Customer Support Operations Manager

CUSTOMER SUPPORT MANAGER 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 : 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. This position supports the Americas Customer Support Region and is based at SAFRAN Landing Systems, Walton, KY. The CSM is responsible for managing customer satisfaction in line with company objectives for OEM products and services. Customers are defined as operators, region Airframer offices, MRO's and leasing companies. The CSM establishes and maintains a direct link with customers to actively manage satisfaction. The CSM is required to maintain a visit schedule with customers as defined by the region leader. The CSM is responsible to manage core customer parameters consisting of:- Customer Satisfaction Customer Request Management “CRM” Performance Improvement Plans linked with the CRM and/or Airframer Supplier Survey's Customer visit management and communications Customer intelligence reporting 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: Identify and maintain a list of open and completed actions by customer Interface across SAFRAN LS back office to identify and collaborate on action priorities and delivery dates, which are then communicated to customers. The CSM is responsible for Identifying and proactively supporting marketing opportunities with the relevant SafranLS commercial teams: Management of airline initial provisioning reviews Support of regional MRO sales team on key sale strategies The CSM shall plan and support back office and/or leadership joint visits with customers as required. 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 Safran Landing Systems is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Landing Gear, Systems Equipment, and Wheels/Brake • Experience with CRM systems • Advanced experience with Key Account Mgt techniques • Ability to self-manage and exercise initiative • Multilingual communications skill preferred (Spanish, French, or Portuguese) • FAA Airframe & Powerplant License or Airman's Certificate preferred, but not mandatory • Minimum- Three or more years' experience in Key Account Management and/or Field Service Management 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 employees worldwide