Senior lru services representative & regional team leader m/f (h/f)

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 100 000 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.Descriptif missionMission
Provide best-in-class LRU (Line Replaceable Unit) services to Indian and international customers while leading and mentoring the local Customer Service team. This position combines hands-on customer service responsibilities with full ownership of regional performance KPIs and team coordination.

Key Responsibilities
1. Core Customer Service (continuing CSR duties)
o Manage parts repair requests and create/track purchase orders in SAP.
o Provide regular status updates for open purchase orders.
o Propose standard exchanges when required.
o Organize and follow up on drop shipments of parts.
o Conduct regular calls and meetings with customers.
o Own and deliver all performance KPIs for the assigned region, ensuring service levels meet or exceed targets aligned with CSM / Regional Director teams
o Ensure the billing process, procurement for pool items and all the follow up items are monitored closely

2. Team Leadership & Development
o Supervise and mentor any Customer Service Representatives joining the region.
o Train new hires and ensure adherence to Safran service standards and processes.
o Oversee daily operations of the team, ensuring timely and accurate order management.

3. Regional & Strategic Coordination
o Oversee all customer accounts in the designated regions in close coordination with the dedicated Customer Support Manager (CSM).
o Maintain constant communication with customers to ensure 100 % satisfaction and identify weak signals or new business opportunities.
o Work closely with Safran teams in France for escalations, best practices, and continuous improvement.
o Accompany the Regional Director or CSM during customer visits and key meetings.
o Provide regular performance and feedback reports to management.