Customer Support Manager OAM (H/F) Position Available In Fayette, Georgia

Customer Support Manager OAM (H/F) (M/F)

SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC

Peachtree City – USA Permanent contract
il y a 18 jours

SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC

recruits :
“Safran est un groupe international de haute technologie opérant dans les domaines de l’aéronautique (propulsion, équipements et intérieurs), de l’espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l’environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d’affaires de 27,3 milliards d’euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.
Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World’s Best Companies 2024 » du magazine TIME.
Safran Aerosystems est l’un des leaders mondiaux des systèmes aéronautiques dédiés à la sécurité des avions et hélicoptères ainsi qu’à la gestion des fluides et du carburant. La société est un acteur clé dans le domaine de la sécurité des vols (oxygène, évacuation, flottabilités) et participe à la décarbonation de l’aviation grâce aux carburants alternatifs durables et aux nouvelles architectures moteurs. Elle compte 5200 collaborateurs répartis dans 7 pays.”
Mission description
The Customer Support Manager OAM (Original Aircraft Manufacturer) plays a key role as the representative of SAO, maintaining a privileged relationship with the Airframer. The role acts as a focal point for the OAM in two primary capacities:
1.

OAM as a customer:

Responsible for supporting the OAM with spare parts and repair activities purchased for aftermarket support.
2.

Fleet activities:

Support the OAM’s Supplier Management and Vendor Monitoring department, ensuring suppliers meet contractual obligations to their operators.
The Customer Support Manager is accountable for OAM customer satisfaction; they set the context and define actions necessary to ensure customer satisfaction and contract adherence. As the representative of the Customer Support Service (CSS), the CSM establishes strong relationships with clients, serves as the escalation point for customer issues, coordinates issue resolution, and conducts customer meetings like performance reviews. Building long-term relationships throughout the customer’s organization is essential.
Internally, the manager collaborates closely with all departments involved in the contract and maintains strong relationships with the Programs and Sales Manager overseeing the account.

DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
The roles, duties, and responsibilities of the Customer Support Manager OAM are grouped into three main sections:
1.

Customer Relationship and Operational Support:

• Serve as a facilitator and escalation point for problem resolution, supporting daily operations and maintaining open communication with customers.

• Monitor Safran’s performance, identify issues, and coordinate improvement plans with relevant departments to enhance customer satisfaction.
• Organize regular customer reviews, providing detailed reports on delivery performance, in-service reliability, current issues, upcoming retrofits, and technical actions while managing issue escalation.

2.

Contract and Performance Management:

• Oversee customer contracts, acting as the focal point for contractual queries, enforcing contract conditions, and facilitating reviews.
• Manage contracts strategically to ensure profitability while maintaining service quality, support debt collection efforts, and maintain necessary reporting and KPIs.

3.

Fleet Support and Airframer Projects:

• Handle escalated customer topics through the Airframer and coordinate with Business Units to resolve operational issues.
• Produce and share KPIs related to fleet performance, ensuring responsive action and performance recovery.
• Coordinate Airframer rating projects and prepare for Airframer IP conferences in line with contractual requirements.

SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC

is looking for :
a) Knowledge and skills

• Comprehensive understanding of the aeronautical environment, including the MRO market.
• Familiarity with Civil Aeronautic Regulatory environments.
• Financial acumen to develop and update business plans.
• Basic project management skills and ability to manage projects.
• Proficiency with Microsoft Office, ERP, and data mining software.
  b) Competencies
• Team player with robust presentation, interpersonal communication, analytical, negotiation, and problem-solving skills.
• Self-motivated with the ability to work independently.
• Analytical thinking.
• Leadership qualities.
• Ability to establish easy relationships with colleagues and customers.
  c) Education and/or experience
• Bachelor’s degree in engineering or a relevant qualification
• Minimum of 5 ears in the aerospace or airline industry
  d) Communication Skills
• Fluent in English.
• Strong oral & written communication skills essential for interaction with customers.
  e) Physical Demands
• Must be available per constraints related to aftermarket support.
• Frequent business travel, both international and domestic, primarily to OEM sites, conferences, and symposiums.

Summary :

References :

2025158408
Peachtree City – USA
Permanent contract
2025-06-23
More than 10 years

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