Customer Service Supervisor - Repair Station (H/F) - MAG AEROSPACE INDUSTRIES, LLC

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 110 000 collaborateurs pour un chiffre d'affaires de 31,3 milliards d'euros en 2025, 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 2025 » du magazine TIME. Safran Cabin est n°1 mondial des intérieurs d'avions. Safran Cabin fournit des aménagements intérieurs innovants, intelligents et responsables, et des équipements avancés de gestion de l'eau et des déchets. Ici, vous développez vos compétences et évoluez au sein d'une communauté d'experts qui vous enrichit chaque jour. Ici, la collaboration connecte nos équipes à travers le monde. Le saviez-vous ? Nous avons déjà volé ensemble ! Envie de nous rejoindre ? En savoir plus sur Safran Cabin (hyperlink pour la partie soulignee: Parce que nous sommes persuadés que chaque talent compte, nous valorisons et encourageons les candidatures de personnes en situation de handicap pour nos opportunités d'emploi. Mission description Here, we craft excellence together. Your mission? Making the journey the most enjoyable part of the trip. 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. The 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 responsible for supervising 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 behaviours to accomplish Repair Station goals. Team Leadership & Development: build and retain a strong team and shape staff behaviours, interview and hire new candidates as needed, 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 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. 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 #J-18808-Ljbffr AEROCONTACT