Customer Service Manager

Eaton; Hedge End; On-site; GBP 80,000 - 110,000; Full time

Job summary

Eaton Aerospace is recruiting a Senior Customer Service leader to drive the CS function at our UK sites in Titchfield and South Molton. You will own the customer interface, manage OEM and Aftermarket relationships, and translate customer needs into site actions as we move to a new Daedalus facility.

You will lead and develop a diverse CS team, balancing customer requirements with site capabilities while ensuring compliance with export controls and company policies.

Qualifications

• Bachelor's degree required.
• 8-10 years in customer-facing roles.

Responsibilities

• Lead the Customer Service (CS) team across Titchfield and South Molton, aligning to plant commitments.
• Act as senior escalation point for internal and external stakeholders and drive the voice of the customer.
• Negotiate contracts, pricing, delivery terms in line with Eaton policies from proposal to shipment.

Skills

Excel

MS Teams

MFGPro

Communication

Team leadership

Education

Bachelor's Degree

Tools

MFGPro

Job description

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.

What you'll do:

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.

Direct Customer Management:

• 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.

Leader of People responsibilities:

• 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

Site Responsibilities:

• 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

Strategic & Functional responsibilities:

• 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

Qualifications:

• Bachelor's Degree
• 8-10 years experience in customer facing role

Skills:

• Advanced user of Microsoft tools (Excel, Teams, etc), MFGPro
• Indirect influence, strong communication skills, ability to manage a large and diverse team, building relationships both internally with site peers and externally with customers
• Team leadership skills and experience.

What we offer:

• A company culture committed to Inclusion & Diversity and Sustainability.
• Annual mentoring programme, Eaton University, and a robust reward and recognition framework.
• Ongoing learning and global career development opportunities, including internal mobility.
• Comprehensive induction support and a well-structured onboarding experience.

The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process.

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