Customer Support Manager

Safran; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Safran Cabin Services in Singapore seeks an experienced Customer Support professional to drive customer satisfaction and maintain strong, long-lasting relationships with airframer clients. You will act as the main contact for all customer matters, owning issue resolution and coordinating with warranty and finance teams as needed.

The role requires on-site meetings (PRM, TRM, ERM) as necessary and meticulous record-keeping in the CRM system.

Qualifications

• 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.
• Proficiency with lean principles and continuous improvement; ability to manage complex projects and customer requests.

Responsibilities

• Responsible for achieving customer satisfaction as measured by Airframer & Internal Scorecards
• Building new and developing long-lasting relationships with customers
• Operate as the focal point for customer matters
• Taking ownership of customer issues and following through to resolution
• Maintain accurate records and document actions within CRM
• Perform on-site customer meetings (PRM, TRM, ERM) as required
• Generate post-visit reports and manage actions to completion
• Analyze data to identify trends and areas for improvement
• Coordinate with warranty teams for performance claims and settlements
• Review and monitor backlog reports to prevent late deliveries
• Support Finance in recovering late AR and addressing systemic issues
• Provide level 1 & 2 technical support using drawings data
• Support STC working parties and EIS for new aircraft types
• Be available in line with aftermarket support constraints
• Demonstrate excellent interpersonal and communication skills, leadership acumen
• Maintain organization, presentation, negotiation, and diplomacy skills

Skills

Customer support

Account management

Stakeholder management

Communication

Education

Bachelor's degree

Tools

MS Project

MS Office

Job description

• 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
• 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.