客户支持经理 CSM - 赛峰直升机发动机

• Ensure efficient and effective support to customers, protecting the interests of the customers and of Safran HE China simultaneously to achieve a mutually beneficial win-win partnership approach.
• Responsible for selling Safran HE product(s), services, parts, solutions, or projects within the region supported by Safran HE China team.
• Interprets internal and external business challenges and recommends best practices to improve products, processes or services. Utilizes understanding of industry trends to inform decision making process.
• Monitor customer satisfaction level and propose preventive and corrective actions in order to keep it at high levels.
• Define and establish strategies to enhance customer support on his/her allocated customer portfolio.
• Maintain and develop long-term relationship with existing customers, Trading partners and/or governmental representative agencies.
• Establish short/mid-term strategies to develop new business opportunities and/or new partnerships with customers.
• Leads others to find creative solutions to address complex projects, markets, sales processes, or customers.
• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity. Communicates complex messages and negotiates mainly internally with others to adopt a different point of view. Influences peers to take action and may negotiate with external partners, or customers.
• Identify new prospects and/or potential customers to develop Safran HE China Business (new engines, spare & retrofit engines).
• Identify and Innovate new business models or commercial policies according to Chinese Helicopter market needs and expectations.
• Establish strong collaboration and communication with Corporate partners: o Adhere all Safran HE internal commercial policies and processes o Consistent communication and exchange of Chinese helicopter Market trend/evolution o Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision.
• Other tasks assigned by managers MISSION / OBJECTIVES BREAKDOWN Task 1 – CSM External tasks (direct customer relationship) Pilot contract negotiations, delivering customers’ expectations while protecting Safran HE Interest Promote Safran HE Products and services, Provide added value and customized services to establish a win/win cooperation between customer and Safran HE Manage Safran HE / Customer respective commitments (contractual, projects, …) Proactively manage & anticipate potential issue(s) customers will face (Ensure and maintain high level of customer satisfaction) Manage commercial gestures and discount with the customer(s) in accordance with Safran HE requirements/policies Deploy a structured networking plan on his/her customers and periodical visits Ensure participation and efficient contacts with customers during Safran HE and industry events: Organize customer visits and prepare meeting minutes & action plans when applicable In terms of prospects: identify potential new customers; arrange prospective visits, alert on acquisition projects, competition. Task 2 – CSM Internal tasks Define and implement action plans for his/her customers based on Safran HE China business strategy Prepare offers, contracts and adhere to internal Safran HE policies before negotiating with the customer(s) Lead progress and information meetings (i.e. area meeting, business case review…) with Safran HE stakeholders Monitor market trend as well as related regulations and/or environment change, analyze impact to Safran HE market position and approach, development short/mid-term business development plan MINIMUM QUALIFICATION / EXPERIENCE:
• Possess at least 5 years of aviation experience with strong network within China aviation Market; preferably in helicopter market and/or engine business.
• Experience in sales / business development / customer service / project management.
• Fluent in Mandarin & English; Converse & Written; French speaking is a plus.

PERSONAL REQUIREMENTS

• Customer oriented, result driven and good people skill.
• Strong leadership skills; demonstrated ability to lead programs / projects.
• Ability to work in a multi project and cultural environment.
• Demonstrated ability to work under pressure and deliver on tight deadlines.
• Ability to work independently with positive attitude.
• Excellent verbal and written communications skills.
• Ability to articulate and present with confident in front of C-suite leaders.