Customer Support Director F/H

The Customer Support Director is responsible for monitoring and 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.
This position requires a profile with very strong interpersonal skills.
Very good communicator, you are experienced in customer relations and in particular the world of companies aerial.
A technical background and rapid adaptation to the product (Nacelles) is expected.

Main activities:

1. Manage Customer Support Activities
   1. Manage the performance of support and services across all program axes or on a customer axis with a high-stakes scope.
   2. Representation of the Voice of Customer.
   3. Ensure the appropriate quality level in our procedures.
   4. Drive and coordinate the Support and Services Contracts activities of the Customer Team and back-office in order to maintain SNA products in operational condition and ensure the respect of our contractual obligations towards customer.
   5. Ensure timely reports on technical, commercial, spares, legal, financial, quality issues & maintenance planning, including operational data to update Fleet Data Center.
2. Prepare the Entry Into Service
   1. Lead the EIS preparation to the Customers as per formal SNA milestones.
   2. Familiarization of the Customers with SNA EIS processes.
   3. Manage and promote the IP Rec.
   4. Ensuring a local relationship during the critical EIS phase.
3. Manage the Services Contracts Activities
   1. Ensure the ability of SNA to provide the Service as per signed contract.
   2. Contribute to annual profitability study review for PBH contracts.
   3. Identify commercial opportunities further to customer feedback.
   4. Manage Contract Turnover and profitability as per profitability study.
   5. Organize contract review with customer.
   6. Make sure all contractual obligations are respected by SNA and the Customer.
   7. Follow-up invoicing process.
   8. Define and deploy process for specific contract requirements.
   9. Perform risk analysis as necessary.
4. Manage the Customers relationship
   1. Lead long-term relationship with the Customers based on mutual confidence.
   2. Establish and maintain Customer relationship and represent SNA.
   3. Coordination of Satisfaction improvement plan with the Customers.
   4. Organize SNA management venue.
   5. Bring support to Sales Director during Service offers preparation.
   6. Involvement in Customer Contract evolution under Sales Direction responsibility.
5. Bring advice in day-to-day Customers operations in order to avoid any potential disruptions due to SNA equipment
   1. Regular meetings with Customers.
   2. Report any potential problem seen on wing or before/after SB implementation to back-offices.
   3. Help the SNA finance department to recover the unpaid invoice or to clarify the dispute.
6. Render the necessary assistance towards the

Ability to travel for domestic and overseas business (50%+). Supervise hierarchical managers, and/or ensure the coordination and management of multiple projects, resources and means.

Minimum Requirements:

• Bachelor's Degree in Relevant area (Business/Engineering & Marketing) from an accredited institution.
• Aerospace and Airline industry experience.
• Experience in customer support and aftermarket activities.
• Good computer skills and the Dynamics 365 tool.
• 5 years of related experience.
• Strong leadership.

Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information.