Description

Job details

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Program and Customer Support Manager

Employment type

Permanent

Part time / Full time

Full-time

Job description

- Manage aftermarket programs (in service and/or in development) within their clients' portfolio to ensure customer satisfaction and program profitability in line with the company's objectives, which include:
• Working closely with sales, engineering, supply chain, front office and other departments if necessary to ensure that the delivered product meets the contractual and accepted definition by the customer while working to eliminate or adjust process issues that hinder the successful delivery of the client's program commitments.
• Determine and monitor key performance indicators (KPIs) related to budget, delivery, warranty and customer satisfaction.
• Implement all necessary actions to ensure that the aftermarket budget and customer satisfaction align with the company's objectives.
• Economic management of support and service contracts: revenue tracking, cost control, contribution to contract profitability, cash flow management- Develop and maintain relationships with assigned customers, distributors, partners and other
Safran companies in the region.
- Define and deploy aftermarket strategies, from S1 to S12 within Prompt (Safran's program management repository), for their clients' portfolio.
- Align program strategies across Safran Seats Customer Support & Services for their clients' portfolio.
- Contribute to responding to RFPs / RFIs / RFQs in the aftermarket market for their clients' portfolio.
- Manage with the support of all internal stakeholders (engineering, field support, front office, supply chain, etc.), in-service issues related to their clients' portfolio.
- Continuously develop aftermarket program standards as part of continuous improvement efforts.

But what else? (advantages, specificities, etc.)

Are you looking for new challenges? Are you interested in a multidisciplinary leadership position? Join us! Within Safran Seats Customer Support & Services, the Aftermarket Program & Customer Support Manager reports to the Senior Program Manager of the Middle East/Africa/India region.
Travels in the Middle East region (20% working time)

Candidate skills & requirements

- Customer oriented
- Ability to create strong relationships with their clients
- Ability to work in multicultural environments
- Knowledge of program/project/contract management
- Knowledge of aviation industry and airlines
- Proven ability to manage complex projects
- Able to communicate clearly and concisely
- Able to climb at the right time and at the right level
- Able to make decisions/solve problems
- Have a good team spirit
- Have strong negotiation skills and be comfortable in an adversarial business environment during negotiations
- Ability to analyze a complex problem, summarize it and find solutions
- Perseverant and resilient
- Computer skills: good working knowledge of the standard suite of office software (Word, Excel, PowerPoint). Knowledge of PowerBI will be an asset

Job location

Job location

Mideast, United Arab Emirates

City (-ies)

Dubai South Logistics District Plot: WB 14 & WB 15 - Gate 1 Dubai

Applicant criteria

Minimum education level achieved

Master Degree

Minimum experience level required

More than 5 years

Additional Languages preferred

English (Fluent)