In line with Safran Electrical & Power (SEP) vision, the Customer Support & Services (C2S) and Program directorates aim to improve the level of customer satisfaction through a continuous optimization of our activity, operational excellence and respect of contractual obligations.
According to this ambition, the C2S has evolved and now integrates since 2022 the function of Program Support Management (PSM). PSM will be lead according to C2S and Program objectives, mission and processes.
Such organization relies on the Head of PSM who will encompass under his responsibility the management of the local teams of PSM, the management of the related OE customers for all aftermarket activities.
The PSM has the responsibility for the implementation of the program management for all aftermarket activities about the OE customers (air-framers and systems manufacturers), so to maximize customer satisfaction and ensure program financial returns for SEP.
RESPONSABILITY: Commercial or Business Jet
REGION: Global
AFTERMARKET (AM) SALES: around $20M/year

Major responsibilities are:
• Accountable and Responsible for:
o Managing the contract execution for product support activities; delivering the performances for support & services contracts and ensure compliance with AM contractual commitments (SSC, PSA…) for MRO and spares delivery and AOG inventory;
o budget definition for support activities, as per the program assumptions (incl. the strategic development of support & services new businesses);
o contractual negotiation for PSA contracts and commercial negotiation (retrofit, spares price escalation, repair services contract, claims, NFF policy….) with OE customers;
o monthly KPI reporting to customer;
• Lead all program AM activities in a transversal manner;
• Guarantor of the profitability of support and services activities of the program;
• Ensure customer satisfaction;
• Lead the EIS plan for a new product or a new major customer contract as well as retrofit coordination;
• Coordinate and lead the transversal activities for AM to ensure customer satisfaction (technical issues resolution, technical documentation deliveries, obsolescence management …).
• Interface with customer's program support, engineering support and vendor management functions within customer's organization;
• Respond to the requirements of the commercial team for new offers.
• Monitor repair station performance for OTD compliance, coordinate and lead recovery plan in case of missing performance;
• Lead business aftermarket review with OE customers and coordinate the preparation internally with repair station, program, PSE. Coordinate and ensure related actions follow-up and eventual improvement plan;
• Coordinate and ensure on time fix for in-services issues;
• Contribute to support/services risks and opportunities and make sure the plans for processing these risks proceed properly and are effective;
• Manage AM activities of Prompt gates and coordinate S11;

• Ideally degree qualified in relevant area (Business/Engineering Sales)
• Strong knowledge of aviation aftermarket activities
• Strong MRO market knowledge
• Strong organizational skills, pragmatic, dynamic and with strong skill for synthesis
• Customer oriented and able to operate effectively in a high pressure environment and pressing customer deadlines
• Ability to build strong relationships with both internal stakeholders and external customer
• Strong negotiation, influencing and communication skills, sensitive to cultural issues when required
• Capable of planning in due time and well ahead
• Leading by example
• Managing well under customer pressure
• Financial acumen – understanding the key elements in building a profitable business case.
• Willingness to travel for domestic and overseas business (30%)

Key measures and expectations:
• Strong customer relationship to be built through regular meetings
• Strong relationships with internal stakeholders. Integration and cooperation with related departments;
• Regular customer activity follow up and internal review with Sales, Program, Engineering and C2S functions. Implementation of Governance and regular reviews
• Customer satisfaction monitoring, action follow-up with reporting to the management on monthly basis and ad-hoc and measured through internal and external survey;

Leadership:
• Takes decisions to ensure contractual obligations and business objectives
• Transversal management : embarking and empowering teams; propose and implement way of work/governances to improve