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Customer Support Solutions Manager
Vacancy Reference: 2023/CLA-206
Position: Full-time
Location: Salisbury, Wiltshire, UK
Salary Range: £60k - £75k per annum depending on relevant experience
At Callen-Lenz, we are expanding the limits of what is possible. We specialise in crewed and uncrewed aircraft operations and technology, and having recently received investment into the business we are going through a period of rapid growth and development and are looking for key roles to assist with these changes. Callen-Lenz offers innovative and customer focused UAS solutions through our 4 key business strands; technical services, products, platforms and operational services. We are looking for individuals to help drive forward our expansion, placing you at forefront of UAS development in the UK.
Our Values
- Teamwork
- Commitment
- Initiative
- Creativity
- Agility
- Integrity
- Enjoyment
Why Work for Us
Based in the heart of rural Wiltshire, close to the Historic city of Salisbury you will join our rapidly growing, friendly and multi-disciplined team, working on a range of diverse and interesting projects, leading the way in this exciting field. The Callen-Lenz team are passionate about what we do, and we are searching for individuals to grow with us as we expand into the aerospace industry.
Our benefits include:
- 25 days annual leave per year (plus bank holidays)
- Buy/Sell holiday policy up to 5 days either way
- Pension Scheme via Royal London
- Life assurance scheme (6x basic salary)
- Income protection policy (75% of basic salary)
- Cycle2Work scheme
- Private Health Insurance via Vitality
- Enhanced Maternity and paternity
- 1 Professional membership reimbursed per year
- Access to an independent financial advisor year round
- Training & development opportunities
About the Role
This role will lead the Callen-Lenz Product/Customer Support function, identifying and implementing class-leading Support Solutions for the full range of Callen-Lenz products. The scope of the role covers after-market support of all CL products and platforms. Regular overseas travel is likely to be a requirement within the scope of this role.
Responsibilities
To develop and implement class-leading Support Solutions for the full range of Callen-Lenz products and platforms, including but not limited to:
- Spares
- Repairs
- Field Service/Maintenance
- Planned Upgrades
- Training
To build and lead a team of Support Solutions professionals with demonstrable expertise in Callen-Lenz products and platforms and in-depth understanding of Customers’ and Users’ requirements, through :
- Operational data gathering and analysis using Industry-standard tools and techniques
- Where practical, close engagement and relationship building with End Users to :
- Gain operational feedback and knowledge of operational plans (Concept of Operations etc)
- Actively plan and lead the CL response to any reported issues or concerns
- Actively plan and lead the delivery of CL Support Solutions, either routine or ad-hoc as required
- Close working within CL (especially with Engineering, Flight Operations, and Manufacturing) to :
- Build and maintain understanding of the full range of products and platforms
- Use the operational feedback and data to influence product development plans/roadmaps to address known issues and/or to improve the supportability, availability, and capability of such products
- Close working, in conjunction with the Procurement and Supply Chain function, with Suppliers to ensure procured products and services underpin the CL Support Solutions offerings
- Provide proactive input to all bids and proposals to ensure that after-market support solutions offered are Commercially and Operationally robust
- Continually monitor the effectiveness of Support Solutions provided, and actively work to improve these solutions
- Develop, measure and monitor a fit-for-purpose suite of KPI's to facilitate continuous improvement of the Support Solutions function
- Provide, as required, leadership and guidance to the business in the area of Support Solutions development
- Perform other related duties as required
About You
Qualifications
Educated to degree standard and/or equivalent.
Skills and Experience
- Strong technical background and understanding
- Proven ability to negotiate and influence at all levels within the Organisation
- Demonstrable understanding of the full range of Support Solutions options
- Proven leadership experience, with the ability to build and maintain a high-performing, multi-disciplinary team including across geographies
- Excellent inter-personal and communication skills at all levels (verbal and written)
- Proven ability to build and maintain appropriate rapport and relationships with Customers and End Users
- Proven leadership experience in development and delivery of the full range of Support Solutions within an Aerospace and Defence setting. Preferably covering the full breadth of Mechanical Systems, Avionics, and Software
- Proven ability to deliver results under pressure and through periods of rapid business change
Callen-Lenz is an equal opportunities employer, committed to building an inclusive working environment. We welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age. It is essential that the successful candidate must, by the start of their employment have permission to work in the UK. Proof of identity and eligibility to work in the UK will be required prior to commencement of employment.