Customer Support & Services Manager

Customer Support & Services Manager

Job details

General information

Entity

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 Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

Reference number

2026-180072

Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Customer Support & Services Manager

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

Job Summary:

The Customer Support and Services Manager is the primary customer liaison for a portfolio of Aircraft (A/C) and Helicopter (H/C) customers within the aerospace aftermarket segment. This role is pivotal in driving customer-focused sales initiatives related to Aftermarket and Maintenance, Repair, and Overhaul (MRO) services across the assigned territory. The Manager leads all commercial interactions and negotiations on behalf of SEDA, aligning with the corporation's strategic and financial goals. Ultimately, this position is accountable for ensuring high levels of customer satisfaction and fostering long-term business growth.

Essential Job Functions

• Act as the main point of contact and trusted advisor for assigned customers, providing a single interface ("One Face to the Customer") to maintain and deepen customer relationships.

• Serve as the escalation point for customer support issues, ensuring timely resolution and sustained customer satisfaction.

• Develop, implement, and manage comprehensive sales plans targeting aftermarket parts and MRO services, aligned with company growth and profitability objectives.

• Conduct detailed market research and competitive analysis to identify new business opportunities and expand the customer base within the aerospace aftermarket.

• Develop and execute pricing strategies that balance market competitiveness with achieving maximum margin, growth, and financial targets.

• Lead contract negotiations to ensure alignment with corporate policies and profitability goals.

• Collaborate closely with OEM Sales teams, Program Support Management, and Customer Support functions to meet customer demands and sales objectives.

• Facilitate effective internal communication and cooperation across departments to respond swiftly to customer needs and resolve issues.

• Travel frequently throughout the Americas to engage with customers, with potential international travel to support global accounts and strategic initiatives.

But what else? (advantages, specificities, etc.)

Travel Specificity:

Potential travel between Irvine, California and other locations up to 75%.

Physical Demands:

While performing the duties of the job, the employee is regularly required to remain in a stationary position and occasionally move about the office and facility. Constantly operates and uses a computer and other office productivity machinery, such as a copier/printer. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information. The ability to observe, identify and assess details at close range (within a few feet of the observer). Occasionally lift and/or move up to 10 pounds across office for various needs.

Work Environment:

The work environment is predominantly office, with work occasionally being performed in a remote office of a customer or other business unit. Noise level in the office is typically quiet while the noise level in remote offices can occasionally require hearing protection.

Experience in relevant Business sector:

Proven experience in sales and customer support or account management within a technical or industrial business sector is required. Direct experience in the aerospace industry is preferred but not mandatory.

Candidate skills & requirements

Education/ Experience:

Bachelor's or Master's degree in a relevant field with 8+ years of experience in aerospace aftermarket sales or customer support management. Strong background in contract negotiation, pricing strategy, and long-term account development. Experience working with or within foreign-held companies is advantageous.

Knowledge, Skills, and Abilities:

• Strong commercial acumen including proficiency in sales processes, pricing strategy, business planning, negotiation, and proposal development.

• Excellent interpersonal, presentation, and relationship management skills.

• Strong oral and written communication abilities tailored for diverse customer interactions.

• Effective problem-solving skills and ability to resolve customer issues promptly.

• Self-motivated entrepreneurial mindset with the ability to work independently and proactively.

Leadership Skills / Management Skills / Personal Skills:

• Excellent planning, organization, and prioritization skills to manage multiple accounts and customer issues concurrently.

• Ability to manage escalations, resolve conflicts, and provide structured problem-solving to maintain business continuity.

• Experience managing customer performance metrics (KPIs, SLAs, etc.) and reporting performance internally and externally.

• Strong understanding of commercial processes including pricing, contract terms, and P&L impact.

Annual salary

Based on Market Rate

Job location

Job location

North America, United States, Texas

City (-ies)

Grand Prairie, TX 75052

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 8 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

Yes