Customer Support Manager

Edinburgh, UK
11 Oct 2019
09 Nov 2019
Contract Type
Full Time
Your role will be to liaise with our International customers to ensure that they have the appropriate in-service support services or solution that delivers value to our customers through operational life. You will act as a focal point between customer support representatives and Leonardo for a range of Leonardo and third party equipment. The role of Customer Support Manager is a critical part of the Leonardo S3 UK way of working. You will be accountable for developing strong customer relations, customer problem identification in support of creating customer value propositions and identifying follow-on opportunities for enhanced customer services.

The role within IIOS Business Winning team will require close liaison with End Users, Platform OEMs, Platform Maintainers, LoBs and other partners to deliver successful customer outcomes to identify follow on and new orders from support and additional value added services, for the various product lines.

Your main tasks and activities will include, but not be limited to:
  • Working in a leadership and coordination role within the product IPTs, offer a range of services that optimise availability and mission success to the customer in a way that partners with them in the support of their equipment through their operational life.
  • Establish and manage relationships with existing customers with a degree of intimacy and trust being developed to expand our offering.
  • Overseeing all allocated products, co-ordinate the transition from delivery to support, interface with the customer for services offered, and to focus on supporting delivery of after-sale revenue generation strategies.
  • Develop and manage the detailed programmes of work needed to meet the customer requirements, monitor performance and take appropriate action to achieve the final output deliverables.
  • Develop and maintain close relationships with the support customers in order to be thoroughly acquainted with emerging requirements or needs for new product, upgrades or in-service support.
  • Establish and maintain operational feedback from the customer including material
    status/usage, operational issues, scheduled servicing plan/status and operational status of the fleet.
  • Work closely with the customer to improve usage and capability, up-selling product and services.
  • Work closely with customers to understand long term sustainment needs and develop in conjunction with wider team members support solutions and options
  • Negotiate and manage repair, spares and support services contracts to achieve business returns and meet our contractual obligations.
  • Identify and make recommendations for developing and implementing warranty or other investments
  • Working across lines of business and functions, bringing together the necessary skill sets to deliver added value to our customers.


Qualified to Degree Level in an Engineering/Business Discipline and/or significant proven experience in areas detailed below:

  • Confidence, knowledge and demeanour to establish and build relationships with the customer.
  • Highly developed problem solving abilities and the ability to apply them in an operational environment.
  • Resilient under pressure and maintain a clear focus on goals and priorities
  • Able to manage multiple, complex and demanding support stakeholder engagements
  • Comprehensive knowledge and experience of ILS and associated support disciplines preferred.
  • Ability to collect, collate, analyse and present complex information clearly and concisely in writing or verbally to an audience on non-support specialist individuals.
  • An in-depth knowledge of the company organisation and operating procedures for business winning, commercial, finance, technical and procurement.
  • An appreciation of Platform and avionics systems knowledge preferred
  • Experience of working in export markets with overseas customers

Intrinsic Factors
  • Significant overseas travel expected and travel to other UK locations
  • Requirement to work to tight deadlines.
  • Location is flexible but will primarily be linked to Edinburgh and Luton.
  • Any candidate being considered for the position must be capable of achieving full SC security clearance and in addition the candidate will require access to caveated information such as UK eyes only and ITAR.

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