Customer Service Manager

Leonardo Helicopters UK Customer Support Division, is responsible for supporting an extensive in-service helicopter fleet operated by many clients worldwide, including some of the most technologically advanced helicopters in the world. Providing LH UK with over 50% of its revenue, the after sales support is an extremely important element of the business. The international customer base offers a dynamic environment and many exciting opportunities, including international travel, influencing customer operations to improve aircraft fleet availability, reduce cost of ownership and maintain safety. The role of the Key Account Manager is essential to a successful relationship between LH and the client, including deep analysis of customer feedback to create and implement innovative support solutions which ensure that the Company's helicopters remain safe and at the cutting edge. We are looking for a talented and dynamic individual to join our UK team based at our Yeovil site in the South West of England. Acting as the key interface between our Customers and Leonardo, the Key Account Manager must have strong customer needs awareness and the ability to gain actionable insight to interpret customer requirements relating to operational aircraft support. Key Responsibility Areas The primary responsibilities of the Key Account Manager: Act as the customers 'champion' for your allocated Military Export portfolio. Develop and build exceptional Customer relationships in order to maximise the potential for new business. Be vigilant to airworthiness issues raised through customer support activity and ensure that these are resolved as a priority Programme Management of the delivery of contracted materiel and services in support of budgeted revenue, profit and cash flow by monitoring Key Performance Indicators and Measures of effectiveness. Drive the maintenance and sustainment of in-service customer operations through sound fleet management principles Delegation and engagement across the Leonardo organisation to ensure delivery of 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 identify risks that could impact on the ability to discharge the programme of work as contracted. Skills, Qualifications & Knowledge Required Essential: An energetic and positive attitude expressed in drive, self-motivation and commitment in executing tasks in a cross functional and multidisciplinary team (IPT) Confident to operate at all levels of the Leonardo and customer organisation when dealing with complex issues. 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 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, the ability to apply them in a challenging environment Proven experience of travelling to complex environments Desirable: Relevant knowledge of Customers use of the Company's products and services and understanding of Customer support organisations and aircraft operations Relevant technical awareness gained from a formal technical / professional qualification or significant experience of military aircraft operations This job was originally posted as www.totaljobs.com/job/89858208