Customer Support Center Manager

2021-06-18T18:02:40.887

Information clé

Support et services client
Programme & Relations clients
Ingénieur & Cadre
Ajax, Ontario, CANADA
CDI, Temps complet
BAC+3, BAC+4
Supérieure à 8 ans
2021-91420

Description de la mission

  • • Manage the Customer Support Center (front office) team of approx.12 people comprised of teams, focusing on Commercial Account Management, and Technical/Claims Management. The position shall be based in the Toronto Customer Support Center, supporting the Americas' region and will also interface with the global CSC network. This position reports directly to the Americas Director of Customer Support.
  • • The Customer Support Center Manager will provide day-to-day support to the Support Center team to ensure operational services are maintained in line with company targests.
  • • The Customer Support Center Manager will provide account management coaching to our commercial team ranging from Purchase Order Mgt, Open Order Mgt, Logistics tracking, Demand Control interface, and Supply-chain/Logistics interface to ensure the CSC team maintains targeted levels of account management within the Americas region.
  • • The Customer Support Center Manager will provide coaching and mentoring to our the regional Support Center Technical and Claims management team ranging from maintaining established CRM discipline within Mircrosoft Dynamics, oversee technical workflow management of technical queries, utilize SAP and Microsoft Dynamics to direct/coach the team with claims management.
  • • The Customer Support Center Manager will maintain/publish key Support Center indicators and also support global reporting of the CSC network.
  • • The Support Center Manager will interface with the regional team of Customer Support Managers to provide a link between Support Center operations and regional customer support strategies.

Description complémentaire

  • • Be accountable for all Customer Support Center customer satisfaction objectives.
  • • Ensure support center automation and works efficiently utilizing the latest SAP, MS Dynamics, and Airtificial Inteligence systems.
  • • Develop and mentor the teams in effective account management principles
Support the region director to interface the CSC and CSM activities in support of our One Team Culture
  • • Manage limited travel throughout the region defined by the region director
  • • Work in close collaboration with the global Customer Support Center network to achieve global performance and satisfaction targets

Votre profil

  • • Engineering/Business degree, or Master's degree. Preferred studies, in Engineering, business admin, operations mgt, or project mgt.
  • • 5-10 years successful management experience in customer facing activties and leading teams
  • • Moderate experience with SAFRAN LS product portfolio and the ability to navigate our corporate structure
  • • Ability to work in full autonomy in support of organization objectives, while reporting to the region director based in the USA.
  • • Experience with conflict/change management
  • • Basic to intermediate experience in SAP and MS Dynamics
  • • Customer facing skills : Listening, Negotiation, and Diplomacy
  • • Experience in QRQC and 5S
  • • Fluent in English – French and/or Spanish is a definite asset
The above statements reflect the general items considered necessary to describe principal functions of the position and shall not be construed as a detailed description of all the work requirements that may be inherent in the position. Other duties may be assigned as per management instruction.

All applicants must meet the following requirements:

Minimum age of 18 years.

Canadian Controlled Goods Regulations (CGR), U.S. International Traffic in Arms Regulations (ITAR) and Canadian government security clearances and applicable contractual obligations.

Safran Landing Systems Canada Inc. is an equal opportunity employer. SafranLS TOR is committed to providing accommodations for people with disabilities in all parts of the hiring process as required under its Accessibility and Accommodation Policy. SafranLS TOR will work with applicants to meet accommodation needs that are made known to SafranLS TOR in advance.

While we thank all applicants, only those selected for interviews will be notified.

Spécificités du poste

Business trips to be planned in North America (1/month) and occasionally in Europe (2/year).

Entité de rattachement

Safran Landing Systems

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 79 000 collaborateurs pour un chiffre d'affaires de 16,5 milliards d'euros en 2020, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.

Safran est classé meilleur employeur mondial 2020 dans son secteur par le magazine Forbes.

Safran Landing Systems est le leader mondial des fonctions d'atterrissage et de freinage pour aéronefs. Partenaire de 30 avionneurs dans les domaines du transport civil, régional, d'affaires et militaire, la société assure le support de 27 800 avions effectuant environ 73 000 atterrissages par jour.

Appuyer sur Entrée pour valider ou Echap pour fermer