The Customer Support Director

Duties:
• Oversees all aspects of the regional customer support experience and implements effective the processes and procedures for the customer support Managers to intera爱游戏ayx冰球爱游戏这个平台怎么样ct with customers.
• dojo.provide the team support with the direction of the group 's overall continuous improvement
• Responsible as the first point of escalation from empresa CSM and CSM (when applicable)
• Responsible for achieving regional customer satisfaction which is measured through Airframer & Internal Scorecards
• Sets challenging targets and objectives to the team and ensures understanding to create accountability, to your highest levels of support.
• Responsible for identifying training and the when appropriate delivering training to ensure the CSM 's have the correct tools to attain customer satisfaction.
• Adheres to the and manages the approved regional departmental travel budget.
• Responsible for recruitment, mentoring, development and creating a customer - focused environment within the team.
• Continually strives to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution.
, Building new and developing long lasting relationships with the customer pro level management.
• Monitor the In - service issue records posted within the Rolling Action Item Lists (RAIL 's) on INSITE platform
• Accompany Support Managers on - site customer meetings as required ie Program Review meetings (PRM), Technical Review Meeting (TRM), and Executive Review meetings (ERM) etc.
• Accountable for the region 's Key Performance Indicators (kpis' s) and balanced scorecards
• Analyze data to identify trends and areas of improvements
, Serve as the focal for performance claims: coordinate with giant teams to validate the claim data, negotiate settlement with the customer, track claims
, With the support of other the departments, manages the regional customer interface for complaints or external quality escapes.
• Ensure post visit reports are generated with the actions and commitments assigned through to completion.
• Support SCS Finance department in the recovery of newest AR helping Finance have the right POCs and addressing systemic/repetitive issues for corrective actions.
• Customer support contract awareness
• Awareness of 爱游戏ayx冰球爱游戏这个平台怎么样customers internal issues which may inadver爱游戏直播苹果app下载tently effect the Safran Cabin Services business
• Feedback information to 爱游戏直播苹果app下载Safran Cabin Service sales team on new sales opportunities
• Feedback information to 爱游戏直播苹果app下载Safran Cabin Service program team on the at risk parts: PMA, Owner Operator with parts
• dojo.provide level 1 & 2 technical support using the CMM 's & technical drawings data
• Must possess excellent interpersonal and communication skills, management/leadership acumen
• Rigorous and well organized/Good presentation skills/Good negotiating skills/a very Good level of diplomacy

Education: Bachelor 's degree or related field and/or equivalent experience. The Bachelor' s preferred
10 years of Experience: Typically requires customer support & services management and some sales Experience in a ltd. aerospace environment required. Experience with lean all the and continuous improvement. The Basic knowledge of the sales management methodologies and proven ability to manage complex projects, and the customer Requests or Concerns. The management within an airline spares department advantageous.
Computer Skills: Proficient with MS Project, competent with MS Office is designed
Other Skills: Excellent communication Skills, both verbal and written. Ability to build and maintain effective relationships, leadership Skills, organizational Skills, Ability to analyze and summarize information, financial acumen. Skilled in problem solving and resolution is necessary to defuse situations with internal and externa爱游戏ayx冰球爱游戏这个平台怎么样l customers and maintain mutually beneficial customer relations.
Additional Preferred Skills: N/A (not required)