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Customer Support Centre (CSC) - Europe Africa & Middle East Key Account Management

Location: Gloucester
Company: Safran
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Customer Support Centre (CSC) - Europe Africa & Middle East Key Account Management
Safran Landing Systems
Customer services and support
Gloucester , United Kingdom
# 2022-107176
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Job Description
Safran Landing Systems is the world leader in aircraft landing and braking systems. Our capabilities encompass the full life cycle of our products, ranging from design and manufacture to in-service support, repair and overhaul.
We are a partner to 30 leading commercial, military, business and regional airframers, and support over 27,000 aircraft making more than 60,000 landings every day. There are also more than 7,600 employees working in locations across Europe, North America and Asia.
Applications are now invited for the above position in our newly created Customer Support Centre (CSC) based in Gloucester, UK. Reporting to the CSC Manager, EAME Region your responsibilities will include the following:-
Key Account Manager General Responsibilities
• To directly manage a number of Airlines and/or MRO (Maintenance Repair and Overhaul) accounts within the EAME region and to be a focal point for 'Spares Order Management Activity' and managing the 'Customer Relationship' including satisfaction for the three product divisions of Safran Landing Systems - Landing Gear, Wheels and Brakes, plus Braking, Steering and Monitoring Systems Equipment.
• To interface and coordinate with the internal functions including Logistics, Credit Management, Warehouse, Supply Chain for any Spares management activity and resolution of customer issues, plus working with the Customer Support Manager (CSM) network for preparation of customer account reviews.
• Proactively manage the Critical Short List (CSL) with major customers and control customer demand through order book monitoring, delivery plan follow-up, order promising, delivery plan building logistics, risk analysis on deliveries, abnormal demand management, ERP update if needed & when collaboration with customer is done, etc.
• Close coordination and support needed with direct CSC management and teams including Tools & Process team to ensure daily priorities are managed and achieved and if any improvements can be made on the ordering process
• Daily Management of Aircraft on Ground (AOG) activity and support urgent requests from customers in respect of the AOG rules including: Request for Quotation (RFQ), Order Entry, Deliveries etc
• Required to support the Global Out-of-Hours AOG Desk by working a weekend day-shift on a rotation basis.
• Support routine travel to customers, when needed, within the EAME region in line with the annual visit planning
• Promote to customers usage of the many support tools available via our online portal
Complementary Description
In order to effectively carry out this role, you will need to be able to demonstrate the following competencies:
• Experience of managing customer relationships
• Customer Mindset and Customer focused
• Positive approach to working as part of a team and also independently • Problem solving methodology
• Ideally experience in some of the current applications used including: SAP, MS Dynamics, Office, Sharepoint, CRM etc
• A working knowledge of Safran Landing Systems organisation, Systems and Products
• Effective communication skills including both verbal, written and presentation
• A flexible approach to support Out-of-Hours AOG Management and potential customers visits
Job Requirements
Educated to HND standard or with equivalent work related experience, you will ideally have some experience either within an Airline, MRO or Customer Services position, or within a Customer Account Management or equivalent role and be able to demonstrate a working knowledge of the general responsibilities outlined above. International travel may also be required.
Join our Team
Our employees are at the heart of our success; we offer a range of competitive benefits, hybrid working, Global career opportunities and Training and Development at our dedicated Safran University to help contribute to a safer and more sustainable aviation.
As a forward-looking company, Safran Landing Systems massively invests in Research & Development. Carbon brakes, titanium parts, composite materials, additive manufacturing, more electric systems, new surface treatments, external and internal partnerships and digital transformation are all the result of this permanent innovation effort, which enables the company to develop new products that are ever more cost-efficient, better for the environment, lighter, stronger and quieter.
Company Benefits
At Safran Landing Systems, we pride ourselves on competitive flexible benefits that support our employees work/life balance enabling each person to contribute to the best of their ability.
• Hybrid Working and Flexible Working Scheme to attract and retain skilled employees that allows for the work/life balance you need
• 25 days holiday + UK Bank Holidays
• 'On Board Benefits' Programme, providing a number of schemes such as cycle to work, technology savings, retail discounts, access to healthcare, house moving day, sports and social club
• Shares and profit share bonus scheme
• Development and Training at Safran University as well as Company Sponsorship
• STEM engagement with schools, colleges and universities and Charitable activities for all
• Free parking onsite
• With a focus on employee health and wellbeing, we have events running throughout the year as well as an onsite large, subsidised canteen/break area with indoor seating, bicycle storage and shower/changing facilities.
'Offers of employment will be subject to a relevant level of company security vetting, which may include a criminal record check'
Specificity of the job
International travel may also be required.
Locate your future workplace
Cheltenham Road EastGL2 9QH
United Kingdom
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