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Developing effective customer support and services as part of a "win-win"-type partnership and providing customers with innovative, cost-effective solutions to ensure that they are fully satisfied is a strategic priority for the Group. To this end, the Customer Support and Services (CSS) function is involved from the bid and development phases of each programme, helping to ensure that systems and products are easy to use and maintain, and factoring cost of ownership into the design. The function is responsible for support resources (documentation, training, etc.), installation, application of warrantees, repairs and spare parts, obsolescence management and "turnkey" support services.

The Customer Support and Services function needs to listen attentively to customers, anticipate their requirements, handle claims and requests quickly and efficiently, and provide regular, reliable information.

To fully meet customers' expectations, the Group must be responsive and dynamic, constantly adjust its approach, offer global service level agreement and make intelligent use of new media.

To stay in touch with customers, obtain direct feedback on action taken and contribute to the rapid development of services, appropriate methods and tools need to be applied, but values such as motivation and availability are also vitally important.

The function is overseen by Generalist Managers and is organised into two specialist fields: upstream service engineering (integrated logistic support, documentation, training needs analysis and training), and downstream operational support and services (technical assistance, integration and installation assistance, repairs, spares and logistics). The function includes Consultants as well.

Typical career path within this generic job family : initial post, based on previous experience in Research and Development or Manufacturing, is in Technical Services Engineering or Operational Support and Services, eventually leading to the responsibilities of a Generalist Manager or a Consultant.