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CUSTOMER SUPPORT MANAGER

Company : Safran Landing Systems

Job field : Customer services and support

Location : Walton, Kentucky , Kentucky , United States

Contract type : Permanent

Contract duration : Full-time

Required degree : Bachelor's Degree

Required experience : More than 3 years

Professional status : Professional, Engineer & Manager

Salary range : Starting @ $90,000 annually

\# 2025-158799

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Job Description

The CSM provides a key role as the “Voice of the Customer” and in parallel represents company strategies and policies in front of the customer. The CSM's primary role is to actively monitor customers to ensure satisfaction within company targets, and when required, deploy improvement strategies and communications to recover customer satisfaction.

Job Location

This position supports the Americas Customer Support Region and is based at SAFRAN Landing Systems, Walton, KY.

JOB DESCRIPTION:

1. The CSM is responsible for managing customer satisfaction in line with company 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. Performance Improvement Plans linked with the CRM and/or Airframer Supplier Survey's

d. Customer visit management and communications

e. Customer intelligence reporting

f. Weekly regional highlight 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. Management of airline initial provisioning reviews

c. Support of regional MRO sales team on key sale strategies

8. The CSM shall plan and support back office and/or leadership joint visits with customers as required.

9. The CSM will need to maintain a level of working hours flexibility in order to manage regional time zone difference with European, or other SafranLS offices in the course of their daily duties

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.

Safran Landing Systems is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

Candidates for positions with Safran Landing Systems must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire.

Job Requirements

• Basic to moderate knowledge of SafranLS product portfolio

Landing Gear, Systems Equipment, and Wheels/Brake

• 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 self-manage and exercise initiative

• Sound written and verbal communications

• Multilingual communications skill preferred (Spanish, French, or Portuguese)

• Team player with problem resolution experience

• Ability to multitask

• FAA Airframe & Powerplant License or Airman's Certificate preferred, but not mandatory

• Military Occupational Specialties applicable to aviation maintenance and/or leadership

• Minimum- Three or more years' experience in Key Account Management and/or Field Service Management

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 Landing Systems is the world leader in aircraft landing and braking systems. Its expertise covers the entire life cycle of its products, from design and manufacturing to maintenance and repair. The company has partnerships with more than 25 airframers in civil, regional, commercial and military transport, supporting more than 35,000 aircraft and making over 100,000 landings every day

Locate your future workplace

Carbon Way, Comte de BooneKY 41094

Walton, Kentucky

Kentucky United States

100,000

employees worldwide

27

Number of countries where Safran is located

35

business area families

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+ © 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.