Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Customer Service Supervisor - Repair Station

Employment type

Permanent

Professional category

Supervisory staff

Part time / Full time

Full-time

Job description

Join our first-class team to reinvent in-flight experience. In the role of Customer Service Supervisor - Repair Station you'll play a pivotal part on our Repair Station team. Customer Service Supervisor will be the direct liaison between Management and Airlines Customers by directing daily Customer Service operations for the REPAIR STATION.
THIS POSITION WILL REQUIRE DAILY ONSITE PERFORMANCE. The Customer Service Supervisor will be leading Customer Service Representatives (CSRs) Team to support operations within a fast-paced airline repair station environment, ensuring team efficiency, driving customer satisfaction, maintaining service standards to the highest level with team efficiency and performance. This role is responsible for supervision of customer service staff, ensuring timely communication with airline clients, coordinating maintenance status updates, and maintaining high levels of customer satisfaction while supporting FAA and company compliance standards and regulations.
The Customer Service Supervisor will be responsible for building a strong team and shaping staff behaviors to accomplish Repair Station goals. In this collaborative role the Customer Service Supervisor will be implementing standards processes and procedures, developing Customer Service Team training and improving Customer Service performance, accuracy and communication.

This position contributes to our vision by:
• Team Leadership & Development: build and retain a strong team and shaping staff behaviors, interview and hire new candidates as need it
• Supervise and support daily activities of the customer service team within the repair station
• Issue disciplinary actions or Process Improvement Plan (PIP) as necessary
• Maintain Customer Service Representative team timecards
• Review and process CSRs appraisals and PDRs (Performance Development Records)
• Measure, publish and maintain CSRs metrics (quotation, approvals and shipments)
• Assure CSRs Processes requests to meet quality scorecard goals and KPIs
• Serve as the primary point of contact for airline customers' escalations regarding aircraft maintenance status, schedules, delays and service updates
• Coordinate communication between CSRs, Planning, Repair Shop, Quality, Logistics, Finance and Airline Representatives
• Monitor CSRs workflow to ensure Customer repairs, inquiries and documentation are responded/completed accurately and on schedule
• Attend QRQC, Department meetings and customer meetings concerning service and support activities
• Troubleshoot customer concerns professionally and efficiently while maintaining strong client relationships
• Ensure compliance with FAA regulations, Company procedures, and Safety standards
• Train, coach, and evaluate customer service personnel to maintain high performance and professionalism
• Performing additional duties as needed

But what else? (advantages, specificities, etc.)

Safran Cabin is #1 worldwide for aircraft interiors.

Here, you will build your skills and grow with a community of experts to enrich yourself every day.
Here, collaboration is embodied within the diversity of our teams all around the world.
Here, we're cutting our emissions, not your ambitions.

Together, let's shape the sustainable future of aeronautics. Learn more about Safran Cabin!

Cabin TA:
• Your Benefits: Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, and employee discounts & rewards for consumer products/services and more!

The expected salary range for this position is between $70,310 - $91,870 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.

Candidate skills & requirements

Qualifications:
• Previous experience in customer service supervision, preferably in aviation, MRO, airline operations, or repair station environments.
• Strong understanding of aircraft maintenance operations and aviation terminology preferred.
• Excellent communication, leadership, and problem-solving skills
• Ability to work in a fast-paced, deadline-driven environment.
• Proficient with Microsoft Office and maintenance tracking/customer service systems. ERP / MRP systems.
• Knowledge of FAA Part 145 repair station operations is a plus.
• High School diploma required, associate or bachelor's degree preferred.

This job posting has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.

Additional Requirements:
• Prepare operational reports, service metrics, and customer communication records
• Maintain and publish on Department Share File CSRs Training Procedures and Records of training
• Comply and enforce Company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Must comply with safety guidelines and procedures in accordance to the job
• Assist with scheduling, staffing, and continuous improvement initiatives
• Support AOG (Aircraft on Ground) situations with urgent customer coordination and status reporting

Annual salary

$70,310 - $91,870 USD

Job location

Job location

North America, United States, California, Los Angeles

City (-ies)

CA 90746 Carson

Applicant criteria

Minimum education level achieved

High School Diploma/GED Equivalent

Minimum experience level required

More than 5 years

Additional Languages preferred

English (Fluent)

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

No