Job Description

Summary of Job Purposes
Manage and Coordinate all of the customer support and service aspects of Safran Helicopter Engines' customers within a given region. Customer oriented service representative that represents Safran Helicopter Engines, provides product and service information, resolves problems, handles email and phone calls with accuracy and efficiency, ensuring excellent service standards while maintaining high internal and external customer satisfaction.
Objectives:
• Monitor, analyze and improve all MRO activities for engines, modules, part and accessories, FCU/HMU and ensure that service rate is being met
• Is responsible for the repair of engines and modules TAT towards the front office and to ensure efficiency in MRO process
• Ensure good internal communication with all Safran Helicopter Engines network mainly with repair center and Front Office Customer supports.

Duties & Responsibilities:
Managing MRO activities and Customer Satisfaction
MRO Lead

• Improve all MRO activities and ensure that service rate is being met
• Responsible for the MRO KPI
• Manage the global TAT and reports any issues or deviation of the commitment towards the customers. Propose alternative solutions when appropriate
• Ensure the TAT level for expedition in and out, commercial proposal and customer approval.
• Work closely with the FO CSR to speed up the “transit in” phase within the repair center
• Anticipate the shipment of the material after repair following FO CSR instructions
• Ensure effectiveness of communication between the players of the Repair process
• Review of Technical Reports to insure quality reports are delivered to customers
• Forecast, Induct, manage and track customer property in WIP working closely with CSR Front Office and liaising with shop to meet customer requirements
• Substantiate and explain the technical report and generate commercial quote sent to the FO CSR.
• Propose best commercial solution according to customer needs, in compliance with Company strategy, resources and operator's expectations
• Ensure objectives follow up, justify the discrepancies and propose corrective actions with Repair center
• Ensure effectiveness of the communication link between the players of the Front Office and Back Office
• Carries out the reporting and communication for his/her activity
• Ensure the TAT level for expedition in and out, commercial proposal and customer approval.
• Provide other ad-hoc duties if required by the Customer Support Director

Job Requirements

Required Competencies: Education / Knowledge / Skills and Abilities:
• Min. Education Level : Diploma
• Field of Study : Any
• Year of Experience Required : Customer support experience in aviation industry preferred
• Knowledge of SAP preferred
• Technical knowledge and ability to read technical or strip report is preferred.
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task and manage priorities in a fast paced environment
• Ability to make decisions: Knows how to make decisions that can be justified by target criteria, requiring a selection of relevant information, the development of hypotheses, an anticipation and assessment of risks.
• Ability to solve problems: Knows how to adapt and/or design procedures, methods, rules, etc.
• Ability to work as part of a team (frequency and scope of relational interactions): Very frequent interactions and many internal and external parties.
• Ability to work in a multicultural environment: Knows how to work regularly with a network of people

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.