Location
36 Loyang Drive, Singapore 508949
Job Summary
The Customer Support Director (CSD) is responsible for overall regional customer support topics and acts as the second level escalation to all customer complaints; they are the customer advocate within Safran Cabin Services. The CSD shall ensure that the respective teams 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. The CSD will accompany their respective team members to on-site customer visits throughout their region of responsibility throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.
Responsibilities
- Oversees all aspects of the regional customer service experience and implements effective processes and procedures for Customer Support Managers to interact with customers.
- Responsible for achieving regional customer satisfaction which is measured through Airframer & Internal Scorecards.
- Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support.
- Ensures that the regional customer support team work in line with operational requirements with regards to order management to meet launch dates, quotes and invoices produced to meet sales targets.
- Adheres to and manages the approved regional departmental travel budget.
- Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team.
- Continually strives to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution.
- Building new and developing long lasting relationships with customers senior level management.
- Monitor the In-service issue records posted within the Rolling Action Item Lists (RAIL’s) on INSITE platform
- Accompany Support Managers on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
- Accountable for the region’s Key Performance Indicators (KPI's) and balanced scorecards.
- Analyze data to identify trends and areas of improvements.
- Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims.
- With the support of other departments, manages the regional customer interface for complaints or external quality escapes.
- Ensure post visit reports are generated with actions and commitments assigned through to completion.
- Support SCS Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.
- Customer support contract awareness.
- Provide level 1 & 2 technical support using CMM’s & technical drawings data.
- Any other duties as assigned.
Requirements
- Bachelor’s degree or related field/equivalent experience.
- At least 10 years of customer support, Sales and Management 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.
- Proficient with MS Project, competent with MS Office programs.
- 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.
- Traveling is required (up to 50%).
- Possess excellent interpersonal and communication skills, management /leadership acumen.
- Rigorous and well organized / Good presentation skills / Good negotiating Skills / A very good level of diplomacy.
- Protracted or irregular hours may be required.
- Relocation to another Safran facility may be required.
