Customer Support & Sales Director

Customer Support & Sales Director

Company : Safran Electronics & Defense

Job field : Sales & Marketing

Location : Grand Prairie , Texas , United States

Contract type : Permanent

Contract duration : Full-time

Required degree : Bachelors Degree

Required experience : More than 8 years

Salary range : AMJ000-M3-15

# 2024-146634

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Job Description

Summary of Job:

– Reporting to the VP of Aftermarket, the Customer Support & Sales Director is the head of the CSSM (Customer Support & Service Managers), the CSR (Customer Services Representatives) and Aftermarket sales for the Americas region. The CSSM & CSR serve as One Face to the Customer and are responsible for their overall satisfaction. This role requires a strong leader who can work cross-functionally with engineering, quality, product, and support teams to ensure seamless customer experiences and foster long-term relationships.

Essential Duties and Responsibilities:

– Develop and implement a comprehensive customer service and sales strategy aligned with the companys goals and objectives.

– Lead contract negotiations with key clients and partners to secure favorable terms and agreements, while ensuring contracts comply with company policy and risk is mitigated.

– Escalation point for customer issues raised by the CSR/CSSM teams.

– Monitor industry trends and competitor activities to stay ahead of market changes and customer expectations.

– Coordinate the support team with regards to customer contractual obligations in order to ensure compliance with the contract terms and applicable rules.

– Responsible for revenue and profitability forecasting for all Aftermarket sales in the Americas region.

– Monitor customer feedback and implement improvements to service processes and policies.

– Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings.

– Responsible for customer relationships as it relates to in service fleet support and sales.

– Drive sales growth by developing and executing pricing strategies to achieve maximum margin, growth and financial targets.

– Lead, mentor, and inspire a high-performing team of customer service and sales professionals to achieve key performance metrics.

– Set clear goals and performance expectations, providing regular feedback and coaching to team members.

– Oversee accounts receivable collections to ensure timely and efficient collection of outstanding payments.

– Other duties, as required.

Complementary Description

This position requires use of information or access to hardware that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. Green Card Holder), Political Asylee, or Refugee.

Job Requirements

Education / Experience:

– Bachelors degree in Business Administration, Marketing, or a related field; Masters degree preferred.

– Minimum of 8 years of experience in customer service and sales management, with at least 5 years in a leadership role.

– Proven track record of driving sales growth and improving customer satisfaction.

– Strong leadership and team management skills with the ability to inspire and motivate a diverse team.

– Excellent communication, negotiation, and interpersonal skills.

– Analytical mindset with the ability to leverage data for decision-making and strategy development.

– Experience working with and/or for a foreign held company (French language skills is a plus).

Job knowledge:

Aeronautic

Aftermarket, Distribution, MRO

Identify and assess new business opportunities

Build sustainable business relationships

Key Account Management

Value-based proposition

Sales strategy

Operational Marketing

Contract negotiation

Leadership skills / Management skills / Personal skills:

Organizational skills

Communication skills / Negotiation skills

Cross Cultural Awareness

Creativity

Specificity of the job

Up to 50% Travel May Be Required

Locate your future workplace

2802 Safran DriveTX 75052

Grand Prairie

Texas United States

92,000

employees worldwide

27

Number of countries where Safran is located

35

business area families

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© Safran

Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.