Customer Support Director H / F

Customer Support Director (CSD) Europe is responsible for overall customer relations in their respective region by providing leadership and direction as they act as the customer escalation advocate within Safran Cabin Services Division. This position will manage and lead a team of professionals that have direct contact with the customer, to ensure a satisfactory conclusion in a timely manner and with a focus on customer satisfaction. CSD's ensure their respective teams both monitor and measure spare and repair management through backlog alignment, identify support solutions to prevent delays in shipping of goods. The CSD is responsible for managing customer satisfaction by means of internal and external performance scorecards and indicators. CSD will accompany their respective team members to on-site customer visits throughout their region of responsibility throughout Europe. CSD has budgetary responsibility associated to their regional travel costs. CSD typically reports to the VP of Customer Support.

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

Experience: Typically requires 10 years of customer support & services management and some sales experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Basic knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns. Management within an airline spares department advantageous.

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. Skilled in problem solving and resolution is necessary to defuse situations with internal and external customers and maintain mutually beneficial customer relations.

Responsibilities:

1. Oversees all aspects of the regional customer support experience and implements effective processes and procedures for Customer Support Managers to interact with customers.
2. Provide the team support with direction of the group's overall continuous improvement.
3. Responsible as the first point of escalation from Senior CSM and CSM (when applicable).
4. Responsible for achieving regional customer satisfaction which is measured through Airframer & Internal Scorecards.
5. Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support.
6. Responsible for identifying training and when appropriate delivering training to ensure CSM's have the correct tools to attain customer satisfaction.
7. Adheres to and manages the approved regional departmental travel budget.
8. Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team.
9. Continually strives to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution.
10. Building new and developing long lasting relationships with customer senior level management.
11. Monitor the In-service issue records posted within the Rolling Action Item Lists (RAIL's) on INSITE platform.
12. Accompany Support Managers on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meeting.