Customer Account Manager (Onsite) in Birmingham

Join to apply for the Customer Account Manager (Onsite) role at Collins Aerospace.

Location: Goodrich Control Systems, The Radleys, Marston Green, Birmingham, B33 0HZ

Overview: At our Maintenance Repair and Overhaul (MRO) facility in Marston Green, we provide specialist technical support for Electronic Engine Control, Fuel Metering units, Actuators and Pump units widely used in the Aerospace industry. Marston Green is a $300m+ turnover Repair and Overhaul site employing 300+ across two operational modules. We’re looking for a customer first problem solver who can build strong relationships, communicate with clarity and drive real time problem resolution.

Responsibilities:

• Manage a portfolio of Key Customers, acting as single point of contact for Airlines, Airframers and Engine Manufacturers personnel at all levels.
• Define and implement a communication plan for represented customers, including status reports and a proactive customer visit schedule.
• Serve as point of escalation for Customer Complaint Resolution and act as Voice of the Customer.
• Support Customer Satisfaction Surveys via collection of Market Feedback Analysis and manage in accordance with procedure.
• Implement and manage improvement plans flowing customer feedback and identify and implement continuous improvement ideas in alignment with CORE Principles.
• Collate background information for customer discount requests and raise Sales Reduction Request for Approval.
• Contractual on Time Delivery (OTD) Management and provide monthly report to the Senior Leadership team (PDPR).
• Drive value stream efficiency improvements through ad hoc projects.
• Provide support to the Customer / Project Team as and when required.

Expectations of the Role:

• Working Monday to Friday 07:00 to 15:00 on site. Flexibility required to meet customer needs.
• Travel Requirements: Customer Visits worldwide.
• Proficiency in a second language (in addition to English) is highly advantageous.

Qualifications:

• Prior relevant Customer interfacing experience.
• Strong interpersonal skills with ability to develop and maintain robust customer relationships.
• Proficient user of MS Office applications suite.
• Excellent communication skills.
• Ability to think creatively and take ownership to deliver.
• Willing to travel and to work flexible hours to support communication across different time zones.
• Ability to prioritise and manage owned tasks.

Desirable Criteria:

• Customer contract management experience preferred.
• Airline / Aerospace Industry knowledge preferred.
• Experience and knowledge of Project Management is desirable.

Benefits:

• 25 days annual leave + bank holidays + option to buy/sell up to 5 days each year.
• 2:1 pension match of up to 10%.
• Health & Wellbeing Cash Plan (dental, optical, therapy, chiropody, health screening).
• Private Medical Insurance and Life Assurance & Group Income Protection scheme participation.
• Employee Assistance Programme and flexible benefits (including discounted gym memberships).
• Support with professional fees and employee discounts.

Legal Statements: RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.