Customer Quality & Product Support Manager

Acro Aircraft Seating Ltd; Crick; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Pension contributions up to 5%

Life assurance

Employee Assistance Programme

25 days holiday + bank holidays

37.5 hours per week

Job summary

Acro Aircraft Seating Ltd is seeking a Customer Quality & Product Support Manager to lead investigations into customer-reported product quality issues and to drive continual improvement across the product lifecycle. You will act as the primary technical interface for customer quality matters, coordinating cross-functional teams and delivering robust corrective actions.

The role includes regulatory support, performance reporting to senior management, and ensuring lessons learned are embedded into

Qualifications

• Degree in Aerospace, Mechanical, Manufacturing or Quality Engineering or equivalent.
• Experience in aerospace or highly regulated manufacturing environments.
• Form 4 nomination experience (preferred).
• Knowledge of AS9100 and EASA Part 21/Part 145 requirements.
• Experience with Lean, Six Sigma or Kaizen methodologies.

Responsibilities

• Lead investigations of customer quality and in-service issues using structured problem-solving approaches (8D, RCA).
• Coordinate cross-functional teams to identify root causes and implement corrective actions.
• Provide technical guidance on product quality, field performance and warranty trends.
• Prepare reports and updates for customers and senior management.
• Develop and improve Product Support processes, tools and documentation.
• Support regulatory activities and audits as required.

Skills

Aerospace quality management

Problem solving (8D/RCAC)

Data analysis and reporting

Stakeholder management

Cross-functional leadership

Regulatory compliance

Education

Degree in Aerospace/Mechanical/Manufacturing/Quality Engineering

Tools

ERP systems (e.g. Epicor)

QMS tools (Q-Pulse)

MS Office (Excel/PowerPoint)

Job description

Acro Aircraft Seating is one of the UK's leading and fastest growing manufacturers of passenger seats for commercial airlines around the world. We are an agile, innovative business at the forefront of disrupting the aerospace market. Through modern methodologies, lean techniques, inspired innovation, and passion to be the best, Acro is positioning itself to be the world's leading aircraft seating supplier.

The Role

Reporting to the Quality Director and working closely with Engineering, Operations, Supply Chain and Manufacturing, the Customer Quality & Product Support Manager is responsible for leading the investigation and resolution of customer-reported product quality and in-service issues, ensuring the delivery of effective technical support whilst driving continual improvement across the product lifecycle. The post holder will act as the primary technical interface for customer quality matters, leading cross-functional problem-solving activities, implementing robust corrective and preventive actions, analysing field performance trends and ensuring lessons learned are embedded into design, manufacturing and quality processes. The role is also responsible for providing meaningful performance reporting to senior management, supporting regulatory compliance activities where required and strengthening customer confidence through professional, timely and technically robust support.

Where appointed, the post holder will fulfil the responsibilities of the Part 145 Workshop Manager, ensuring maintenance activities are conducted in accordance with Part 145 requirements, approved procedures and the Maintenance Organisation Exposition (MOE).

Key Responsibilities

• Act as the primary technical interface for customer quality and in-service product issues, building trusted
• relationships through responsive and professional support.
• Lead structured investigations into customer-reported issues using recognised problem-solving methodologies (e.g. 8D and Root Cause Corrective Action), coordinating cross-functional teams to identify root cause and implement effective corrective and preventive actions.
• Provide technical guidance and recommendations relating to product quality, field performance, warranty
• liability and customer concerns, ensuring decisions are evidence-based and aligned with engineering and
• regulatory requirements.
• Monitor and analyse field performance, customer quality metrics and warranty trends to identify recurring
• issues, reduce warranty exposure and drive continual improvement.
• Ensure lessons learned from customer issues are effectively communicated and embedded into Engineering, Manufacturing, Supply Chain and Quality processes to prevent recurrence.
• Prepare and present technical reports, performance metrics and investigation updates to customers and senior management, supporting informed business decision-making.
• Develop and improve Product Support processes, reporting tools, standard work and quality documentation to increase efficiency, consistency and organisational capability.
• Support customer visits, audits and regulatory activities as required, representing Acro professionally and
• maintaining high standards of technical and customer service.

Skills and experience required

• Strong understanding of aerospace manufacturing, product quality and customer support principles.
• Experience leading technical investigations using structured problem-solving methodologies such as 8D, Root Cause Analysis and corrective action processes.
• Excellent analytical skills with the ability to interpret technical information, identify trends and make evidence based decisions.
• Strong interpersonal and communication skills, with the ability to build effective relationships and influence
• stakeholders at all levels, both internally and externally.
• Experience coordinating cross-functional teams to deliver timely and effective resolutions to complex technical issues.
• Ability to prepare clear technical reports, present findings and communicate complex information to both
• technical and non-technical audiences.
• Highly organised, self-motivated and capable of managing multiple priorities while maintaining attention to
• detail.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint, with experience of analysing and presenting performance data.
• Degree or equivalent qualification in Aerospace Engineering, Mechanical Engineering, Manufacturing, Quality Engineering or a related discipline.
• Experience within the aerospace or other highly regulated manufacturing industries.
• Previously held a Form 4 nominated position.
• Being able to support regulatory approvals, Part 145 compliance activities and external authority audits where applicable
• Knowledge of AS9100 and EASA Part 21 and/or Part 145 requirements.
• Experience of continuous improvement methodologies such as Lean, Six Sigma or Kaizen.
• Experience using ERP, Quality Management or customer issue management systems (e.g. Epicor, Q-Pulse or equivalent).
• 25 days holiday + bank holidays
• Pension contributions up to 5%
• Life assurance
• Employee Assistance Programme
• 37.5 hours per week 1 pm finish on a Friday
• Hybrid working (1 day a week working from home)
• Enhanced maternity and paternity leave

Acro Aircraft Seating is an equal opportunities employer.

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