Customer Quality & Product Support Manager

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 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.

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:

Essential:

• 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.

Desirable:

• 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).

Benefits:

• 25 days holiday + bank holidays
• Pension contributions up to 5%
• Healthcare cashback scheme
• Life assurance
• Employee Assistance Programme
• Retail discounts
• 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

We really want to hear from you, so don’t miss your opportunity to join us! Once you apply, your CV will be held on our central database. Please do let us know if you do not wish for us to retain your details. If your application is successful, you will be contacted in due course.

Acro Aircraft Seating is an equal opportunities employer.

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