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Customer Support Manager OAM

Company : Safran Aerosystems Services

Job field : Customer services and support

Location : Peachtree City , Georgia , United States

Contract type : Permanent

Contract duration : Full-time

Required degree : Bachelor's Degree

Required experience : More than 5 years

Professional status : Professional, Engineer & Manager

Spoken language(s) :

English Fluent

Salary range : commensurate with experience

\# 2025-158408

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Job Description

The Customer Support Manager OAM (Original Aircraft Manufacturer) plays a key role as the representative of SAO, maintaining a privileged relationship with the Airframer. The role acts as a focal point for the OAM in two primary capacities:

1. OAM as a customer: Responsible for supporting the OAM with spare parts and repair activities purchased for aftermarket support.

2. Fleet activities: Support the OAM's Supplier Management and Vendor Monitoring department, ensuring suppliers meet contractual obligations to their operators.

The Customer Support Manager is accountable for OAM customer satisfaction; they set the context and define actions necessary to ensure customer satisfaction and contract adherence. As the representative of the Customer Support Service (CSS), the CSM establishes strong relationships with clients, serves as the escalation point for customer issues, coordinates issue resolution, and conducts customer meetings like performance reviews. Building long-term relationships throughout the customer's organization is essential.

Internally, the manager collaborates closely with all departments involved in the contract and maintains strong relationships with the Programs and Sales Manager overseeing the account.

DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

The roles, duties, and responsibilities of the Customer Support Manager OAM are grouped into three main sections:

1. Customer Relationship and Operational Support:

• Serve as a facilitator and escalation point for problem resolution, supporting daily operations and maintaining open communication with customers.

• Monitor Safran's performance, identify issues, and coordinate improvement plans with relevant departments to enhance customer satisfaction.

• Organize regular customer reviews, providing detailed reports on delivery performance, in-service reliability, current issues, upcoming retrofits, and technical actions while managing issue escalation.

2. Contract and Performance Management:

• Oversee customer contracts, acting as the focal point for contractual queries, enforcing contract conditions, and facilitating reviews.

• Manage contracts strategically to ensure profitability while maintaining service quality, support debt collection efforts, and maintain necessary reporting and KPIs.

3. Fleet Support and Airframer Projects:

• Handle escalated customer topics through the Airframer and coordinate with Business Units to resolve operational issues.

• Produce and share KPIs related to fleet performance, ensuring responsive action and performance recovery.

• Coordinate Airframer rating projects and prepare for Airframer IP conferences in line with contractual requirements.

Job Requirements

a) Knowledge and skills

• Comprehensive understanding of the aeronautical environment, including the MRO market.

• Familiarity with Civil Aeronautic Regulatory environments.

• Financial acumen to develop and update business plans.

• Basic project management skills and ability to manage projects.

• Proficiency with Microsoft Office, ERP, and data mining software.

b) Competencies

• Team player with robust presentation, interpersonal communication, analytical, negotiation, and problem-solving skills.

• Self-motivated with the ability to work independently.

• Analytical thinking.

• Leadership qualities.

• Ability to establish easy relationships with colleagues and customers.

c) Education and/or experience

• Bachelor's degree in engineering or a relevant qualification

• Minimum of 5 ears in the aerospace or airline industry

d) Communication Skills

• Fluent in English.

• Strong oral & written communication skills essential for interaction with customers.

e) Physical Demands

• Must be available per constraints related to aftermarket support.

• Frequent business travel, both international and domestic, primarily to OEM sites, conferences, and symposiums.

But what else? (advantages, specific features, etc.)

Candidates for positions with SAU must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position. This description has been designed to indicate the general nature & level of work performed by an employee within this position. The actual duties, responsibilities & qualifications may vary based on assignment or group. All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail [email protected] . We will make a determination on your request for reasonable accommodation on a case-by-case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.

Company Information

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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.

Locate your future workplace

101, World Dr, Peachtree City, Fayette County,GA 30269

Peachtree City

Georgia United States

100,000

employees worldwide

27

Number of countries where Safran is located

35

business area families

+ Maps are available under theOpen Database Licence (https://opendatacommons.org/licenses/odbl/) .

+ © OpenStreetMap (https://www.openstreetmap.org/copyright) contributors.

+ © Safran

Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.