MRO Lead

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Helicopter Engines est le leader mondial de la motorisation pour hélicoptères, avec plus de moteurs produits depuis sa création. La société offre la plus large gamme de turbomoteurs et compte 2 500 clients répartis dans 155 pays.

Descriptif mission

Summary of Job Purposes Manage and Coordinate all of the customer support and service aspects of Safran Helicopter Engines' customers within a given region. Customer oriented service representative that represents Safran Helicopter Engines, provides product and service information, resolves problems, handles email and phone calls with accuracy and efficiency, ensuring excellent service standards while maintaining high internal and external customer satisfaction. Objectives: Monitor, analyze and improve all MRO activities for engines, modules, part and accessories, FCU/HMU and ensure that service rate is being met Is responsible for the repair of engines and modules TAT towards the front office and to ensure efficiency in MRO process Ensure good internal communication with all Safran Helicopter Engines network mainly with repair center and Front Office Customer supports. Duties & Responsibilities: Managing MRO activities and Customer Satisfaction MRO Lead Improve all MRO activities and ensure that service rate is being met Responsible for the MRO KPI Manage the global TAT and reports any issues or deviation of the commitment towards the customers. Propose alternative solutions when appropriate Ensure the TAT level for expedition in and out, commercial proposal and customer approval. Work closely with the FO CSR to speed up the transit in phase within the repair center Anticipate the shipment of the material after repair following FO CSR instructions Ensure effectiveness of communication between the players of the Repair process Review of Technical Reports to insure quality reports are delivered to customers Forecast, Induct, manage and track customer property in WIP working closely with CSR Front Office and liaising with shop to meet customer requirements Substantiate and explain the technical report and generate commercial quote sent to the FO CSR. Propose best commercial solution according to customer needs, in compliance with Company strategy, resources and operator's expectations Ensure objectives follow up, justify the discrepancies and propose corrective actions with Repair center Ensure effectiveness of the communication link between the players of the Front Office and Back Office Carries out the reporting and communication for his/her activity Ensure the TAT level for expedition in and out, commercial proposal and customer approval. Provide other ad-hoc duties if required by the Customer Support Director

Required Competencies: Education / Knowledge / Skills and Abilities: Min. Education Level : Diploma Field of Study : Any Year of Experience Required : Customer support experience in aviation industry preferred Knowledge of SAP preferred Technical knowledge and ability to read technical or strip report is preferred. Customer orientation and ability to adapt/respond to different types of characters Ability to multi-task and manage priorities in a fast paced environment Ability to make decisions: Knows how to make decisions that can be justified by target criteria, requiring a selection of relevant information, the development of hypotheses, an anticipation and assessment of risks. Ability to solve problems: Knows how to adapt and/or design procedures, methods, rules, etc. Ability to work as part of a team (frequency and scope of relational interactions): Very frequent interactions and many internal and external parties. Ability to work in a multicultural environment: Knows how to work regularly with a network of people