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Key Account Representative

Job details

General information

Entity

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 Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.

Reference number

2025-169567

Job details

Domain

Programs / Customer Relations

Job field / Job profile

Sales / marketing - Sales

Job title

Key Account Representative

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

Summary of Job Purpose:

Manage and coordinate all of the customer support and service aspects of Safran Helicopter Engines USA's customers within a given Key Account. This customer-oriented role represents Safran Helicopter Engines USA, provides product and service information, resolves problems, handles email and phone calls with accuracy, efficiency, and ensures excellent service standards while maintaining high internal and external customer satisfaction.

The ideal candidate will provide customer support to the U.S. Government Customers and other assigned agencies. Primary duties and responsibilities include, but are not limited to the following:

• Act as a liaison between SafranHE USA and the customer in matters pertaining to contractual requirements

• Review and process daily customer requests for parts and/or services

• Process shipments per customers request and forward tracking and airway bill information

• Provide accurate and timely information to order status and product inquiries

• Maintain back order reports and work with Materials Management team to ensure on-time delivery

• Manage, induct, and track customer property through each phase of WIP, working closely with the customer and the MRO Shop to meet contract delivery schedule and customer requirements

• Prepare work orders and sales orders to facilitate customer sales and repair work

• Forecast, induct, manage and track customer property in WIP working closely with the customer and liaising with the shop to meet customer requirements

• Quote sales, exchanges, rentals and repairs in accordance with established department policies and procedures

• Provide regular status reports to customers as necessary

• Maintain contract deliverables; ensuring information is provided to the customer as agreed upon

• C

But what else? (advantages, specificities, etc.)

reate and maintain organized filing systems and electronic record keeping

• Work with Key Account Managers to execute the business plan to secure forecasted revenue goals

• Manage and maintain KPIs for respective key accounts

• Process invoices and send to the customer, working with the Finance team and the customer to resolve any discrepancies or disputes

• Resolve complaints by providing accurate and timely resolution to customer inquiries; escalating to management if necessary

• Ensure Field Service Representatives are kept abreast of any pertinent information that is exchanged with customers in relation to AOGs or impact to mission requirements

• Appropriately handle confidential and sensitive information

• Receive complaints and provide appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolution

• Provide timely feedback on service failures or customer concerns and use the Quick Response Quality Control (QRQC) board as a process improvement tool when necessary

• Assist department Vice President, Director, and Key Account Manager as directed

• Meet and/or exceed customer's expectations with a positive attitude

• Travel required

Candidate skills & requirements

Required Competencies; Education / Knowledge / Skills and Abilities:

• Bachelor's degree preferred

• 3 to 5 years of customer relations experience in aviation and/or training

• A strong background in logistics/scheduling and provisioning management is preferred

• Intermediate computer skills with knowledge in Microsoft Office: Outlook, Word, and Excel

• Knowledge in SAP preferred

• Ability to comprehend aviation Maintenance Manuals, Illustrated Parts Catalogs, and Tooling Catalog

• Ability to quickly learn and master new or unfamiliar software programs

• Ability to multi-task and manage priorities in a fast paced environment

• Must be able to pass government background check for receipt of Common Access Card (CAC)

Annual salary

TBD

Job location

Job location

North America, United States, Texas

City (-ies)

Grand Prairie

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 3 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

Yes