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about 1 month ago
Leonardo Helicopters
Salary: Negotiable
Location: Yeovil
Job type: Permanent
Contact: Leonardo MW Ltd
Sector: Customer Services
Category: Aerodynamics Engineer Jobs

An opportunity has arisen within the Customer Support & Services Department for the role of In Country Customer Service Manager. The position is based within the Joint Support Management Organisation (JSMO) organisation within the German Navy (customer domain).

The Customer Service Manager is the interface point between the Customer and Leonardo Helicopters for all customer related operational and support matters. The Customer Service Manager should have a strong Customer needs awareness and have the ability to "Think Customer". The primary responsibilities of the Customer Service Manager are the delivery of contracted materiel and services in support of budgeted revenue, profit and cash flow whilst developing/maintaining outstanding Customer relations.

Key Responsibility Areas

  • Programme management to ensure delivery of materiel and services in accordance with the validated contract baselines, company commitments and business directives.
  • Maintenance and sustainment of in service customer operations.
  • 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 in terms of cost, quality and delivery schedule in accordance with Company processes.
  • Responsible for managing the budget allocated to the relevant programme(s) and flowdown to the Functions, ensuring cost monitoring / reporting in accordance with the Company processes, in order that the support products are produced, procured and delivered in the most cost efficient manner.
  • Ensure that all stakeholders are risk aware and identifying risks that could impact on the ability to discharge the programme of work as contracted.
  • Identify, agree and manage risk mitigation activity to maximise profitability.
  • Continuously align Customer insight with LMWL business objectives/plans.
  • Report to line manager(s) progress against programme specific strengths, weaknesses, opportunities, threats and risks for LMWL items arising from the conduct of the tasked work or from the general course of business.
  • Ensure that business processes are adhered to during the execution of any work activity carried out by LMWL personnel or outside contracted parties.
  • 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.
  • Ensure that the customer's budgets are established and expenditure plans align with his operational requirements and that LMWL capability and output is matched accordingly.

Skills, Qualifications & Knowledge Required

  • A positive attitude expressed in drive, motivation and commitment in executing the tasks in a cross functional and multidiscipline team.
  • Relevant knowledge of Customers' use of the Company's products and services.
  • An understanding of the Customers' support organisation, operations, commercial and management structure.
  • Programme management and planning skills, including budgets, schedules, critical path, risk analysis and mitigation in an aircraft or similar environment.
  • 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.
  • To be resilient under pressure and maintain a clear focus on goals and priorities.
  • The ability to collect, collate, analyse and present information clearly and concisely in writing or verbally.
  • Confidence to establish and build relationships with all stakeholders, which promotes confidence in their expectation of the Company's ability to deliver their requirements.
  • An in depth knowledge of the company organisation and operating procedures for business, commercial, finance, technical and procurement.
  • Advanced problem solving skills and the ability to apply them in a challenging environment.

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