Senior Customer Support Manager at Safran

Safran; Dubai; On-site; AED 240,000 - 320,000; Full time

Job summary

Safran Aerosystems Services in Dubai seeks a Customer Support Manager to oversee contract execution and customer satisfaction. You will act as the customer’s voice internally, coordinate resolution, and maintain executive relationships across the account.

The role includes leading the local CSM team and collaboration with Sales and Finance. You will manage escalation, ensure timely reporting, and participate in reviews with customers to optimize performance, spares, and service levels.

Qualifications

• Diploma/Degree: Engineering or at least post graduate degree.
• Experience: Demonstrable aerospace/airline industry experience.
• Knowledge of aeronautical environment and regulatory context.
• Knowledge of finance to build/update business plans.
• Project management basics; ability to manage projects.
• Proficiency with MS Office and ERP/datamining tools.

Responsibilities

• Be the voice of the customer and build strong relationships; act as escalation point.
• Manage customer contract execution; ensure support requirements are fulfilled.
• Ensure customer satisfaction; monitor performance and drive improvements.
• Lead and develop the local CSM team in the Middle East; report to leadership.
• Attend trade shows and support sales for SAO product promotions.

Skills

Leadership

Team management

Communication

Negotiation

Problem solving

Independent work

Analytical mind

Presentation

Interpersonal skills

Relationship building

Education

Engineering degree

Tools

Microsoft Office

ERP software

Datamining software

Job description

Company : Safran Aerosystems Services

Job field : Customer services and support

Location : Dubai , United Arab Emirates

Contract type : Permanent

Contract duration : Full-time

Required degree : Master Degree

Required experience : More than 8 years

Professional status : Professional, Engineer & Manager

Spoken language(s) : English Fluent

Job Description

The Customer Support Manager (CSM) monitors the customer contract execution. The CSM is internally in CSS the voice of the Customer and is accountable for the customer satisfaction. Thus, the CSM is the representative of SAO and has a privileged relationship with the client. The CSM is the escalation point for the customer, coordinates issue resolution and meeting with customer such as performance review. CSM must build long-term relationships throughout the customer's organization. Internally the CSM should work closely with all departments involved in the contract and shall maintain strong relationship with the Sales Manager in charge of the account The Senior CSM will also have a management responsibility on the local CSM team based in the middle East.

Responsibilities

• 1. Be the voice of the customer Build strong relationships Share customer's difficulties / expectations within Safran; and act as the escalation point when normal flow does not satisfy Escalate issues to the appropriate level Because escalations introduce interruption & demand re-prioritisation, the CSM is expected to exercise mature, proper judgement aligning customer needs, Safran capabilities/resources & good business practices
• 2. Manage customer contract execution The CSM acts as the focal point for contract questions / discussions once contract is signed. this role will ensures that we fulfill support requirements towards customers (either through Airframer's contracts or/and specific contracts set with a specific Customer) Manage customers contract execution: Coordinates specific contract set-up at CSS, Ensure CSS fulfill support requirements, identify risks, monitor profitability, coordinate contracts clauses & remedies application if needed i.e. penalty claims linked with service level as per contractual obligations (Spare, Repairs, reliability) or ensures that remote inventory/loan are properly processed. Month to month contract profitability/margin monitoring Ensure the required reporting/KPIs (Customer Dashboard, SF, KPI as per contract)
• 3. Accountable for customer satisfaction Act as a facilitator / coordinator/ point of escalation in the resolution of issues and ensure proper follow-up with customers Define the context and expected actions for ensuring customer satisfaction Monitor Safran Aerosystems (SAO) performance and identify contributors to low performance. Contribute to development of improvement plans in coordination with the concerned departments and responsible parties, to improve customer satisfaction yielding positive results on satisfaction /Airframers Rating. Lead the improvement plans to meet contractual commitments towards customer. Organize regular reviews with customers such as performances reviews and provide adequate reporting (spares delivery, respect of repair Shop Processing time, in-service reliabilities, feedback on current issues, upcoming retrofits, technical action status…)
• 1. Manage the local CSM team Act as the proximity manager of the local CSM team based in the middle East Ensure human resources tasks and responsibilities towards the local CSM team according to Safran group processes. Be the first level of escalation of the CSM team. Participate to the steering committee of the shop management Ensure regular reporting to the shop manager and the Customer Support Director.
• 2. Other assignments Attend specific trade shows as deemed necessary Be in support of finance department for cash collection effort as needed Attend and support the sales team for the promotion of SAO products and services CSM can be involved in internal consulting or various internal project (i.e. crisis anticipation, retrofit campaign, contract writing) If the client's request concerns a non-SAO product, the CSM must be able to assist or guide the customer toward resolution through the proper channels.

Job Requirements

• Knowledge :
• Diploma/Degree : Engineering or at least post graduate degree
• Experience : Demonstrable experience working in aerospace /airline industry
• General knowledge of aeronautical environment (stakeholders, MRO market),
• General knowledge of Civil and Military Aeronautic Regulatory environment,
• General knowledge of finance to build/update business plan
• Project management basics / ability to manage project
• Proficient in Microsoft Office and general knowledge of enterprise resource planning (ERP) software and datamining software.
• Skills
• Management of local team
• Team player with strong presentation, interpersonal, communication, analytical, negotiation and problem solving skills
• Self-motivated and able to work independently
• Analytical mind
• Leadership
• Easy relationship with colleagues and customer

But what else? (advantages, specific features, etc.)

Company Information

Safran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated €31.3 billion in revenue in 2025. Safran holds, either independently or through partnerships, leading global or European positions in its markets. Safran was ranked second in the Aerospace & Defense sector in TIME magazine's ""World's Best Companies 2025"" ranking. Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety (oxygen systems, evacuation systems, flotation systems) and driving the transition toward decarbonized aviation through sustainable fuels. 6,200 employees, operations in 7 countries, and one shared objective: a safer sky.