Manager, Customer Support
Apply NowCompany: Safran
Location: Atlanta, GA 30349
Description:
Entity
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 Cabin provides innovative cabin interiors, systems, equipment and services to enhance the user experience. Its 11,000 employees across the world serve aircraft OEMs, airlines, lessors and VIP clients with interiors easily configured for multiple aircraft platforms and missions.
Reference number
2025-152600
Job details
Domain
Programs / Customer Relations
Job field / Job profile
Customer services and support - Customer support & services management (CSSM)
Job title
Manager, Customer Support
Employment type
Permanent
Professional category
Employees / Staff
Part time / Full time
Full-time
Job description
POWERED BY TEAMWORK. Are you ready to be part of a team that drives big ideas and even bigger wins? At Safran, we believe in the power of both collaboration and individual contributions. We understand that it takes diverse perspectives, problem-solving skills, dependability, and trust to push each other forward and achieve great success. For us, working here is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.
We trust our employees to bring bold ideas to build the future of aerospace together, contributing to our ranking by TIME as the leading Aerospace & Defense company on the 2023 World's Best Companies list (#59 on the full list). Join our team and become part of the group that's making amazing things happen on the ground and in the skies. Together, we'll proudly step back and say, "We did that."
Manager, Customer Support is responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues; ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer Support Manager will need to perform Delta on-site customer visits to facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.
Summary of Duties:
Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
Building new and developing long lasting relationships with customers
Operate as the focal point for any and all matters specific to their customers
Taking ownership of customers issues and following problems through to resolution
Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform
Perform on-site customer meetings as required Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
Generate Key Performance Indicators (KPI's)
Analyze data to identify trends and areas of improvements
Serve as the focal for performance claims: coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims
Generate post visit reports and manage actions and commitments thru to completion
Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic/ repetitive issues for corrective actions.
Awareness of customers internal issues
Additional description
Safran Cabin headquarters are in Huntington Beach, California, with a global presence of over 11,000 employees at 36 sites. Site locations are in the United States, Mexico, Brazil, Canada, Germany, France, Czech Republic, the Netherlands, Tunisia and Thailand. Safran Cabin serves over 400 airlines and leasing companies globally and delivers to all airframe OEM manufacturers with a heritage spanning over 80 years in the industry.
Discover Safran Cabin through our videos: Safran Cabin (safran-group.com)
Your Career: Safran is committed to providing internal mobility to our employees. We operate globally so the sky is the limit of where your Safran journey can take you.
Your Development: Safran employees have free access to Safran University courses and external tuition reimbursement for approved programs or certifications.
Your Benefits: Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, Safran Perks with BenefitHub - Employee Discounts & Rewards Marketplace for consumer products/services and more!
Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan.(Bonus eligible positions only) Remove if not applicable.
The expected salary range for this position is between $70,990 - $111,560 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.
Candidate skills & requirements
At Safran Cabin, diversity & inclusion is a source of richness that adds quality of life, performance, and innovation. We welcome diverse contributions and provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.
We seek service-oriented team players with strong interpersonal skills and a positive attitude, adaptable to our innovative and evolving environment.
Across all team members, we are looking for the following attributes:
Team oriented
Process focused
Open & honest communication
Quality minded
Ability to persevere and honor commitments
Recognizes success
Executes with urgency
Creates solutions
Customer focused in everything we do
Qualifications:
Education: Bachelor's degree or related field/equivalent experience.
Experience: Typically requires 6 years of Sales and Management experience in a commercial aerospace environment. Basic Knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns.
Computer Skills: Proficient with MS Project, competent with MS Office programs
Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.
Additional Preferred Skills: (not required):
Bachelor's preferred
8 or more years of Sales and Management experience in a commercial aerospace environment
This job posting has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.
Annual salary
$70,990 - $111,560 USD DOE
Job location
Job location
North America, United States, Georgia, Atlanta
City (-ies)
Atlanta
Applicant criteria
Minimum education level achieved
Bachelor's Degree
Minimum experience level required
More than 5 years
Additional Languages preferred
English (Fluent)
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 Cabin provides innovative cabin interiors, systems, equipment and services to enhance the user experience. Its 11,000 employees across the world serve aircraft OEMs, airlines, lessors and VIP clients with interiors easily configured for multiple aircraft platforms and missions.
