Customer Support & Sales Manager (MRO/Aftermarket) - #1115951

Mission:

In line with Safran Electrical and Power (SEP) vision, the Customer Support and Services department integrates Safran Ventilation and Safran Electrical and Power aftermarket directorates into one global team. Based on a common front office, this new organization is responsible for customer support and sales development aiming to increase the services / MRO sales and improve our service level and customer satisfaction.

Such new organization will rely on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Regional Head of Customer Support and Sales.

Responsibilities

• Manage the operator/customer relationship on support and service contract aspects (if applicable): respond to customer requests in terms of services and support

• Monitor and support payment collection to ensure healthy DSO performance

• Customer satisfaction, main point of contact to customers

• Proposal, contract negotiation, manage customer support & services contract and the profitability of the customer account and the economic performance of the contracts

• Sales budget achievement for Ventilation and Power Divisions

• Coordinate the support with various customer service team across the divisions

Essential Functions:

• Responsible for a portfolio of customers in the designated area, possess commercial acumen with the aim of maximizing business opportunities to achieve sales and market share growth;

• Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operations;

• Reporting to management to provide a full spectrum of customer support and sales activities (majority of sales are in Maintenance, Repairs, Overhaul and Spares including developing maintenance contracts);

• Be the voice of the customer:

  a.     Responsible for customer satisfaction. Be the main point of contact between customers and Safran Ventilation Systems/Safran Electrical & Power;

  b.     Proposing dedicated recovery plan in the event of customer satisfaction below target objectives;

  c.     Establishing a complete, comprehensive understanding of the customers, their organization and the key individuals within it;

  d.     Liaising with internal departments and team with the objective of timely resolving customer issues and queries;

  e.     Managing a structured, regular customer communication/visit schedule;

• Actively participate in and contribute to the annual Sales Forecast in its area

• Effectively selling of all SEP & SVS's MRO capabilities (Ventilation, Power, ISE);

• Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;

• Prepare and negotiate with the customers ad-hoc offers and contracts with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required;

• Generate customer and market information and feedback to support future sales planning;

• Prepare and provide customers with Initial Provisioning (IP) recommendation and secure related IP sales;

• Exhibit a certain degree of ability in holding technical discussion with the customers;

• Manage customer visits, customer satisfaction and sales reports;

• Follow-up customers overdue and quote approvals and manage specific actions;

• Any other ad hoc duties as and when assigned by the Reporting Supervisor

Requirements

• Bachelor's Degree in Relevant area (Business/Engineering/Sales & Marketing) from an accredited institution

• Aerospace and Airline industry experience (5 years)

• Experience in MRO and aftermarket activities (5 years)

• Ability to travel for domestic and overseas business (50%+)

• 10 years of related experience