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Customer Service Manag...

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Customer Support Manager


CSM Responsabilities

CSM’s Roles, duties and responsibilities can be breakdown into 3 missions:

  1. Be the voice of the customer
  2. Manage customer contracts
  3. Be accountable for customer satisfaction

Scope of customers: Civil/military, airline/ integrator/BP/MRO

CSM is in charge of a customer’s/contracts/geographic area portfolio.

1. Be the voice of the customer

  • Build strong relationships
  • Share customer’s difficulties / expectations within Safran; and act as the escalation point when normal flow does not satisfy
  • Escalate issues to the appropriate level
  • Because escalations introduce interruption & demand re-prioritization, the CSM is expected to exercise mature, proper judgement aligning customer needs, Safran capabilities/resources & good business practices

2. Manage customer contract execution

  • The CSM acts as the focal point for contract questions / discussions once contract is signed. He or she ensures that we fulfill support requirements towards customers (either thru Airframer’s contracts or/and specific contracts set with a specific Customer)
  • Manage customers contract execution: Coordinates specific contract set-up at CSS, Ensure CSS fulfill support requirements, identify risks, monitor profitability, coordinate contracts clauses & remedies application if needed i.e. penalty claims linked with service level as per contractual obligations (Spare, Repairs, reliability) or ensures that remote inventory/loan are properly processed.
  • Ensure the required reporting/KPIs (Customer Dashboard, SF, KPI as per contract)

3. Accountable for customer satisfaction

  • Act as a facilitator / coordinator/ point of escalation in the resolution of issues and ensure proper follow-up with customers
  • Define the context and expected actions for ensuring customer satisfaction
  • Monitor Safran Aerosystems (SAO) performance and identify contributors to low performance. Contribute to development of improvement plans in coordination with the concerned departments and responsible parties, to improve customer satisfaction yielding positive results on satisfaction /Airframers Rating.
  • Lead the improvement plans to meet contractual commitments towards customer.
  • Organize regular reviews with customers such as performances reviews and provide adequate reporting (spares delivery, respect of repair Shop Processing time, in-service reliabilities, feedback on current issues, upcoming retrofits, technical action status…).

4. Other assignments

  • Attend specific trade shows as deemed necessary
  • Be in support of credit manager for cash collection effort as needed
  • Attend and support the sales team for the promotion of SAO products and services
  • CSM can be involved in internal consulting or various internal project (i.e. crisis anticipation, retrofit campaign, contract writing)
  • If the client’s request concerns a non-SAO product, the CSM must be able to assist or guide the customer toward resolution through the proper channels.

Skills & knowledge


  • Diploma/Degree in Engineering or related field
  • Experience : At least 5 years in aerospace /airline industry
  • General knowledge of aeronautical environment (stakeholders, MRO market),
  • General knowledge of Civil and Military Aeronautic Regulatory environment,
  • General knowledge of finance to build/update business plan
  • Project management basics / ability to manage project
  • Proficient in Microsoft Office and general knowledge of enterprise resource planning (ERP) software and datamining software.


  • Team player with strong presentation, interpersonal, communication, analytical, negotiation and problem solving skills
  • Self-motivated and able to work independently
  • Analytical mind
  • Leadership
  • Easy relationship with colleagues and customer


Recommended Skills

  • Aerospace Industries
  • Aerospace Manufacturing
  • Analytical
  • Business Ethics
  • Business Planning
  • Claim Processing
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