuation, flottabilité) et piloter la transition vers une aviation décarbonée grâce aux carburants durables. 6 200 collaborateurs, 7 pays et un seul objectif : un ciel plus sûr.

Parce que nous sommes persuadés que chaque talent compte, nous valorisons et encourageons les candidatures de personnes en situation de handicap pour nos opportunités d'emploi.

Descriptif missionSummary of Duties:

o Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards

o Building new and developing long-lasting relationships with customers

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

o Taking ownership of customers issues and following problems through to resolution

o Responsible for keeping accurate records and documenting customer support actions and discussions within CRM platform

o Perform on-site customer meetings as required ie Program Review Meetings (PRM),

Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.

o Generate post visit reports and manage actions and commitments through to completion

o Generate Key Performance Indicators (KPI's)

o Analyze data to identify trends and areas of improvements

o Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims

o Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.

o Support SCS Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.

o Awareness of customers internal issues which may affect the Safran Cabin Services business

o Feedback information to Safran Cabin Service sales team on new sales opportunities and Program teams on at-risk parts: PMA, Owner Operator Parts

o Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer

o Support Field Technical Representatives performing cabin inspections and generating the associated reports

o Provide level 1 & 2 technical support using CMM's & technical drawings data

o Support STC working parties as required, support Entry into service (EIS) for new aircraft types

o Being available in accordance with constraints linked to aftermarket support domain