Installation & Customer Service Manager

Cranfield Aerospace; Bedford; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading aerospace firm in the UK is seeking an experienced Installation Manager to oversee the global deployment of high-fidelity simulator units. The successful candidate will manage international logistics, oversee on-site installations, and ensure maximum client satisfaction. With a degree in a relevant field and at least 5 years of experience in complex installations, you'll be responsible for client management and post-launch support transitions. This role requires extensive travel and involves troubleshooting technical issues during installations.

Qualifications

• 5+ years managing complex technical installations, particularly in high-value settings.
• Demonstrated ability to manage multiple international projects using formal methodologies.
• Sufficient mechanical understanding for troubleshooting and remote diagnostics.

Responsibilities

• Manage the end-to-end global shipping process for simulator units.
• Oversee relationships with freight forwarders and customs brokers.
• Lead on-site project teams during installation phases.

Skills

Project Management

Logistics

Technical Acumen

H&S Expertise

Customer Success Mindset

Problem-Solving Skills

Education

Degree level education or equivalent

Job description

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AXSIM is the world leader in high-fidelity Formula 1 simulation technology. We are commencing a major global rollout for our primary customer, deploying complex, high-value simulator units into iconic, logistically challenging venues worldwide.

We require a supremely capable Installation Manager to serve as the project owner and final point of accountability for all global installations. This role demands mastery of international logistics, meticulous on‑site execution, and superior client management in high‑pressure, high‑stakes environments.

In addition, this role will serve as the after‑sales manager, fault‑finding both remote and onsite problems with simulators and working closely with technical managers at various venues to ensure simulators are kept operational, and the customer is happy.

This role will require extensive travel within the UK and other countries including the USA and RoW.

ROLE AND RESPONSIBILITIES

• Own and manage the detailed, end‑to‑end global shipping process for simulator units from the factory (UK) to international venues.
• Directly manage relationships with freight forwarders and customs brokers, taking accountability for all import/export documentation, customs duties, and compliance to minimise delays.
• Develop, vet, and finalise site‑specific logistical plans, including precise scheduling for offloading, vertical transportation, and navigating complex access constraints.
• Serve as the primary on‑site project lead, managing all local subcontractors, labour teams, and client representatives during the installation phase.
• Develop and manage the detailed installation budget for each site.
• Anticipate, document, and resolve complex venue‑specific challenges with minimal supervision and maximum speed.
• Lead the final technical calibration, systems testing, and final customer sign‑off process.
• Develop and implement stringent site‑specific Health & Safety plans, strictly compliant with local regulations.
• Serve as the competent person for all lifting operations, working at height, and heavy equipment movement.
• Serve as the primary, high‑level technical point of contact for the main customer for a defined transition period post‑handover.
• Conduct first and second‑line remote diagnostics and troubleshooting (mechanical, electrical, and systems checks) on reported faults. The objective is to rapidly diagnose and resolve issues that stem from the installation itself or are minor operational errors.
• Ensure maximum client satisfaction and manage expectations regarding long‑term service delivery, safeguarding the AXSIM brand and securing the relationship for future deployments.
• Understanding (with support) Visa requirements across the world.

KEY REQUIREMENTS (SKILLS/KNOWLEDGE/BEHAVIOURS)

• Experience: Minimum 5+ years of demonstrable experience managing complex, high‑value technical installations and successfully managing the post‑launch support transition.
• Project Management: Proven ability to manage multiple concurrent international projects using formal methodologies.
• Logistics: Deep, practical experience in managing international freight, customs clearance, and securing specialized lifting/access equipment.
• Technical Acumen: Sufficient mechanical and technical aptitude to troubleshoot system practicalities, with proven ability to conduct remote diagnostics and complex technical triage.
• H&S Expertise: A robust understanding of international safety standards.
• Customer Success Mindset: Demonstrated ability to transition from a project delivery role to a supportive client partner, maintaining composure and focus during technical failure events.
• Personal Attributes: High level of resilience and exceptional problem‑solving skills, capable of extensive travel and working unsocial hours.

QUALIFICATIONS NEEDED/ EDUCATIONAL REQUIREMENTS

• Degree level education or equivalent.
• Experience in a delivery environment, ideally within automotive, aerospace, or precision technology sectors.
• Knowledge of Health and Safety legislation and processes.
• Excellent communication skills, with the ability to collaborate across departments and external stakeholders.