Customer Support & Service management ( CSSM )

Job description

• Make offers related to Services activities
• Manage the end customer relationship on support and service contract aspects (if applicable)
• Ensure the customer satisfaction
• Respond to customer requests in terms of services and support
• Monitor and Ensure the profitability of the customer account and the economic performance of the contracts
• Coordinate the support and Customer services team (Front & Back Office) with regards to the Contracts as to ensure compliance with the contract terms and applicable rules
• Ensure the Sales
• Process with operators: Managing to S0 / S2 for new business to end users Performing the negotiation of the support contract / PSA Promote the image and services of Safran Provide Inputs to S&OP & MTP Organize Performance review with the Customers
• Manage customer tickets on portal (when needed, create the ticket and assign it) job Knowledge:
• Process improvement and lean six sigma tools
• SAP proficiency
• Microsoft Excel Leadership skills/Management skills/Personal skills
• Excellent communication
• Advanced time management and analytical skills
• Professional knowledge, project management and ability to influence others
• Flexibility, Determination and Persistence.
• Critical thinking and challenge the status quo
• Eager and Willing to Add to Their Knowledge Base and Skills