Summary of Job:
* Reporting to the VP of Aftermarket, the Customer Support & Sales Director is the head of the CSSM (Customer Support & Service Managers), the CSR (Customer Services Representatives) and Aftermarket sales for the Americas region. The CSSM & CSR serve as One Face to the Customer and are responsible for their overall satisfaction. This role requires a strong leader who can work cross-functionally with engineering, quality, product, and support teams to ensure seamless customer experiences and foster long-term relationships.

Essential Duties and Responsibilities:
* Develop and implement a comprehensive customer service and sales strategy aligned with the company's goals and objectives.
* Lead contract negotiations with key clients and partners to secure favorable terms and agreements, while ensuring contracts comply with company policy and risk is mitigated.
- Escalation point for customer issues raised by the CSR/CSSM teams.
* Monitor industry trends and competitor activities to stay ahead of market changes and customer expectations.
* Coordinate the support team with regards to customer contractual obligations in order to ensure compliance with the contract terms and applicable rules.
* Responsible for revenue and profitability forecasting for all Aftermarket sales in the Americas region.
* Monitor customer feedback and implement improvements to service processes and policies.
* Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings.
- Responsible for customer relationships as it relates to in service fleet support and sales.
* Drive sales growth by developing and executing pricing strategies to achieve maximum margin, growth and financial targets.
* Lead, mentor, and inspire a high-performing team of customer service and sales professionals to achieve key performance metrics.
* Set clear goals and performance expectations, providing regular feedback and coaching to team members.
* Oversee accounts receivable collections to ensure timely and efficient collection of outstanding payments.
* Other duties, as required.

Education / Experience:
* Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
* Minimum of 8 years of experience in customer service and sales management, with at least 5 years in a leadership role.
* Proven track record of driving sales growth and improving customer satisfaction.
* Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
- Excellent communication, negotiation, and interpersonal skills.
* Analytical mindset with the ability to leverage data for decision-making and strategy development.
* Experience working with and/or for a foreign held company (French language skills is a plus).

Job knowledge:
Aeronautic
Aftermarket, Distribution, MRO
Identify and assess new business opportunities
Build sustainable business relationships
Key Account Management
Value-based proposition
Sales strategy
Operational Marketing
Contract negotiation

Leadership skills / Management skills / Personal skills:
Organizational skills
Communication skills / Negotiation skills
Cross Cultural Awareness
Creativity