Customer Support Manager


Key information

Customer services and support
Program / Customer Relations
Professional, Engineer & Manager
Walton, Kentucky, UNITED STATES
Regular Full time, Full-time
High School diploma, A Level
More than 3 years

Job description

1. The CSM is responsible for managing customer satisfaction in line with SAFRAN LS objectives for OEM products and services.
2. Customers are defined as operators, region Airframer offices, MRO's and leasing companies.
3. The CSM establishes and maintains a direct link with customers to actively manage satisfaction.
4. The CSM is required to maintain a visit schedule with customers as defined by the region leader.
5. The CSM is responsible for report management consisting of but not limited to
a. Customer Satisfaction, Action Item Tracking and Improvement Planning reporting
b. Customer Visit management and communications
c. Customer Visit reporting
d. Weekly regional highlight reporting
e. SAFRAN LS product reliability reporting
6. The CSM shall take ownership of key action management in front of customers to ensure deadlines are agreed and supported. As such the CSM is accountable to:
a. Identify and maintain a list of open and completed actions by customer
b. Interface across the back the office to indentify and collaborate on action priorities and delivery dates, which are then communicated back to customers.
c. Elevate stalled activities across SafranLS management, or when priorities cannot be agreed.
7. The CSM will co-ordinate with SAFRAN LS divisions to assist in gathering reliability data from customers
8. The CSM shall proactively report competitor's technical and commercial activities when information is available.
9. The CSM is responsible for Identifying and proactively supporting marketing opportunities with the relevant SAFRAN LS commercial teams:
a. Landing Gear services
b. System Equipment upgrades and provisioning campaigns
c. Management of initial Provisioning reviews upon request from Airframers
d. Support of regional MRO sales team on key sale strategies
10. The CSM shall plan and support back office and/or leadership joint visits with customers as required.
11. The CSM will need to maintain a level of working hours flexibility in order to manage regional time zone difference with European, or other SafranLS offices in the course of their daily duties

Job requirements

  • • Basic to moderate knowledge of SafranLS product portfolio
  • • Basic to moderate knowledge of SAFRAN LS tech pub's and CMM's
  • • Experience with CRM systems
  • • Advanced experience with MS Outlook
  • • Advanced experience with Key Account Mgt techniques
  • • Ability to meet timelines
  • • Ability to exercise initiative
  • • Sound written and verbal communications
  • • Multilingual communications (Fluent in English and Spanish)
  • • Team player with problem resolution experience
  • • Ability to multitask

Bachelor's degree in related field preferred.


Minimum three years' experience/training in Key Account Management and/or Field Service Management.

Complementary description

Candidates for positions with Safran Landing Systems must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position. This description 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. All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status. Safran Landing Systems is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail or call: 859-817-2947. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

Specificity of the job

Approximately 50%

Company information

Safran Landing Systems

Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with more than 92,000 employees and sales of 21 billion euros in 2018. Working alone or in partnership, Safran holds world or European leadership positions in its core markets. Safran undertakes Research & Development programs to meet fast-changing market requirements, with total R&D expenditures of around 1.5 billion euros in 2018.

Safran is ranked among the Top 100 Global Innovators by Thomson Reuters and is featured on the "Happy at work" rankings. The Group places fourth on the Universum ranking for the favorite companies of newly-qualified engineers in France.

Safran Landing Systems is the world leader of aircraft landing and braking systems. The company has partnerships with 30 airframers in civil, regional, commercial and military transport, and supports 27,000 aircraft that operate around 70,000 landings daily.

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