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9 days ago
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Customer Service Manager


Leonardo Helicopters
Salary: Negotiable
Location: Yeovil
Job type: Permanent
Contact: Leonardo MW Ltd
Sector: Customer Services
Category: Aerodynamics Engineer
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The Customer Service Manager is the key interface point between the Customer and Leonardo Helicopters for all customer-related operational and support matters. The Customer Service Manager should have strong Customer needs awareness and the ability to "Think Customer". The primary responsibilities of the Customer Service Manager are:

Programme Managing the delivery of contracted materiel and services in support of budgeted revenue, profit and cash flow.

Developing and maintaining good Customer relations in order to maximise the potential for new business.

Key Responsibility Areas

  • Delivery of materiel and services in accordance with the contract baselines, company commitments and business directives.
  • Maintenance and sustainment of in-service customer operations through sound fleet management principles.
  • Proactive management of Customer's needs and requirements.
  • Gaining actionable insight of Customer preferences and intentions.
  • Engage with allocated resources across Customer Support & Training and the wider business / supply chain to deliver the required level of performance (cost, quality and delivery schedule) in accordance with Company processes.
  • Responsible for managing the budget allocated to the relevant programme(s) and flow-down to the Functions, ensuring cost monitoring / reporting in accordance with the Company processes.
  • Ensure that all stakeholders are risk aware, and identifying risks that could impact on the ability to discharge the programme of work as contracted.
  • Report to line Management regularly on performance against programme objectives.
  • Be vigilant to airworthiness issues raised through customer support activity and ensure that these are resolved.
  • Where applicable establishing and support an Introduction into Service programme with the Customer.

Skills, Qualifications & Knowledge Required

  • A positive attitude expressed in drive, motivation and commitment in executing the tasks in a cross functional and multidisciplinary team (IPT).
  • Be comfortable in operating at all levels of the organisation and presenting complex issues.
  • Relevant knowledge of Customers use of the Company's products and services and and understanding of Customer support organisations and aircraft operations.
  • Programme management and planning skills, including budgets, schedules, risk analysis and mitigation in an aircraft or similar environment together with strong commercial and business acumen.
  • Strong knowledge and experience of Integrated Logistic Support and associated support disciplines.
  • Relevant technical awareness gained from a formal technical / professional qualification or significant experience of military aircraft operations.
  • Excellent communication skills (written, verbal, formal presentation) and interpersonal skills (influencing, negotiating and motivation) at all levels of the business.
  • Confidence to establish and build relationships with all stakeholders, which promotes confidence in their expectation of the Company's ability to deliver their requirements.
  • Problem solving abilities and the ability to apply them in a challenging environment.

The Customer Service Manager is the key interface point between the Customer and Leonardo Helicopters for all customer-related operational and support matters. The Customer Service Manager should have strong Customer needs awareness and the ability to "Think Customer". The primary responsibilities of the Customer Service Manager are:

Programme Managing the delivery of contracted materiel and services in support of budgeted revenue, profit and cash flow.

Developing and maintaining good Customer relations in order to maximise the potential for new business.

Key Responsibility Areas

  • Delivery of materiel and services in accordance with the contract baselines, company commitments and business directives.
  • Maintenance and sustainment of in-service customer operations through sound fleet management principles.
  • Proactive management of Customer's needs and requirements.
  • Gaining actionable insight of Customer preferences and intentions.
  • Engage with allocated resources across Customer Support & Training and the wider business / supply chain to deliver the required level of performance (cost, quality and delivery schedule) in accordance with Company processes.
  • Responsible for managing the budget allocated to the relevant programme(s) and flow-down to the Functions, ensuring cost monitoring / reporting in accordance with the Company processes.
  • Ensure that all stakeholders are risk aware, and identifying risks that could impact on the ability to discharge the programme of work as contracted.
  • Report to line Management regularly on performance against programme objectives.
  • Be vigilant to airworthiness issues raised through customer support activity and ensure that these are resolved.
  • Where applicable establishing and support an Introduction into Service programme with the Customer.

Skills, Qualifications & Knowledge Required

  • A positive attitude expressed in drive, motivation and commitment in executing the tasks in a cross functional and multidisciplinary team (IPT).
  • Be comfortable in operating at all levels of the organisation and presenting complex issues.
  • Relevant knowledge of Customers use of the Company's products and services and and understanding of Customer support organisations and aircraft operations.
  • Programme management and planning skills, including budgets, schedules, risk analysis and mitigation in an aircraft or similar environment together with strong commercial and business acumen.
  • Strong knowledge and experience of Integrated Logistic Support and associated support disciplines.
  • Relevant technical awareness gained from a formal technical / professional qualification or significant experience of military aircraft operations.
  • Excellent communication skills (written, verbal, formal presentation) and interpersonal skills (influencing, negotiating and motivation) at all levels of the business.
  • Confidence to establish and build relationships with all stakeholders, which promotes confidence in their expectation of the Company's ability to deliver their requirements.
  • Problem solving abilities and the ability to apply them in a challenging environment.

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