Customer Services Manager - MRO page is loaded
Customer Services Manager - MRO
Apply locations Tewkesbury, Gloucestershire time type Full time posted on Posted 5 Days Ago job requisition id R4387
Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are now recruiting for a Customer Services Manager to join our MRO Europe business. This role will be based at our newly created Ontic Tewkesbury site but travel between all of our Gloucestershire sites should be expected.
Ontic is more than just a business; we're a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. We're committed to excellence, driving us to continuously improve and adapt, ensuring that we remain at the forefront of our industry.
The Role:
You'll ensure that communication between the MRO business unit and Ontic’s customers is maintained, service expectations are proactively managed, issues are resolved, and customer satisfaction is driven.
The role will involve close collaboration with internal teams, including Operations, Planning, Supply Chain, and Quality to ensure that customer requirements are interpreted and followed through. Additionally, the Customer Services Manager will play a key role in fostering long-term customer relationships and supporting growth through exceptional service management.
For an initial period of 12 months, this role will have responsibility across 2 sites before transitioning full-time to 1 site.
About you:
At Ontic, our culture is integral to making sure we enjoy our work and deliver for our customers. While we look for the right skillset, we're also looking for someone who will thrive within our recognition and empowerment culture.
Key Skills & Competencies:
* Strong leadership skills with experience managing MRO customer accounts.
* Deep understanding of MRO operations, aviation regulations, and customer service best practices.
* Excellent interpersonal and communication skills to establish and maintain credibility.
* Commercial acumen with experience in the administration of contracts, disputes, and profit and loss centre accounts.
* Strong organizational skills, able to balance and prioritize a diverse customer base and internal workloads.
* Proficiency in Infor Syteline ERP and MS Dynamics CRM advantageous.
* Demonstrated experience leading difficult conversations to a positive outcome.
Qualifications & Experience:
* Bachelor’s degree in Business, Aviation, or a related field.
* Minimum of 7 years’ experience in Customer Service, Account Management, or Programme Management within an aviation or MRO environment preferred.
* Experience managing international customer accounts.
* Experience leading teams and managing customer relationships in MRO sectors preferred.
* Experience managing service-level agreements (SLAs) and contractual obligations across a diverse customer base.
* Familiarity with UK CAA, EASA, FAA, or other relevant aviation regulatory requirements.
* Knowledge of airframer in-service support contracts e.g., PSAA and GCP.
Benefits:
At Ontic, we care about your financial, physical, and mental wellness, so we offer a range of benefits to support this. We care about what matters to you and have a valued culture of recognition and empowerment, accompanied by benefits that support work/life balance.
Our benefits package highlights include:
* Up to 29 days paid holiday plus Bank Holidays
* 10 hours paid volunteering time
* Annual goal share bonus scheme for all employees
* 24/7 Employee Assistance Program (EAP)
* Discounts and offers from a range of retailers
Best place to work:
We are more than the sum of our parts. And we’ve been recognized internally and externally for being so:
* We were ranked #9 in Best Companies’ Q3 leaderboard for Best Manufacturing Company based on our employee feedback.
* 72.5% of employees who took part in our 2023 employee satisfaction survey said they are proud to work at Ontic.
No day is the same at Ontic; we have doubled in size over the last couple of years and are still in rapid growth. We attribute our success to empowering colleagues to create the opportunity, fostering an environment of autonomy where we ask for forgiveness, not permission.
Our values:
* We share a common sense - we’re a global family of specialists with a shared passion for precision.
* We have the freedom to choose - we’re challengers and innovators with the freedom to think differently and challenge the status quo.
* We create the opportunity - we’re change-makers with a clear direction and can-do spirit.
We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic, and always seeking ways to improve, you'll enjoy a career with us!
About Us
Ontic is a leading global aerospace OEM trusted by the world’s aerospace leaders. With over 1,300 employees across four time zones and seven sites, we have more than doubled in size since 2019 and are continuing to grow.
With capabilities spanning various aerospace sectors, our long-term, established investments with leading aviation OEMs enable them to divest their product lines to us, freeing them to focus on the future.
Whether a customer, partner, member of the community, or each other, our promise remains the same — we embrace the challenge to start where others stop. So, why not join us? Apply today and take off with Ontic.
We are more than the sum of our parts. Why not join Ontic today?
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