The CSM is accountable for the OAM customer satisfaction. Defines the context and expected actions for ensuring customer satisfaction & adherence to the contract. The CSM OAM is the focal for the Airframer. Share Customer voice to SAO stakeholders. Lead daily operational support & share customer's difficulties / expectations within Safran; act as a facilitator /coordinator/ point of escalation in the resolution of issues and ensure proper follow-up with customers. Responsible for in-service operational performance and related contractual commitments, under BU/Division accountability. Produce, analyze and share KPI internally (customer dashboard, SF) and towards Customer. Monitor Safran Aerosystems Services (SAS) performance and identify contributors to low performance. Liaise and define with internal stake holder (as Division PM, or other CSS departments) action plans internally and report progress towards Customer. Organize regular reviews with customers such as performances reviews (spares delivery, respect of repair Shop Processing time, feedback on current issues…). Escalate issues to the appropriate level. Be in support of credit manager for cash collection effort as needed. Oversee contract application as for example performance claims. Produce, analyze and share KPI internally and report to Airframer (as per contractual requirement i.e. SSC/PSAA). Based on operational issues, identify and ensure action will be run by BU/other departments to recover performances/solve issues.
The position requires a Bachelor's degree (or foreign equivalent) in Engineering, Aerospace Engineering, Business Administration or a related field and two (2) years of experience in the job offered or the MRO market in the aerospace industry. In lieu of a bachelor's degree, the employer will accept five (5) years of previous work experience as stated. All stated experience must include: supply chain lifecycle; project management; reading and translating technical documentation; and Microsoft Office, IT Tools including enterprise resource planning (ERP), datamining software and Pack Office. Must be able to travel up to 10%.
up to 10%
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 92,000 employees and sales of 23.2 billion euros in 2023, and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran is in the 1st place in the aerospace and defense industry in TIME magazine's "World's best companies 2023" ranking.
Safran Aerosystems designs high-tech solutions that optimize aircraft performance and flight safety. World leader in emergency evacuation systems and crew oxygen systems, the company is also a major player in fluid and fuel systems.
Bachelor's Degree
More than 5 years