Customer Support & Service management ( CSSM )

Job description

Customer Support & Service management ( CSSM )

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 Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.

Reference number

2026-172015

Job details

Domain

Programs / Customer Relations

Job field / Job profile

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

Job title

Customer Support & Service management ( CSSM )

Employment type

Permanent

Professional category

Administrative staff

Part time / Full time

Full-time

Job description

Make offers related to Services activities

Manage the end customer relationship on support and service contract aspects (if applicable)

Ensure the customer satisfaction

Respond to customer requests in terms of services and support

Monitor and Ensure the profitability of the customer account and the economic performance of the contracts

Coordinate the support and Customer services team (Front & Back Office) with regards to the Contracts as to ensure compliance with the contract terms and applicable rules

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

Ensure the Sales Process with operators:

Managing to S0 / S2 for new business to end users

Performing the negotiation of the support contract / PSA

Promote the image and services of Safran

Provide Inputs to S&OP & MTP

Organize Performance review with the Customers

Manage customer tickets on portal (when needed, create the ticket and assign it)

Candidate skills & requirements

job Knowledge:

• Process improvement and lean six sigma tools

• SAP proficiency

• Microsoft Excel

Leadership skills/Management skills/Personal skills

• Excellent communication

• Advanced time management and analytical skills

• Professional knowledge, project management and ability to influence others

• Flexibility, Determination and Persistence.

• Critical thinking and challenge the status quo

• Eager and Willing to Add to Their Knowledge Base and Skills

Job location

Job location

North America, Mexico, Baja California

City (-ies)

Ave. Sierra San Agustín #2498 Col. El Porvenir CP 21185 Mexicali

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 3 years

Additional Languages preferred

English (Fluent)