Customer Support Manager (H/F)

SAFRAN AEROSYSTEMS SERVICES MIDDLE EAST DWV LLC; Dubai; On-site; AED 290,000 - 460,000; Full time

Job summary

Safran Aerosystems in the United Arab Emirates seeks a Senior Customer Support Manager to drive customer satisfaction and relationships across the aerospace sector. You will act as the primary contact for key accounts, coordinate with warranty and finance teams, and lead on-site meetings and post-visit actions.

The role requires strong communication, project management, and analytical skills, with a background in aerospace customer services and a Bachelor’s degree.

Qualifications

• Bachelor's degree or equivalent; preferred in a related field.
• Minimum 6 years in customer support/services in aerospace.
• Proven ability to manage complex projects and cross-functional teams.

Responsibilities

• Achieve customer satisfaction measured through scorecards.
• Build and nurture long-lasting customer relationships.
• Serve as focal point for all customer matters.
• Own customer issues and drive resolution.
• Maintain accurate records of support actions in CRM.
• Conduct on-site customer meetings (PRM/TRM/ERM).
• Generate post-visit reports and close actions.
• Create and monitor KPIs.
• Analyze data to identify trends and improvements.
• Coordinate with warranty teams to validate and settle claims.
• Review backlog reports and prevent late deliveries.
• Support Finance in late AR recovery with proper contacts.
• Be aware of internal issues affecting Cabin Services.
• Provide feedback to sales on new opportunities.
• Monitor contractual obligations with Airframer or specific contracts.
• Support Field Technical Reps during inspections and reports.
• Provide Level 1 & 2 technical support using drawings.
• Support STCs and EIS for new aircraft types.
• Be available within aftermarket support constraints.

Skills

Customer relationship management

Leadership

Project management

Analytical skills

Financial acumen

Communication skills

MS Project

MS Office

Education

Bachelor's degree

Tools

MS Project

MS Office

Job description

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. 6200 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 mission

Summary of Duties:

• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
• Building new and developing long-lasting relationships with customers
• Operate as the focal point for all matters specific to their customers
• Taking ownership of customers issues and following problems through to resolution
• Responsible for keeping accurate records and documenting customer support actions and discussions within CRM platform
• Perform on-site customer meetings as required ie Program Review Meetings (PRM),
• Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
• Generate post visit reports and manage actions and commitments through to completion
• Generate Key Performance Indicators (KPI's)
• Analyze data to identify trends and areas of improvements
• Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims
• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
• Support SCS Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
• Awareness of customers internal issues which may affect the Safran Cabin Services business
• Feedback information to Safran Cabin Service sales team on new sales opportunities and Program teams on at-risk parts: PMA, Owner Operator Parts
• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer
• Support Field Technical Representatives performing cabin inspections and generating the associated reports
• Provide level 1 & 2 technical support using CMM's & technical drawings data
• Support STC working parties as required, support Entry into service (EIS) for new aircraft types
• Being available in accordance with constraints linked to aftermarket support domain

Education:

Bachelor's degree or related field/equivalent experience. Bachelor's preferred

Experience:

Typically requires 6 years of customer support and services experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Proven ability to manage complex projects, Customer Requests or Concerns. Airline purchasing department experience is advantageous yet not essential.

Computer Skills:

Proficient with MS Project, competent with MS Office programs

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, financial acumen.