MRO, Noria and Warranty Lead - #1113066

Job Title: MRO, Noria and Warranty Lead

Supervisor: Customer Support Director

Summary of Job Purposes

Manage and coordinate the customer support and service aspects of Safran Helicopter Engines’ customers within a given region. Customer oriented service representative that represents Safran Helicopter Engines, provides product and service information, resolves problems, handles email and phone calls with accuracy and efficiency, ensuring excellent service standards while maintaining high internal and external customer satisfaction.

Duties & Responsibilities:

Managing MRO activities and Customer Satisfaction

MRO Lead (50%)

• Improve MRO activities mainly for engines and modules and ensure that service rate is being met

• Manage the global TAT and reports any issues or deviation of the commitment towards the customers. Propose alternative solutions when appropriate

• Ensure the TAT level for expedition in and out, commercial proposal and customer approval.

• Keep the Front Office regularly informed on progress of orders mainly for engines and modules by leading meetings with Front Office

• Review of Technical Reports, Challenge work scope and technical reports to ensure quality reports are delivered to customers

• Forecast, Induct, manage and track customer property in WIP working closely with Front Office and liaising with shop to meet customer requirements

• Propose best commercial solution according to customer needs, in compliance with Company strategy, resources and operator’s expectations

• Ensure objectives follow up, justify the discrepancies and propose corrective actions with Repair center

Noria and Warranty Lead

Noria (40%)

• Manage regional Noria activities in Asia and China to ensure flight safety.

• Interface and coordinate with internal and external customers on Noria interventions processes and schedules for support of field upgrades, including order entry, coordination of shipping and follow up for delivery tracking.

• Coordinate with the Pool Team to ensure implementation of Noria projects on the Pool Assets.

• Track and document NORIA project progress and records

• Process sales orders and invoice to internal and external customers for Noria interventions as required

• Coordinate all Non Conforming Material and asset returns to the SafranHE Tarnos NORIA Team.

• Complete Return To Stock documentation for Noria parts returned from Noria Field interventions.

• Set up purchase orders with SafranHE Tarnos NORIA Team for NORIA projects (non CatC parts)

• Close exchange transactions by return of core items and complete Certificate of Compliance from operators. Lead and communicate all Noria meetings through info-session to the front office team and maintenance center manager to update the Noria status

Warranty (10%)

• Ensure Site Service Rate commitments service rate within 30 days

• Track all warranty materials for warranty assessment with Front Office personnels.

• Provide a transversal steering of the flow and follow up on process flow from logistics, commercial and repair workshop.

• Review technical recommendation from repair centers to ensure internal and customer commitments are being met.

• Coordinate and lead all internal support on warranty procedures through schedule warranty committee with internal stakeholders

• Support the Warranty Referent (WR) on KPI’s analysis and continual improvement of the warranty process

Education & Experience:

• Minimum Diploma in any field.

• Technical experience in aviation industry preferred

• Knowledge of SAP preferred

Skills & Abilities

• Technical knowledge and ability to read technical or strip report is preferred.

• Customer-oriented, with the ability to adapt communication style.

• Strong analytical and problem-solving skills, with a focus on timely and effective solutions.

• Able to work independently, manage tight deadlines, and perform under pressure with minimal supervision.

• Willingness to work irregular hours, including nights and weekends.

• Strong teamwork skills with frequent interactions across multiple internal and external stakeholders.

• Comfortable working in a multicultural environment and building collaborative relationships across a diverse network.