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24 days ago
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Customer Support Manager


Line Up Aviation
Salary: DOE
Location: Essex
Job type: Permanent
Contact: Julie Hall
Job Role: Customer Service Jobs
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Line Up Aviation is a world leader in the recruitment of Aviation and Aerospace professionals and has been operating for more than 28 years. We work with some of the industry’s best known companies who demand the very highest standard of applicants.

Client:
Our Clients services are built on the combination of two essential factors, 30 years of experience and the pursuit of excellence in everything they do. They achieve their success by total commitment to maintaining the quality of our highly skilled workforce and building and developing relationships with their clients.
They provide the ultimate FBO for the corporate and business aircraft operator with an extensive range of aircraft handling, engineering and support services all in-house and from their own purpose built premises.

Customer Support Manager
The Customer Support Manager is a key member of the operations team and will be responsible for all customer support related activities including sales. Key Liaison to all commercial accounts. Gain and maintain extensive customer insight and initiate all reporting, communication and visits. Ensure complete contract fulfilment as per customer agreements. Responsible for the successful development, implementation and maintenance of plans supporting ITJC maintenance with superior results in customer satisfaction, internally and externally.

Responsibilities include:
Establish customer support strategy goals and objectives.
Manage day to day operations of customer support.
Primary point of contact between all customers and ITJC.
Identify market potential of customers with projected service intervals.
Develop pricing for company services, interface with GM to ensure pricing meets company goals with respect to profit margin.
Responsible for contract content, development and negotiations together with the GM.
Prepare monthly, quarterly and yearly sales forecast based on market data.
Measure and maintain customer satisfaction. Improve standards for handling customer complaints and participate in escalated issues to ensure customer satisfaction.
Participate and/or arrange event management meetings when applicable.
Manage scheduling of customer events and communication internally and externally.
Coordinates AOG technical support and Quality Assurance audits with the respective support department heads
Ensure contract margin targets are met.
Responsible for company market strategy and implementation.
Schedule coordination and provide delivery updates to client.

Ideal candidate’s profile:
Minimum five (5) years’ experience of similar type role and/or project managing in Aviation.
Technical understanding of aircraft maintenance.
Advanced level of written and oral communication skills in the English language with excellent interpersonal skills.
Highly developed negotiation skills.
Willing and able to work in high intensity environment where high performance standards are the norm.
Customer focussed, tenacious, able to work well with others, interface on a professional level with contemporaries.
Extensive background in business management and customer support.
Advanced level of computer knowledge (Microsoft Office Suites: Excel, Word, and Outlook).
Leadership skills with creativity and new solution methods.

Additional Information
·Based: Stansted - Essex
·Salary: DOE – £40k - £55k
·Job type: Permanent

If you are interested in applying for this position and you meet the requirements, please send your updated CV to: Julie Hall

Due to the number of applications we receive, it’s not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.

“Follow @LineUpAviation on Twitter for all of our latest vacancies, news and pictures from our busy UK Head Office.  Interact with us using the #LineUpAviation tag at any time!  Thank you for your follow!”
Line Up Aviation is a recruitment agency

Line Up Aviation is a world leader in the recruitment of Aviation and Aerospace professionals and has been operating for more than 28 years. We work with some of the industry’s best known companies who demand the very highest standard of applicants.

Client:
Our Clients services are built on the combination of two essential factors, 30 years of experience and the pursuit of excellence in everything they do. They achieve their success by total commitment to maintaining the quality of our highly skilled workforce and building and developing relationships with their clients.
They provide the ultimate FBO for the corporate and business aircraft operator with an extensive range of aircraft handling, engineering and support services all in-house and from their own purpose built premises.

Customer Support Manager
The Customer Support Manager is a key member of the operations team and will be responsible for all customer support related activities including sales. Key Liaison to all commercial accounts. Gain and maintain extensive customer insight and initiate all reporting, communication and visits. Ensure complete contract fulfilment as per customer agreements. Responsible for the successful development, implementation and maintenance of plans supporting ITJC maintenance with superior results in customer satisfaction, internally and externally.

Responsibilities include:
Establish customer support strategy goals and objectives.
Manage day to day operations of customer support.
Primary point of contact between all customers and ITJC.
Identify market potential of customers with projected service intervals.
Develop pricing for company services, interface with GM to ensure pricing meets company goals with respect to profit margin.
Responsible for contract content, development and negotiations together with the GM.
Prepare monthly, quarterly and yearly sales forecast based on market data.
Measure and maintain customer satisfaction. Improve standards for handling customer complaints and participate in escalated issues to ensure customer satisfaction.
Participate and/or arrange event management meetings when applicable.
Manage scheduling of customer events and communication internally and externally.
Coordinates AOG technical support and Quality Assurance audits with the respective support department heads
Ensure contract margin targets are met.
Responsible for company market strategy and implementation.
Schedule coordination and provide delivery updates to client.

Ideal candidate’s profile:
Minimum five (5) years’ experience of similar type role and/or project managing in Aviation.
Technical understanding of aircraft maintenance.
Advanced level of written and oral communication skills in the English language with excellent interpersonal skills.
Highly developed negotiation skills.
Willing and able to work in high intensity environment where high performance standards are the norm.
Customer focussed, tenacious, able to work well with others, interface on a professional level with contemporaries.
Extensive background in business management and customer support.
Advanced level of computer knowledge (Microsoft Office Suites: Excel, Word, and Outlook).
Leadership skills with creativity and new solution methods.

Additional Information
·Based: Stansted - Essex
·Salary: DOE – £40k - £55k
·Job type: Permanent

If you are interested in applying for this position and you meet the requirements, please send your updated CV to: Julie Hall

Due to the number of applications we receive, it’s not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.

“Follow @LineUpAviation on Twitter for all of our latest vacancies, news and pictures from our busy UK Head Office.  Interact with us using the #LineUpAviation tag at any time!  Thank you for your follow!”
Line Up Aviation is a recruitment agency


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