Job description
Job description
General Information:
The CSM provides a key role as the “Voice of the Customer” within SafranLS and in parallel represents SafranLS strategies and policies in front of the customer. The CSM's primary role is to actively monitor customers to ensure satisfaction is maintained within SafranLS targets and when required, deploy improvement strategies and communications to recover customer satisfaction.
Complementary description
JOB DESCRIPTION:
1. The CSM is responsible for managing customer satisfaction in line with SafranLS objectives for OEM products and services.
2. Customers are defined as operators, region Airframer offices, MRO's and leasing companies.
3. The CSM establishes and maintains a direct link with customers to actively manage satisfaction.
4. The CSM is required to maintain a visit schedule with customers as defined by the region leader.
5. The CSM is responsible to manage core customer parameters consisting of:-
a. Customer Satisfaction
b. Customer Request Management “CRM”
c. Solutions to CRM requests
d. Customer visit management and communications
e. Customer visit and intelligence reporting
f. Weekly regional highlight reporting
g. SAFRAN LS product reliability reporting
6. The CSM shall take ownership of key action management in front of customers to ensure deadlines are agreed and supported. As such the CSM is accountable to:
a. Identify and maintain a list of open and completed actions by customer
b. Interface across SAFRAN LS back office to identify and collaborate on action priorities and delivery dates, which are then communicated to customers.
c. Escalate any stalled actions in a timely fashion to the region leader.
7. The CSM is responsible for Identifying and proactively supporting marketing opportunities with the relevant SafranLS commercial teams:
a. Landing Gear sales/services
b. System Equipment upgrades and provisioning campai
Job requirements
- Basic to moderate knowledge of SafranLS product portfolio
- Ability to interface with SAFRAN LS MRO teams for landing gear and wheels/brakes
- Basic to moderate knowledge of SafranLS tech pub's and CMM's
- Experience with CRM systems
- Advanced experience with MS Outlook
- Advanced experience with Key Account Mgt techniques
- Ability to meet timelines
- Ability to exercise initiative
- Sound written and verbal communications
- Multilingual communications skill preferred, but not mandatory (Spanish, French)
- Team player with problem resolution experience
- Ability to multitask
Specificity of the job
This position requires routine travel within the Americas region (approx. 50%) with occasional international travel.
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 76,800 employees and sales of 15,3 billion euros in 2021 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran was ranked as the world's third best employer in its sector by Forbes magazine in 2021.
Safran Landing Systems is the world leader in aircraft landing and braking systems. The company has partnerships with 20 airframers in civil, regional, commercial and military transport, and supports 27,000 aircraft.
Bachelor's Degree
More than 3 years
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