On Wing Support (OWS) Customer Order & Fulfillment Manager

The On Wing Support Customer Order & Fulfillment Manager, based in London Heathrow site, will be responsible for coordinating all aspects of engine maintenance from initial job request through final billing. This site performs maintenance on GE/CFM commercial aircraft engines in the field and in shop. As such, this position will work across a wide variety of customers, GE Aviation facilities, and partners in many locations around the world. Positive working relationships with the team of technicians and customers through outstanding customer responsiveness is critical to the success of the business.

Roles and Responsibilities

• The On Wing Support Customer Order & Fulfillment Manager manages the Planning organization on site including oversight of salaried, hourly, contractor, or purchased service personnel.
• This person works in the Planning functional area, leads job quotation, resource and tooling allocation, team launch, and job execution through to final invoicing.
• GE On Wing Support is a 24 / 7 / 365 operation. Applicants must be willing and able to support calls during off-hours when emergency situations arise.
• Maintain a safe physical & psychological environment including physical layout of work area and ergo considerations, ensure up to date training for personnel, drive & own investigations and read-across related to EHS, drive and owns EHS change management (MoC) for functional area, and ensure a culture of open reporting and continuous improvement of safety at the site.
• Drive a proactive quality culture.
• Drive & own regular assessments and PFMEAs to identify and understand sources of defects and deliver process improvements that improve business outcomes.
• Drive closure on escapes, improve controls, and lead read-across to other sites.
• Maintain and enhance policy, procedure, and related documentation for functional area to describe standard work, best practices, and lessons learned.
• Demonstrate required knowledge of OWS Quality Procedures, as well as FAA/EASA Part 145 requirements and procedures.
• Act in accordance with the site's Repair Station and Quality Control Manual and other applicable regulation/bounds.
• Act with humility during regular Gemba, coach others in the LEAN practices & principles, and apply problem solving skills to drive business outcomes.
• Determine customer value, map and understands the value stream, establish flow, and pull products/services through with a continuous improvement mindset targeting to deliver on time and at target cost.
• Drive accountability, planning, execution & LEAN continuous improvement in Customer facing activity for the site.
• Develop and deliver site level Customer Communication rhythms, templates, processes.
• Regularly review inventory levels and drive strategic actions in coordination with Materials team.
• Review operations metrics reports and coordinate with customer to ensure customers' expectations are met.
• Own sales forecast and communication to broader team.
• Establish controls & improve process for demand management and coordination of internal & external resources to meet customer demand.
• Establish process for coordination and delivery of advanced technology and service offerings with the customer (internal or external).
• Drive site compliance and process control / improvement in areas of immigration, Know Your Customer, T&L, Contract T&Cs, AR closure, job quoting, and invoicing.
• Establishes record retention processes for Planning organization, understands and supports audits, and coaches and trains team members in understanding compliance requirements.
• Be accountable to Site Leader for all deliverables.
• Execute business-specific strategies-serve customers and win additional business.
• Develop and manage efficient and effective process for AOG/after hours Customer support.
• Ensure team delivers "all-hands on deck" support for AOGs (Aircraft On Ground) as they arise.

Required Qualifications

• This role requires advanced experience in the Services & Customer Order and Fulfillment.
• Knowledge level is comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
• Availability to work flexible shift patterns as required, including nights, weekends and holidays.
• Ability and willingness to support calls during off-hours when emergency situations arise.

Desired Characteristics

• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems.
• Ability to document, plan, market, and execute programs.
• Established project management skills.
• Approaches work with a strong desire to find solutions, and a sense of commitment to both the team and customer objectives.
• Possess a desire to learn and grow with technology advancements and new engine models.
• Features strong interpersonal and leadership skills, including problem-solving ability.
• Proven leadership experience leading initiatives of moderate scope and impact.
• Holds previous LEAP, GE90, CFM, CF6, CF34, and GENX experience and international field experience.
• This knowledge to include Line maintenance, engine changes, module removal & installation, and/or LRU removals and installations.
• Understand appropriate Aircraft Maintenance Manual, Engine Shop Manual procedures.
• Demonstrated quality, compliance, and EHS and customer satisfaction skills.

Flexible Working

GE Aviation supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.

Total Reward

At GE Aerospace we understand the importance of Total Reward. Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.

As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs:

• Non-contributory Pension
• Life Assurance
• Group income protection
• Private medical cover
• Holiday Hourly equivalent of 26 days, with flexible option to buy or sell.

Security Clearance

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security.

Right to Work

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post.