Reference number
2025-152600
Job details
Domain
Programs / Customer Relations
Job field / Job profile
Customer services and support - Customer support & services management (CSSM)
Job title
Manager, Customer Support
Employment type
Permanent
Professional category
Employees / Staff
Part time / Full time
Full-time
Job description
POWERED BY TEAMWORK. Are you ready to be part of a team that drives big ideas and even bigger wins? At Safran, we believe in the power of both collaboration and individual contributions. We understand that it takes diverse perspectives, problem-solving skills, dependability, and trust to push each other forward and achieve great success. For us, working here is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.
We trust our employees to bring bold ideas to build the future of aerospace together, contributing to our ranking by TIME as the leading Aerospace & Defense company on the 2023 World's Best Companies list (#59 on the full list). Join our team and become part of the group that's making amazing things happen on the ground and in the skies. Together, we'll proudly step back and say, "We did that."
Manager, Customer Support is responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues; ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer Support Manager will need to perform Delta on-site customer visits to facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.
Summary of Duties:
Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards
Building new and developing long lasting relationships with customers
Operate as the focal point for any and all matters specific to their customers
Taking ownership of customers issues and following problems through to resolution
Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform
Perform on-site customer meetings as required Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.
Generate Key Performance Indicators (KPI's)
Analyze data to identify trends and areas of improvements
Serve as the focal for performance claims: coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims
Generate post visit reports and manage actions and commitments thru to completion
Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic/ repetitive issues for corrective actions.
Awareness of customers internal issues
Additional description
Safran Cabin headquarters are in Huntington Beach, California, with a global presence of over 11,000 employees at 36 sites. Site locations are in the United States, Mexico, Brazil, Canada, Germany, France, Czech Republic, the Netherlands, Tunisia and Thailand. Safran Cabin serves over 400 airlines and leasing companies globally and delivers to all airframe OEM manufacturers with a heritage spanning over 80 years in the industry.
Discover Safran Cabin through our videos: Safran Cabin (safran-group.com)
Your Career: Safran is committed to providing internal mobility to our employees. We operate globally so the sky is the limit of where your Safran journey can take you.
Your Development: Safran employees have free access to Safran University courses and external tuition reimbursement for approved programs or certifications.
Your Benefits: Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, Safran Perks with BenefitHub - Employee Discounts & Rewards Marketplace for consumer products/services and more!
Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan.(Bonus eligible positions only) Remove if not applicable.
The expected salary range for this position is between $70,990 - $111,560 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.
Candidate skills & requirements
At Safran Cabin, diversity & inclusion is a source of richness that adds quality of life, performance, and innovation. We welcome diverse contributions and provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.
We seek service-oriented team players with strong interpersonal skills and a positive attitude, adaptable to our innovative and evolving environment.
Across all team members, we are looking for the following attributes:
Team oriented
Process focused
Open & honest communication
Quality minded
Ability to persevere and honor commitments
Recognizes success
Executes with urgency
Creates solutions
Customer focused in everything we do
Qualifications:
Education: Bachelor's degree or related field/equivalent experience.
Experience: Typically requires 6 years of Sales and Management experience in a commercial aerospace environment. Basic Knowledge of Sales management methodologies, proven ability to manage complex projects, and Customer Requests or Concerns.
Computer Skills: Proficient with MS Project, competent with MS Office programs
Other Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.
Additional Preferred Skills: (not required):
Bachelor's preferred
8 or more years of Sales and Management experience in a commercial aerospace environment
This job posting has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.
Annual salary
$70,990 - $111,560 USD DOE
Job location
Job location
North America, United States, Georgia, Atlanta
City (-ies)
Atlanta
Applicant criteria
Minimum education level achieved
Bachelor's Degree
Minimum experience level required
More than 5 years
Additional Languages preferred
English (Fluent)