Safran Jobs

Power Americas Customer service center Manager (OE/MRO)

Company : Safran Electrical & Power

Job field : Customer services and support

Location : Sarasota , Florida , United States

Contract type : Permanent

Contract duration : Full-time

Required degree : Bachelor's Degree

Required experience : More than 5 years

Salary range : NA

# 2024-141872

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Job Description

Primary Function: Coordinate across functional disciplines to achieve customer satisfaction (OE,Spares,MRO). Manage performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Lead Customer Service Reps in daily operations per company policy and procedures. The CSC Manager will also be in charge of helping to the standardization of processes thru the different CSC. The CSC manager reports directly to Kossi DJADJAGLO, Power Americas CEO and dotted line to Oliver Hebrard De Verinas, Customer service director.

Essential Job Functions:

• Lead and Develop a Customer Service team capable of providing one to one dedicated customer service relationships to contribute to customer satisfaction and enable the business to maximize all future business opportunities. Ensure the effective order management across the complete range of products and services (OE, Spares, MRO )

• Functions as liaison to for all customer service representatives in SRQ ensure customer inquiries are managed to the required TAT. 1 hr. 1st response and 24 hr. resolution

• Represents the voice of the customer: Provide high level customer support for issues that relate to production. Facilitates customer visits, Audits, Rate readiness reviews and other activities that require coordination with or across all value streams

• Monitor and ensure the demand plans are loaded by utilizing historical data, and sales projections / customer forecasts from cross-functional teams and highlight risks and opportunities

• Monitors the review of all incoming orders for customer requirements to ensure that the Customer Service Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.

• Manage with Finance the first level overdue process, through customer contact and escalate where necessary in a timely manner with the CSM team, in order to contribute to the achievement of overdue reduction targets.

• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers' needs.

• Provide and effective interface with the Product Support Management team and the Customer to resolve technical issues relating to parts interchangeability or MRO activity with regards to Operator in service product returns.

• Monitors order entry and and ensure quote entry are following the process and operating correctly and efficiently. Provide monthly updates (KPI's) on the health of the order to cash and quote deliver to customer on time. (OE TAT, QE TAT)

Complementary Description

• Ensure collaboration and communication with Program Management Organization

• Accountable for ensuring that the customer's supplier web-based purchasing systems' requirements are being fulfilled.

• Assesses after market team management and coordinates/support skills for inventory management, parts ordering, warranty, planning and sales.

• Supports the Export Control Officer to assure compliance with all export control regulations - ITAR.

• Coordinates and leads the internal activities of all departments involved in achieving customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between Safran and the customer. Represents Safran in delivering plant recovery plans.

• Coordinates with the Sales & Marketing Director and Value Stream Managers as the “Voice of the Customer” during negotiations regarding contract pricing, delivery, administrative requirements and conditions ensuring compliance with Safran's policies, terms and conditions from proposal through shipment.

• Accountable for Managing Customer Metrics – Collect, and maintain customer supplied performance. Insure that “go green” action item owners are assigned and on track to targeted close date.

• Represents the company at customer review meetings (on and potentially at off-site meetings).

Job Requirements

• Ability to make decision recommendations to the Sales & Marketing Director and Value Stream Managers based on detailed working knowledge of FAA requirements for repair and PMA purchases..

• Coordinates with the customer to determine all demand requirements and provides customer forecast to the Value Streams in support of plant SIOP.

• Coordinates with the appropriate Sales & Marketing Manager in support of the internal bid and proposal process for sustaining/contract renewal business opportunities

• Assesses current practices for continuous process improvements.

• Understands the need to manage to meet delivery, quality and budget objectives.

• Have an exceptional ability to stay organized while multi-tasking

• Other duties as assigned

Basic Qualifications:

• Bachelor's Degree in business or related field from an accredited institution.

• 5+ years of demonstrated customer service experience

• Demonstrated experience using computers and various software related programs in Program Management and Risk Management

• Competency in Microsoft applications including Word, Excel, and Outlook.

• Experience with ERP/MRP SAP

Knowledge/Skills

• Exceptional time management, facilitation and organizational skills

• Exceptional working knowledge of risk management, change management and performance evaluation processes

• Experience in manufacturing or repair service environment a plus

• Exceptional written/oral communication skills and global customer relationship management

• Attention to detail.

• Proven problem resolution skills and resourcefulness.

• Proven excellent reasoning and strong decision making skills.

• Exceptional ability to stay organized while multi-tasking.

• Highly resilient and strong influencer with the ability to drive a step change in approach to customer service within a fast paced environment with tight timescales

Supervisor Responsibilities:

Will supervise Customer Service Teams

Physical Demands:

This position sits and performs computer work for extended periods of time

Work Environment:

The work environment is an office setting with moderate office noise. Must be available for business travel as needed.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job posting does not constitute a written or implied contract of employment.

This position requires access to technologies and hardware subject to US national security based export control requirements. All applicants must be US Persons (8 USC 1324b(a)(3)), or otherwise authorized by the U.S. Government. No company sponsorship will be offered.

Specificity of the job

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. 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.

Safran Electrical and Power is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please call: 941-210-8648. We will decide on your request for reasonable accommodation on a case-by-case basis.

Locate your future workplace

2250 Whitfield Ave34243

Sarasota

Florida United States

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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.