Customer Support Manager Indianapolis Or New England Area Featured
- Garden Grove, California
- Job ID
- DCIS - 12659
Customer Support Manager Indianapolis Or New England Area job at Zodiac Aerospace in Garden Grove CA
Description, duties, responsibilities
Zodiac Aerospace is a world leader in aerospace equipment and systems for commercial regional and business aircraft and for helicopters and spacecraft. It develops and manufactures state-of-the-art solutions to improve comfort and facilities on board aircraft and high-technology systems to increase aircraft performance and flight safety. Zodiac Aerospace has 32500 employees worldwide and generated revenue of 5.1billion euros for its fiscal year ended August 31 2017. Zodiac Aerospace is listed on the Euronext Paris stock exchange.
For more information: www.zodiacaerospace.com at http://www.zodiacaerospace.com/
CSMs are responsible for overall customer relations they act as the customer advocate within Safran Cabin Services to insure quick resolution of any technical issues Insure good spares management through backlog alignment and escalation of spares issues Insure good repairs management through backlog alignment and escalation of any issues and look for business opportunities.
The Customer support manager will need to perform on-site customer visits facilities throughout North and South America Europe Middle East Africa Asia Pacific as applicable.
-one CSM to sit on-site with a customer in Indianapolis
-one "remote" CSM to work remotely while supporting mulitple customers in New England/Eastern Canada
Summary of Duties:
+ Responsible for achieving customer satisfaction which is measured through Airframer and Internal Scorecards
+ Building new and developing long lasting relationships with customers
+ Operate as the focal point for any and all matters specific to their customers
+ Taking ownership of customers issues and following problems through to resolution
+ Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform
+ Perform on-site customer meetings as required ie Program Review Meetings (PRM) Technical Review Meeting (TRM) Executive Review Meetings (ERM) etc.
+ Generate Key Performance Indicators (KPI’s)
+ Analyse data to identify trends and areas of improvements
+ Serve as the focal for performance claims: coordinate with spares and repair teams to validate claim data negotiate settlement with the customer track claims
+ Generate post visit reports and manage actions and commitments thru to completion
+ Review monitor and distribute customers backlog reports taking actions to prevent late deliveries.
+ Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested helping Finance with the right POCs raising visibility to customers management addressing systemic/ repetitive issues for corrective actions.
+ Awareness of customers internal issues which may inadvertently effect the Safran Cabin Services business
+ Feedback information to Safran Cabin Service sales team on new sales opportunities
+ Feedback information to Safran Cabin Service program team on at risk parts: PMA Owner Operator Parts
+ Manage CPO Program: Performance to CPO ensruring customer meets program requirements
+ Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with set with a specific customer
+ Support Field Technical Representatives (FTR) performing cabin inspections and generating the associated reports
+ Promote spare sales
+ Provide level 1 and 2 technical support to the FTR’s and airlines.
+ Support STC working parties as required
+ Support Entry Into Service (EIS) for new aircraft types
+ Support Aircraft OEM meetings as and when required required
Education: Bachelor’s degree preferred or equivalent years of experience
Experience: Typically requires 6 years of Sales and Management experience in a commercial aerospace environment required. Basic Knowledge of Sales management methodologies proven ability to manage complex projects and Customer Requests or Concerns.
Computer Skills: Proficient with MS Project competent with MS Office programs.
Other Skills: Excellent communication skills both verbal and written. Ability to build and maintain effective relationships leadership skills organizational skills ability to analyze and summarize information financial acumen.
Equal Employment Opportunity and Affirmative Action Statement
It is the policy of Zodiac Aerospace to provide equal employment opportunity to all individuals regardless of their race color religion sex sexual preference gender identity pregnancy age national origin disability military or veteran status citizenship status genetics or any other characteristic protected by applicable federal state and local laws. We are strongly committed to this policy and believe in the concept and spirit of the law.
If you are applying for a job in the United States and need a reasonable accommodation for any part of the employment process please email our Human Resources Department at email@example.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
ID: DCIS - 12659
Zodiac Aerospace Company Overview
You experience Zodiac Aerospace each time you step aboard an aircraft. You experience Zodiac Aerospace each time you step aboard an aircraft. We design and manufacture products for your comfort and your safety. Our inventions are everywhere: economy, business and first class seats, food & beverage trolleys, oxygen masks, evacuation slides, inflight entertainment systems, VIP interiors, avionics systems (electrical, fuel etc.) and so much more! By joining us, you become part of a world leader in aviation, and provide the travelers of the world with an award winning and safe environment. At Zodiac Aerospace, you will have the opportunity to contribute your talents within a market leader who is constantly evolving toward operational excellence. Whether you work in Asia, Africa, the Americas or Europe, you will find Zodiac Aerospace embodies respect, humility, realism and an entrepreneurship spirit. These values shapes our culture and guide all our actions and decisions. Are you someone who thrives on pioneering change and making a difference? Then be part of the change and join us. We look forward to welcoming you aboard. Zodiac Aerospace, SHARE THE ADVENTURE & SHAPE THE FUTURE.