Customer Support Director F-H

Rocket Lab; Gonfreville-l'Orcher; Sur place; EUR 60 000 - 100 000; Plein temps

Résumé du poste

An established industry player is seeking a Customer Support Director to lead customer satisfaction initiatives and manage support activities. This role requires strong interpersonal skills and a technical background in the aerospace sector. You will be the voice of the customer, ensuring quality in services and contracts while building lasting relationships. If you are passionate about customer relations and thrive in a dynamic environment, this opportunity is perfect for you. Join a high-technology group and make a significant impact in the aviation and aerospace markets.

Qualifications

• 5+ years experience in customer support and aftermarket activities.
• Strong leadership qualities and excellent communication skills.

Responsabilités

• Manage customer support activities and ensure customer satisfaction.
• Build long-term relationships and coordinate customer satisfaction improvement plans.

Connaissances

Customer Relations

Interpersonal Skills

Leadership

Analytical Skills

Communication Skills

Formation

Master's Degree

Bachelor's Degree in Business, Engineering, or Marketing

Outils

Dynamics 365

Description du poste

Customer Support Director F/H

Published 04.29.2025

Company: Safran Nacelles

Job field: Sales & Marketing

Location: Gonfreville L'orcher, Normandie, France

Contract type: Permanent

Contract duration: Full-time

Required degree: Master Degree

Required experience: More than 5 years

Professional status: Professional, Engineer & Manager

# 2024-149774

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Job Description

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, experienced in customer relations, especially in the aerospace industry. A technical background and rapid adaptation to the product (Nacelles) is expected.

Main activities:

1. Manage Customer Support Activities
   • Manage the performance of support and services across all program axes or on a customer axis with a high-stakes scope
   • Representation of the Voice of Customer
   • Ensure the appropriate quality level in procedures
   • Drive and coordinate Support and Services Contracts activities to maintain SNA products in operational condition and meet contractual obligations
   • Provide timely reports on technical, commercial, spares, legal, financial, quality issues & maintenance planning
2. Prepare the Entry Into Service
   • Lead the EIS preparation for customers as per SNA milestones
   • Familiarize customers with SNA EIS processes
   • Manage and promote the IP Rec.
   • Maintain local relationships during the critical EIS phase
3. Manage the Services Contracts Activities
   • Ensure SNA can provide services as per signed contracts
   • Contribute to profitability reviews of PBH contracts
   • Identify commercial opportunities from customer feedback
   • Manage contract turnover and profitability
   • Organize contract reviews with customers
   • Ensure contractual obligations are respected
   • Follow-up on invoicing processes
   • Define and deploy processes for specific contract requirements
   • Perform risk analysis as necessary
4. Manage Customer Relationships
   • Build long-term relationships based on mutual confidence
   • Establish and maintain customer relationships, representing SNA
   • Coordinate customer satisfaction improvement plans
   • Organize SNA management meetings
   • Support Sales during service offer preparations
   • Involve in customer contract evolution under sales responsibility
5. Provide operational advice to customers
   • Conduct regular meetings with customers
   • Report potential issues to back-offices
   • Assist finance in dispute resolution

Complementary Skills

Ability to travel domestically and internationally (50%+). Experience supervising managers and managing multiple projects, resources, and means.

Job Requirements

• Bachelor's Degree in Business, Engineering, or Marketing from an accredited institution
• Experience in aerospace and airline industry
• Experience in customer support and aftermarket activities
• Proficiency with computer skills and Dynamics 365
• At least 5 years of related experience
• Strong leadership qualities
• Excellent verbal and written communication skills
• Ability to build and maintain effective relationships
• Organizational and analytical skills

Company Information

Safran is a high-technology group operating in aviation, defense, and space markets. With a global presence, 100,000 employees, and sales of 27.3 billion euros in 2024, Safran is a leader in its core markets. Safran Nacelles specializes in aircraft nacelles, offering innovative, lightweight, and environmentally friendly solutions.

Workplace Location

Route du pont VIII 76700, Gonfreville L'Orcher, Normandie, France