Job description

1. The CSM is responsible for managing customer satisfaction in line with SafranLS 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 Supply 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. System Equipment upgrades and provisioning campaigns
c. Management of airline initial provisioning reviews
d. 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

Complementary description

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. Visa sponsorship is not available for this position.
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 Landing Systems 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 e-mail jeremy.dees@safrangroup.com or call: 859-817-2910. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

Job requirements

• Basic to moderate knowledge of SafranLS product portfolio

• 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 exercise initiative
• Sound written and verbal communications
• Multilingual communications skill preferred, but not mandatory (Spanish or French)
• Team player with problem resolution experience
• Ability to multitask