Job Description

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? As CSR Manager at Safran Helicopter Engines Australia, you'll mentor and guide a team of Customer Support Representatives to provide top-notch service while supporting sales of spare parts, tooling, accessories, and services across the region. This is your chance to make a real impact in a global aerospace leader and help shape a customer-focused culture.

Key Responsibilities

In this role, you will lead and empower the Customer Support Representative team, ensuring outstanding service delivery, strong customer relationships, and smooth operational performance while supporting Safran's sales and business objectives. Your main responsibilities will include:

• Lead and mentor the Customer Support Representative (CSR) team, driving results and overall team performance
• Support Commercial Managers in achieving both individual and collective performance objectives
• Manage and support Safran HE Australia's external communications and messaging
• Assist in achieving assigned OEM financial and strategic objectives
• Support new contract agreements with customers and contribute to tender preparation, ensuring quality, content, and adherence to schedules and pricing
• Build and maintain strong Customer & Supplier Management (C&SM) relationships to maximise influence and business growth
• Foster an entrepreneurial culture, promoting process improvement and a high-performance mindset
• Lead Maintenance Centre activities, including forecasting, performance monitoring, and target equipment turn times
• Oversee MRO site performance, including quoting, delivery, and operational efficiency
• Ensure supply performance meets expectations for standard exchanges
• Monitor, manage, and report on customer satisfaction levels
• Deliver customer solutions and services for Safran products
• Monitor and report on Front Office and Customer Support KPIs, including invoicing and satisfaction progress
• Work closely with CSR, Commercial Managers, and Field Representatives to determine the best course of action for Safran and the customer, ensuring mutually beneficial outcomes
• Manage CRM inputs and data integrity, conduct KPI gap analysis, and implement action plans
• Improve and create procedures to support operational efficiency and use KPIs to align site strategy

Skills & Qualifications

• Tertiary qualifications in Management, Business, or Engineering, or equivalent relevant experience
• Postgraduate or master's qualification in Business Administration, Accounting, Commerce, Economics, or Finance is desirable but not essential
• Project management training or certification is advantageous
• Proven experience leading a Customer Service team in an aviation environment
• At least 4 years' experience as an Aviation Customer Service Representative, with a strong understanding of OEM methods and procedures preferred

Job Requirements

Our Ideal Candidate

• Strong interpersonal skills, with the ability to build and maintain positive relationships locally and globally
• Experience working with SAP or similar systems, including new sales, repairs, exchanges, and report building
• Proficiency in Power BI and advanced Microsoft Excel skills, including Macros
• Demonstrated experience in the spare parts industry and working within contractual obligations
• Ability to understand and interpret technical or non-technical customer requirements, providing solutions that meet both customer and company needs
• Strong administrative and organisational skills, with a proven ability to track jobs and documentation through the system
• Commitment to following up enquiries until a satisfactory resolution is achieved for both the customer and Safran
• Proactive, self-motivated professional with a commitment to high standards and ongoing development
• Highly organised and logical, able to prioritise and follow through with persistence to achieve results
• Strong attention to detail and a focus on delivering exceptional customer satisfaction
• Strategic thinker with commercial acumen, able to identify business opportunities and act as a trusted advisor
• Decisive, self-starting, and entrepreneurial, capable of taking initiative in a dynamic environment
• Experienced mentor who coaches and encourages colleagues, fostering teamwork and confidence
• Committed to continuous improvement and contributing positively to a team-oriented organisation
• Adaptable and flexible, able to manage competing priorities and respond effectively to challenges
• Strong problem-solving skills, able to analyse complex situations and implement practical solutions
• Energetic and resilient, maintaining motivation and focus in a constantly changing environment

To Apply

All applications should include a covering letter and up to date CV and be submitted to the attention of Human Resources quoting reference number CSRM0925.

To submit your application on our website it is best to use a desktop. If you have any issues submitting your application please contact Jessica on 02 9796 6600.

SAFRAN is proud to be an equal opportunity employer. We value the skills, experience, and personal qualities of all our people and select candidates based on merit. We do not discriminate on the basis of age, gender, gender identity, sexual orientation, race, ethnicity, nationality, religion, disability, or any other characteristic protected by law. Candidates must currently have the legal right to work in Australia to be eligible to apply for this position. Please note all final applicants for this position will be asked to complete a national police check.

Company Information

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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.