Join the Customer Service Management (CSM) team at Leonardo in this Product management role, supporting a global high-tech organisation that designs, manufactures, and supports state-of-the-art helicopters from its Yeovil site.
This unique opportunity requires a varied and diverse skillset with an emphasis on Customer Engagement/Satisfaction and Project Management capability, offering the opportunity to learn and develop with the dedicated team.
You will lead the management of product initiatives, including communication to the Customers at the relevant User Group conferences, managing the promise towards Customers and implementation Programmes.
For the awareness of internal applicants: this position is a JFF level 7.
What you will do as Customer Service Manager:
Responsible for the delivery of AW101 materiel and technical support services in accordance with the validated contract baselines, company commitments and business directives.
Sustainment of AW101 in service customer operations.
Proactive management of the Customer's needs and requirements.
Gaining actionable insight of Customer preferences and intentions.
Engage with allocated resources across LH 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.
Ensure that all IPT 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 LH business objectives/plans.
Report to IPT Lead(s) progress against programme specific strengths, weaknesses, opportunities, threats and risks for LH 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 LH personnel or outside contracted parties.
Be vigilant to safety and/or airworthiness issues raised through customer support activity and ensure that these are resolved.
Where applicable, establish 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 LHD capability and output is matched accordingly.
There will be opportunity for international and UK travel for customer user group meetings and supplier visits - subject to business requirements.
Requirements
Comprehensive knowledge & experience of Leonardo Helicopters Integrated Logistic Support and associated support disciplines.
An understanding of Programme management methods, including budgets, schedules, critical path and risk mitigation in an aircraft or similar environment.
Relevant knowledge of Customers' use of the Company's helicopter products and services.
An understanding of the Customers' support organisation, operations, commercial and management structure.
Technical awareness gained from a formal technical / professional qualification or experience of military aircraft operations.
A positive attitude expressed in drive, motivation and commitment in executing the tasks in an IPT / matrix organisation.
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, technical and procurement.
Problem solving abilities and the ability to apply them in a challenging enviro
Benefits
Vision insuranceEquity / stock options
Additional Information
Job Description:
Salary Range: £59,000 to 66,000
Leonardo UK operates a grade-based salary framework with broad bands. The salary range shown reflects the approved grade band for this role, or a narrower hiring range published within that band, and is benchmarked against the external market. Exceptions above the standard range are managed through governance controls to protect internal equity.
Leonardocompany · - Yeovil - Lysander Rd, UK