Reference:
TeamVicCU
Location:
Gosport
Industry:
Aerospace and Aviation
Salary:
£market rates
Job Type:
Permanent

Customer Service Administrator

Customer Service Manager

Gosport

Permanent

Department: Business Services (Engine Services)

Line Manager: Engines Engineering Manager

 

 

Purpose and Scope:

The role will be supported by an exemplary level of customer service and the role holder must be prepared to carry out any reasonable task that delivers this high level of service. A desire to maintain a department culture that focuses on fostering positive relationships with colleagues within their own area and supporting departments without exception is essential, and the role holder will be expected to maintain the integrity of the Company’s reputation by assuring the requests of the department are executed in a timely fashion while maintaining the Company’s best interest and focused on growth related activities. 

 

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.

 

Authorities:

Coordinate delegated authority sign off within the organisation.

Estimates & Invoices.

 

Organisational Relationships:

Working directly with Engines Engineering Manager and 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.

Extensive experience of working within either an aerospace environment or similar engineering environment

Work experience in Sales, Customer Service or similar related field.

Gas Turbine Engine technical knowledge would be an advantage.

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.

 

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 exist.

 


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