Customer Support Manager

safran aerosystems services asia pte. ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

safran aerosystems services asia pte. ltd. is seeking an experienced customer support professional to manage key accounts, build strong relationships, and coordinate on-site program reviews. You will act as the primary contact for customers, drive issue resolution, and ensure timely communication.

The role involves working with warranty and finance teams on claims, KPIs, and data analysis to identify trends and improvements in service delivery.

Qualifications

• Bachelor's degree or equivalent; 6+ years in customer support/services in aerospace preferred.
• Experience managing complex projects or customer requests; lean/continuous improvement a plus.
• Proficient with MS Project and MS Office; strong verbal and written communication.

Responsibilities

• Achieve high customer satisfaction as measured by scorecards and feedback.
• Build and maintain long-lasting customer relationships and act as focal point for all issues.
• Take ownership of customer issues and drive resolution and actions.
• Record accurate customer interactions in the CRM and follow up on commitments.
• Conduct on-site meetings (PRM/TRM/ERM) as required and generate post-visit reports.
• Coordinate with warranty teams for performance claims and settlements, if needed.
• Monitor backlogs and prevent late deliveries; support finance in late AR recovery.

Skills

Account management

CRM systems

Interpersonal skills

Communication

Project coordination

Education

Bachelor's degree

Tools

MS Project

MS Office

Job description

Job Responsibilities

• ·Responsible for achieving customersatisfaction which is measured through Airframer & Internal Scorecards
• ·Building new and developing longlasting relationships with customers
• ·Operate as the focal point for anyand all matters specific to their customers
• ·Taking ownership of customersissues and following problems through to resolution
• ·Responsible for keeping accuraterecords and document customer support actions and discussions within CRMplatform
• ·Perform on-site customer meetingsas required ie Program Review Meetings (PRM), Technical Review Meeting (TRM),and Executive Review Meetings (ERM) etc.
• ·Generate post visit reports andmanage actions and commitments through to completion
• ·Generate Key PerformanceIndicators (KPI's)
• ·Analyze data to identify trendsand areas of improvements
• ·Serve as the focal for performanceclaims: coordinate with warranty teams to validate claim data, negotiatesettlement with customer, track claims
• ·Review, monitor and distributecustomer(s) backlog reports, taking actions to prevent late deliveries.
• ·Support SCS Finance department inthe recovery of late AR helping finance with the right POCs and addressingsystemic/ repetitive issues for corrective actions.
• ·Awareness of customers internalissues which may inadvertently effect the Safran Cabin Services business
• ·Feedback information to SafranCabin Service sales team on new sales opportunities and Program teams on atrisk parts: PMA, Owner Operator Parts
• ·Awareness of customer supportcontractual obligations either through the Airframer contracts or specificcontracts with a specific customer
• ·Support Field TechnicalRepresentatives performing cabin inspections and generating the associatedreports
• ·Provide level 1 & 2 technicalsupport using CMM’s & technical drawings data
• ·Support STC working parties asrequired, support Entry into service (EIS)for new aircraft types
• ·Being available in accordance withconstraints linked to aftermarket support domain.
• ·Must possess excellentinterpersonal and communication skills,management /leadership acumen
• ·Well organized / Good presentationskills / Good negotiating Skills / a very good level of diplomacy

Qualifications

• ·Education: Bachelor’s degree orrelated field/equivalent experience. Bachelor’s preferred
• ·Experience: Typically requires 6years of customer support and services experience in a commercial aerospaceenvironment required. Experience with lean principles and continuousimprovement. Proven ability to manage complex projects, Customer Requests orConcerns. Airline purchasing department experience advantageous yet notessential.
• ·Computer Skills: Proficient withMS 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 & summarizeinformation, financial acumen.