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Customer Support representative

4 months ago

Whiteley, United Kingdom Safran Helicopter Engines Full time

Job Description

What's special about us?
Safran Helicopter Engines are the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Our UK facility is the European Maintenance Centre Hub for the SHE Group, performing level 1 to level 3 maintenance and repairs on complex helicopter engine components. Our experienced teams partner with our broad, global customer base, providing both technical expertise and broader support in both the fixed wing and rotary wing markets.

What will I be doing?
•Manage daily contact with the customer regarding specific needs. Responsible to prepare quotations, liaise with customers on their requirements and analyse their technical needs, accept customer purchase orders, liaise with logistics/SC to Sales & Customer Services ensure customer deliveries on time and that delivered goods and services are invoiced. Assist to solve non-payment of invoices. Prepare and monitor applicable customer service rates and implement action plans to ensure service rate targets are met and achieve overall customer satisfaction

•Manage and administer customer contracts

•Responsible for applying customer contract content and administrative requirements regarding scope of work, Receipt and delivery requirements and invoicing.

•Ensure that requirements, specified by the customer, are adhered to during execution of the contract.

•Ensure contract administration in accordance with SAFRAN HE UK policies and procedures.

•SBH Buy in calculation in support of CSM who want to sign SBH

•Engine Maintenance, Repair & Overhaul (MRO) Turn Around Time (TAT) and On Time Delivery (OTD)

•Meet the commitments to the customer in terms of deliveries of products and services

•Measure on a daily basis the delivery performance to customers and provide feedback to the Business Manager on a monthly basis.

•In liaison with logistic / SC Propose and implement action plans to maintain or improve Customer Service Rates.

•Liaising with the Repair Centre or CERPC CSR to get feedback regarding progress on customer repair in level 4 facility.

•In the case of Standard Exchange, ensuring the return of counterparts from the customer in good time and managing the return dates in the system

•Develop customer relations

•Interface with the customer during scheduled meetings at their facilities and local as well as informal discussions and communication by phone, e-mail

•Build a trust relationship by supplying regular and accurate information regarding the status of contractual deliverables.

•Fulfilment of SAFRAN HE UK commitments to customers.

•Generate reports as required by customers

•Act as a SAFRAN HE ambassador in the field.

•Sales & Customer Services

•Liaising with customers to ensure that customer needs are fully understood and translated into the company

•Analysing logbook data and technical report from FREP to prepare to quote the customer.

Complementary Description

Why us?
Operating worldwide, Safran Helicopter Engines employ 5,900 people and have more than 2,500 customers in 155 countries, and 22,000 engines in service.
Located in Fareham on the South Coast of the UK, we've been a leader in the aerospace market for over 80 years, with a reputation for putting our customers first. Supporting both the civil and military markets, our UK facility is the European Maintenance Centre Hub for the Safran Helicopter Engines Group.

As a valued member of our team, these are just a few of the benefits you'll receive:
• 25 days holiday a year (plus bank holidays)
o Additional day for every 10 years' service
• Flexitime – where you can accrue up to your contractual hours
o Option to leave from 12:30 on Friday (role dependant)
• Hybrid working – on site 3 days per week from home 2 days (role dependant)
• On site restaurant with daily £1.50 subsidy for lunch
• Costa coffee on site
• Generous 7% pension contributions (after 3 months)
• Health cash back scheme (after probation)
• Purchase of company shares (after 3 months)
• Annual bonus of up to 3%
• Company sick pay
• Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services)
• Ample free parking
• Green scheme
o Accrue points for traveling to work by bike, walking, public transport or car share
o Once a quarter receive Amazon vouchers for the points (40 points = £10)

Job Requirements

Job Description (Continued)
•In the case of work to be performed by the MC, opening a work pack and supplying it to the MC manager requesting the availability of a technician or FREP and ensuring the work pack is returned following the completion of the job and prior to invoicing
•Receipt of customer orders and loading on to order book

•Invoicing and delivery of goods and services, making sure all cost are settled and sending the invoice to the customer. Obtaining a signed delivery note for all goods and services rendered.

•Responding for the day to day queries and requirements of each customer related to specific deliverables

•Requesting the necessary services and goods from SAFRAN HE in order to provide goods and services to customers.

•Keeping customers up to date in terms of deliveries, and informing them of any potential delay and the mitigating action

•Supporting customers with AOG requirements including out of hours on a rota basis.

•Identify ad-hoc commercial opportunities

•Support the Sales and Customer Service Objectives

•Identify problems, internal and external, related to customer deliveries and requirements and offering solutions

•Record customer complaints and warranties in the appropriate systems and requesting the required resources, in consultation with the relevant CSM, to address them. Manage warranty returns and arrange pick up

•Database Management

•Manage internal commercial activities for warranty, customer complaint, AOG, Commercial Gesture etc

•Update information systems in line with SAFRAN HE policy, SAP, OPX2, Fly, SWIT & others as required.

•Calculation using Standard exchange and 2nd hand tool

•Reporting using the CRM system

•To propose the implementation of continuous improvement actions (best practices) and process improvements especially through the improved use of IT e.g. SAP, Excel, PowerBI

•Participation in the Quality Management processes and in particular Quick Response to Quality Concern (QRQC) procedures

•Multiskilling: Be ready to back up the CSR for other operators.

•Maintain the working place tidy and clean at all time. Promote housekeeping improvement through 5S participation

•Management of contracts & customers in a complex business to business environment

•Sales administration

What do you need from me?
•A minimum of 5 years relevant aerospace industry experience desired
•Safran HE product knowledge desired
•Understanding of log cards desired
•Excellent command of the English language, written and spoken
•Communication and people skills
•MS Office especially Word, Excel
•Customer relations
•SAP Knowledge desired
•Proficient in technical writing desired
•Occasional UK and overseas travel to customers and other safran Sites.
•PowerBI desired

What's my next step?
Please apply via the website and if you have what we are looking for, a member of our talent acquisition team will be in touch.

Specificity of the job

Must be wiling to travel
Occasional UK and Overseas travel