Customer Support Manager

<p>Zenon Recruitment is pleased to be supporting an established and well known Maintenance Facility in South UK who is currently recruiting a Customer Support Manager.&nbsp;</p> <p>Key Responsibilities will include:<br /> •&nbsp;&nbsp; &nbsp;The Customer Support Manager reports directly to the Commercial Manager and is responsible for ensuring that Customer requests are handled correctly and within contractual obligations<br /> •&nbsp;&nbsp; &nbsp;Providing a 24/7 interface at various levels with the Customer and Client and maintains key internal KPI’s to ensure a high level of service is continuously offered<br /> •&nbsp;&nbsp; &nbsp;Responsible for ensuring that Customer service level agreements are in place, adhered to and reported upon. This will include regular Customer meetings ensuring their expectations are being met and capturing Customer insight and potential requirements<br /> •&nbsp;&nbsp; &nbsp;Responsible for the coordination of all Part 145 AOG, Line and Base maintenance inputs between Customer and Maintenance team<br /> •&nbsp;&nbsp; &nbsp;Ensures that the specification of work is clear, unambiguous and sufficiently detailed to ensure no misunderstanding can arise<br /> •&nbsp;&nbsp; &nbsp;Liaises with Maintenance with regard to maintenance slots and production planning<br /> •&nbsp;&nbsp; &nbsp;Manage Customer accounts accordingly and ensure that the client is the foremost in the Customers maintenance services<br /> •&nbsp;&nbsp; &nbsp;Ensuring that the incoming conditions, warranty and service programmes are specified by the Customer and potentially if appropriate hold pre-input meetings with Customer and Maintenance<br /> •&nbsp;&nbsp; &nbsp;Responsible for the planning and work sequencing of each input to ensure on time delivery of the aircraft<br /> •&nbsp;&nbsp; &nbsp;Act as the focal point between the company and the OEM for the Approved Service Centre status for all product related topics including, but not limited to, integrated service programmes, warranty, ASC reporting<br /> •&nbsp;&nbsp; &nbsp;Liaise with JSSI and MSP and request a Purchase Order for the items in the work scope that will be covered by them.<br /> •&nbsp;&nbsp; &nbsp;Produce and submit to the customer daily reports on progress, technical and spares issues whilst the aircraft is at the company.<br /> •&nbsp;&nbsp; &nbsp;Produce and submit ‘Additional Work Requests’ to the Customer when outside original quotation<br /> •&nbsp;&nbsp; &nbsp;Maintain an up to date database containing customer and aircraft details using Quantum.<br /> •&nbsp;&nbsp; &nbsp;Ensure that all tasks in a customer work scope are fully engineered before the quotation is sent to the customer<br /> •&nbsp;&nbsp; &nbsp;Post maintenance input send to customer the website link to complete the Customer satisfaction surveys<br /> •&nbsp;&nbsp; &nbsp;Follow up on customer feedback from the survey findings, both positive and negative<br /> •&nbsp;&nbsp; &nbsp;Liaise with the Finance Department in preparation of the customer invoices<br /> •&nbsp;&nbsp; &nbsp;Review and agree all customer invoices prior to them being sent to the customer<br /> •&nbsp;&nbsp; &nbsp;Support the Sales Director and Commercial Department in sales and marketing activities<br /> •&nbsp;&nbsp; &nbsp;Support the development of the company’s Part 145 approval<br /> •&nbsp;&nbsp; &nbsp;Produce and regularly review the departments Technical Procedures.<br /> •&nbsp;&nbsp; &nbsp;Act as the relevant liaison with other businesses within the company<br /> •&nbsp;&nbsp; &nbsp;Assist in compiling annual sales forecasts<br /> •&nbsp;&nbsp; &nbsp;Responsible for Occurrence Reporting as required<br /> •&nbsp;&nbsp; &nbsp;Building the brand and reputation of the company in terms of Safety, Quality, Integrity, Passion and Value<br /> •&nbsp;&nbsp; &nbsp;Assist with the implementation of new business systems e.g. Quantum<br /> •&nbsp;&nbsp; &nbsp;Implement the Company’s Environmental Health and Safety policy<br /> •&nbsp;&nbsp; &nbsp;Attend relevant management meetings and Customer liaison meetings<br /> •&nbsp;&nbsp; &nbsp;Attend relevant OEM based seminars</p> <p>The successful candidate will hold the following key skills:<br /> •&nbsp;&nbsp; &nbsp;Previous Customer Support or Field Service role experience<br /> •&nbsp;&nbsp; &nbsp;Self-driven and results orientated with a clear focus on safety and quality<br /> •&nbsp;&nbsp; &nbsp;Ability to provide strong drive and motivation to multi-disciplined teams<br /> •&nbsp;&nbsp; &nbsp;Solid problem solving ability<br /> •&nbsp;&nbsp; &nbsp;Flexible and able to manage varying demands and workloads<br /> •&nbsp;&nbsp; &nbsp;Must have excellent face-to-face and telephone communication skills<br /> •&nbsp;&nbsp; &nbsp;Able to understand P&amp;L calculations and basic business finance including preparation of quotations<br /> •&nbsp;&nbsp; &nbsp;Understands and can interpret regulatory and technical data<br /> •&nbsp;&nbsp; &nbsp;Understanding of EH&amp;S practices and policies<br /> •&nbsp;&nbsp; &nbsp;Demonstrates the Company values: Safety, Quality, Passion, Integrity and Continuous Improvement, Attention to detail and meticulous in all maintenance aspect</p> <p>In return, this permanent position will offer a competitive salary plus benefits. The successful applicant will be required to hold the following:<br /> •&nbsp;&nbsp; &nbsp;Ideally hold UK CAA B1 or B2 EASA Part 66 licence or 5 years aircraft maintenance experience<br /> •&nbsp;&nbsp; &nbsp;Thorough understanding of Part 145 and an understanding of Part M requirements<br /> •&nbsp;&nbsp; &nbsp;Sales, Marketing, Negotiation and strong Numerical skills<br /> •&nbsp;&nbsp; &nbsp;Computer literate<br /> •&nbsp;&nbsp; &nbsp;Full UK Passport and UK driving licence<br /> •&nbsp;&nbsp; &nbsp;Fluent in reading and speaking English.</p> <p>To apply for this position, please forward your CV and other documents to rachel.fry@zenon.aero</p> <p>Zenon Recruitment Ltd is acting as an Employment Agency in regards to this vacancy.</p>