Customer Service Manager

Currently located in Titchfield, Hampshire, Eaton's Aerospace business stands as a global leader in aerospace fuel systems. Our site is undergoing a significant and exciting transformation as we relocate to a newly constructed facility in Daedalus. This state-of-the-art site will serve as the Centre of Excellence for aerospace manufacturing across Europe, marking a new era of innovation and excellence. The Fuel and Motion Control Systems (FMC) has three plants in the United Kingdom, one based on the Titchfield site, another in South Molton, North Devon, and the third a short car journey away from Titchfield, in Bedhampton, Hampshire.

The Titchfield site continues to be the largest site in the UK employing approximately 600 employees and is home to a large team of Commercial Specialists, Engineers and Programme Managers from the Airframes Business Unit and the Aftermarket team supporting current and legacy products from the UK FMC sites. We pride ourselves as a premier supplier of fully integrated fuel systems for fixed and rotary-wing aircraft.

We boast extensive fuel and air system test facilities, facilitating comprehensive testing across a range of conditions with various fuel types

This role leads the Customer Service (CS) team, responsible for managing both OEM and Aftermarket customer base across both Titchfield and South Molton sites. Managing customer expectations against plant commitment, acting as senior point of escalation both internally and externally, delivering business strategy, including acting as the voice of the customer internally to align and drive the site to deliver to customer requirements.

• Senior point of escalation at site level for all customers (delivery concerns and discrepancies, etc.)
• Key decision maker and action leader for ad hoc escalated customer requests
• Support in negotiating contract pricing, delivery, and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through to shipment. Includes some direct decision-making ability for business decisions in front of the customer.

• Coaching of teams to fill in gaps in both soft (e.g. diplomatic communications even without firm answer) and hard skill (e.g. cross-functional processes)
• Strong and adaptable leadership skills to manage a diverse team of different personalities and preferred working styles, while maintaining positive working relationships.
• Adequately manage expectations of site team, while ensuring team is held accountable for direct CS scope

• Provide support and direct guidance to site SIOP process based on direct customer feedback, as well as inferred customer/program knowledge
• Owner of all customer facing scope, including ensuring backlog accuacy, flow down to site of customer tools (portals, shipping directions, etc.)
• Engage in site wide leadership initiatives, assessing current practices for continuous process improvements
• Ensure audit compliance with all relevant and appropriate business procedures

• As the site CS leader, knowing when and how to escalation to Division and even further based on customer behavior, severity of situation, etc.
• Balancing customer requirements with business needs, especially when there is conflicting priority
• Very strong problem solving skills
• Keen understanding of evolving customer details such as platforms supported, general contractual obligations, known customer behaviors, general risks, etc.
• Understanding of regulatory processes around Aerospace industry and Export Controls assuring compliance support with all export control regulations, including ITAR

Bachelor's Degree

8-10 years experience in…