Customer Support Analyst

Job description

Customer Support Analyst

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

2026-170406

Job details

Domain

Programs / Customer Relations

Job field / Job profile

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

Job title

Customer Support Analyst

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

The Customer Support Analyst is a key member of our Actuation Service Desk cross-disciplinary team. The team works with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities and brokers providing support for their aftermarket MRO and spares orders. The team works to manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide. This role is fast-paced, and the responsibilities are wide ranging, so you should be open minded, as well as a quick and independent learner. Proactive problem-solving skills are essential in this role, so you must not be afraid to deal with ambiguity. You will need to digest and analyze information quickly, make sound decisions, and effectively manage the path forward to issue resolution.

This position is remote and 2nd shift from 3pm to 1am EST. As the desk operates 24/7/365 candidates must be able to work holidays.

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

Preferred Qualifications

• Previous experience in Aerospace

• Experience with SAP & Salesforce

• Experience in resolving customer complaints and problems.

• Multi-cultural experience of dealing with other countries.

• IT & Analytics knowledge would be helpful.

• Knowledge of how Shipping & Logistics operate

• Experience with Microsoft Office Product Line.

• Robust written and verbal communication and reasoning skills.

Knowledge, Skills, and Abilities

• Must be a self-directed individual requiring minimal supervision.

• Must be experienced in Customer Service.

• Experience with Microsoft applications such as Word, Excel, and PowerPoint

• Strong time management and organization skills.

• Strong communication skills with emphasis on written communication.

• Leadership skills with strong customer presence.

• Must have the ability to function in a fast-paced environment while performing multiple tasks.

• Participation in lean activities for the department.

Potential travel up to 10%

Candidate skills & requirements

Essential Job Functions

• Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, and brokers, providing support for their aftermarket MRO and spares orders.

• Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer orders, and address customer concerns.

• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide.

• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM (Salesforce) & ERP (SAP) systems.

• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.

• Ensure all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately.

• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles.

• Assist in development and participation in efficient process improvements.

• Resolve complex issues, identify root causes, and implement corrective actions.

• Attend off shift team & organization wide meetings.

• Other duties may be assigned.

Education/Experience

• Bachelor's Degree and a minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience.

• Experience with SAP or similar ERP system to input & retrieve information.

• Experience with managing the life cycle of customer orders from point of order entry to shipment.

• U.S. Person (U.S. citizen, permanent resident, refugee or asylee)

Annual salary

$60,000- $88,000

Job location

Job location

North America, United States

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 3 years

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

Yes