Build an Aviation Career You’re Proud Of

Build your career with integrity by working at a company that doesn’t just treat you like a number. You’ll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you’ll be set up for success.

Responsibilities:

• Develop and manage Customer relationships, increasing Customer satisfaction, delivering a responsive and effective communication process;
• Identify and investigate further MRO business opportunities with customer base;
• Serve as a focal point for interaction with Customers and take ownership of Customer issues, identifying repeated Customer service problems;
• Communicating delays to the Customer and continually review suggesting process improvements with senior managers;
• Prepare and review Customer Summary/Status Reports; liaise with other departments and company-wide personnel as necessary;
• In conjunction with Sales and other commercially based personnel, prepare and submit cost estimates, invoices, sales orders and other customer analysis as required;
• Monitor, analyse and reassess information on cost estimates and invoices with the Programme Manager and Management Accountant (Engines);
• Effectively manage administration related to Customer accounts and booking-in procedures and coordinate with planners to effectively prioritise work input;
• Maintain frequent contact with Customers, documenting progress, coordinate with other shops and OEM representatives to request relevant engine related data as necessary;
• Administer and co-ordinate the OEM warranty policy;
• Carry out contract reviews and cost estimate reviews to ensure compliance of contract requirements;
• Accelerate resolution of work stoppages related to Customer supplied documentation, warranty issues and credit holds;
• Drive advance delivery of Customer supplied documentation (log book, log cards, PO’s) to support immediate engine function and forecast anticipated shop visits by Customer by engine serial number;
• Identify, manage and mitigate potential commercial risks through action plans;
• Provide assistance and support to Line Manager;
• Perform all other duties as required to ensure departmental efficiencies;
• Answer incoming calls and provide front line support;
• Comply with all current export controls, TAA/ITAR requirements and ensure compliance is maintained;
• Responsible for the Cycle Zero process;
• Monitor and liaise on Mobile Repair Team field work and deployed teams;
• Adherence to our Quality Management Systems (QMS), Safety Management Systems (SMS), Environmental Management Systems (EMS) and all associated Business Manuals

Authorities:

• Coordinate delegated authority sign off within the organisation;
• Estimates & Invoices.

Organisational Relationships:

• Working directly with Director of Engineering and Support 
• Other customer service based personnel
• Feedback where required to other staff members such as engineering, commercial, sales.
• Actively contribute in other functional areas not directly related to Customer Services i.e. Operations, Engineering, Quality and Material.
• Work effectively with colleagues and other internal departments.
• Service Centre associates.

Job Requirements:

Education and Training:

• Able to demonstrate strong levels of numeracy; furthermore, capable of being articulate; (e)
• Extensive experience of working within either an aerospace environment or similar engineering environment; (e) 
• Work experience in Sales, Customer Service or similar related field. (e)
• Gas Turbine Engine technical knowledge would be an advantage. (d)
• Familiarity with Windows, Microsoft Word, Excel, and Access databases and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout the engine business. (d)

Technical Requirements:

• Adept at building effective working relationships to benefit Customer needs
• Good interpersonal/communication skills – both written and verbal
• Negotiation and persuasion skills to be able to resolve Customer issues
• Presentation skills with an articulate and confident delivery style
• Self-motivated, and able to prioritise and manage own workload
• Meet the Company’s health screening and surveillance requirements.

Additional Information:

• Full Driving Licence would be required 
• Ability to work flexible hours with overtime as dictated by task.
• Willingness to travel within UK and internationally when required. 
• Working in an office setting, spending extended periods of time sitting at a computer.
• Must be willing to walk to various areas throughout the facility and wear PPE in areas where such requirements exist.

This is not an exhaustive list and from time to time additional responsibilities may be provided directly from your Line Manager.