Customer Support Manager

Airinmar is recruiting a Customer Support Manager based at its head offices in Finchampstead in the UK.

Airinmar specialises in the management of aircraft component repairs and aircraft warranty management for airlines, manufacturers and MROs throughout the world by using its industry experience, knowledge and expertise to provide engineering, supply chain and business solutions that reduce the operating costs of its customers.

As a Customer Support Manager, the successful candidate will be reporting to the Customer Support Team Leader and the role activities will include:

• Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
• Enforce Customer and Airinmar Contractual Terms with Supplier base. Work to improve overall turnaround time performance and drive down aged orders.
• Support the resolution to all aspects of Supplier interaction. Identifying threats to service levels, apply Supplier, Customer and internal escalation. Negotiating proposals to resolve and mitigate.
• Respond to Customer requirements and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet Customer's evolving needs.
• Monitor and manage the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.
• Set and continually reinforcing clear goals to Repair Administrators, providing training, reviewing performance, mentoring and 'in the moment' feedback where necessary.
• Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded.

Candidates should either have relevant work experience in Supplier Management or Customer Support activities. Experience in the aviation industry is desirable but not a pre-requisite.

Candidates are expected to have practical problem solving skills and the ability to make decisions when required or appropriate. We require strong team work, time management and organisational skills, with an ability to co-ordinate workload under pressure.

Airinmar Ltd has a legal responsibility to ensure thatallits employees have the legal right to live and work in the UK. Candidates will be ask to provide evidence of their right to work in UK.

Please send your CV with a covering message to:

Mrs Debbie Goodman

Airinmar Limited

Hogwood Industrial Estate, Finchampstead, Berkshire RG40 4QQ