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Job Description
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
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