The Customer Support Director is responsible for monitoring and ensuring customer satisfaction to the best of Safran Nacelles' economical interest. Be the interface between the end-user customer (airlines, MRO) and the back-office organization. Be the voice of the customer internally and represents Safran Nacelles in front of the customers.
This position requires a profile with very strong interpersonal skills.
Very good communicator, you are experienced in customer relations and in particular the world of companies aerial.
A technical background and rapid adaptation to the product (Nacelles) is expected.

Main activities:

1. Manage Customer Support Activities
-Manage the performance of support and services across all program axes or on a customer axis with a high-stakes scope
- Representation of the Voice of Customer
- Ensure the appropriate quality level in our procedures.
- Drive and coordinate the Support and Services Contracts activities of the Customer Team and back-office in order to maintain SNA products in operational condition and ensure the respect of our contractual obligations towards customer.
- Ensure timely reports on technical, commercial, spares, legal, financial, quality issues & maintenance planning, including operational data to update Fleet Data Center.

2. Prepare the Entry Into Service
- Lead the EIS preparation to the Customers as per formal SNA milestones
- Familiarization of the Customers with SNA EIS processes.
- Manage and promote the IP Rec.
- Ensuring a local relationship during the critical EIS phase.

3. Manage the Services Contracts Activities
- Ensure the ability of SNA to provide the Service as per signed contract.
- Contribute to annual profitability study review for PBH contracts.
- Identify commercial opportunities further to customer feedback.
- Manage Contract Turnover and profitability as per profitability study.
- Organize contract review with customer
- Make sure all contractual obligations are respected by SNA and the Customer.
- Follow-up invoicing process
- Define and deploy process for specific contract requirements.
- Perform risk analysis as necessary.

4. Manage the Customers relationship
- Lead long-term relationship with the Customers based on mutual confidence.
- Establish and maintain Customer relationship and represent SNA
- Coordination of Satisfaction improvement plan with the Customers.
- Organize SNA management venue
- Bring support to Sales Director during Service offers preparation.
- Involvement in Customer Contract evolution under Sales Direction responsibility.

5. Bring advice in day-to-day Customers operations in order to avoid any potential disruptions due to SNA equipment
- Regular meetings with Customers
- Report any potential problem seen on wing or before/after SB implementation to back-offices.
- Help the SNA finance department to recover the unpaid invoice or to clarify the dispute.

6. Render the necessary assistance towards the

• Bachelor's Degree in Relevant area (Business/Engineering & Marketing) from an accredited institution.
• Aerospace and Airline industry experience
• Experience in customer support and aftermarket activities
.good computer skills and the dynamics 365 tool
• 5 years of related experience.
• Strong leadership

Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information.