Customer & Operational Support Manager in Castledawson

Moyola Precision Engineering, founded in 1976, is a leading provider of advanced machining solutions for the Civil Aerospace, Defence, and Space industries. As a key player in Northern Ireland’s industrial sector, the company is known for delivering high-quality, complex components to global customers. Moyola is one of only three manufacturing companies worldwide to receive the prestigious ADS SC21 Gold award, recognizing outstanding operational excellence and efficiency. The company offers a professional, safety-focused work environment with a strong commitment to continuous improvement and innovation. Team members benefit from working with cutting-edge technology and contributing to projects that support critical international industries.

Role Description

This is a full-time, on-site Customer & Operational Support Manager role based in Castledawson. The individual in this position oversees day-to-day customer support activities, ensuring timely responses to inquiries, issues, and service requests while maintaining high levels of customer satisfaction. The role provides end-to-end coordination from customer demand and supplier performance through job creation, purchasing, kitting, WIP, finished goods and dispatch. Lead and develop the team and processes supporting these activities and works closely with Commercial, Operations, Quality and Engineering.The manager monitors key performance indicators, analyses data to identify trends, and implements corrective actions to enhance service quality and operational efficiency. Responsibilities also involve managing technical support escalations, maintaining accurate documentation, and contributing to the development of customer-focused improvement initiatives.

Customer Fulfilment & Job Readiness

• Interpret customer forecasts, orders, schedules and changes and translate these into clear internal requirements.
• Create and release accurate works orders, ensuring drawings, routings, traveller packs and inspection requirements are complete.
• Maintain accurate ERP information and visibility of customer requirements, WIP, material availability, finished goods and dispatch.
• Identify delivery risks and coordinate appropriate recovery actions.
• Ensure complete kits, materials, tooling, fixtures and documentation are available before production commences.
• Manage purchasing to ensure material availability meets customer and production requirements.
• Manage supplier performance across delivery, quality, cost, responsiveness and capacity.
• Establish performance scorecards and improvement plans where appropriate.
• Lead supplier escalations, recovery actions and performance reviews.
• Maintain appropriate safety stocks, reorder points and replenishment strategies.
• Maintain accurate raw material inventory, traceability and ERP records while controlling excess and obsolete stock.
• Identify and mitigate supply chain risks and support future demand and capacity planning.

WIP, Finished Goods & Logistics

• Maintain accurate visibility and control of WIP and lead regular WIP reviews to identify bottlenecks, ageing and delivery risks.
• Oversee finished goods storage, traceability, inventory accuracy and readiness for dispatch.
• Manage goods-in, stores, internal material movement, transport, courier arrangements and outbound logistics.
• Ensure export documentation, packaging and logistics processes meet customer, aerospace and regulatory requirements.
• Identify and remove bottlenecks adversely impacting operational flow.
• Lead and develop a team to support purchasing, supplier management, stores, kitting, WIP, finished goods and logistics.
• Set clear objectives, performance standards and development plans.
• Promote a culture of accountability, accuracy, responsiveness and continuous improvement.
• Develop effective KPIs, dashboards and visual management.
• Improve ERP/MRP utilisation, material flow, job accuracy, kitting, supplier performance and dispatch.
• Lead appropriate Lean, 5S and process improvement initiatives.

Key Performance Indicators

• Customer On-Time Delivery (OTD)
• Supplier On-Time Delivery (OTD)
• Job release accuracy and timeliness
• Kitting completeness
• WIP accuracy and ageing
• Finished goods inventory accuracy
• Supplier quality / PPM / NCR performance
• SLA compliance
• Raw material inventory accuracy and value
• Lead-time and supply risk improvement

Skills & Experience

• Experience in supply chain, purchasing, fulfilment, or operational support.
• Strong ERP/MRP capability covering purchasing, job creation, WIP and inventory.
• Proven customer and supplier management, negotiation and performance improvement experience.
• Strong commercial, analytical and problem-solving skills.
• Experience leading teams and coordinating across multiple functions.
• Proven ability to improve processes, material flow, accuracy and delivery performance.
• Good understanding of manufacturing and supply chain principles.
• Aerospace, precision engineering or other regulated manufacturing experience.
• Knowledge of aerospace quality and traceability requirements.
• Continuous improvement experience.
• Export documentation and international logistics experience.
• Experience supporting business growth and increased production rates.

Personal Attributes

• Highly organised with strong attention to detail.
• Commercially aware and confident in negotiation.
• Analytical, systematic and data-driven.
• Proactive in identifying and resolving risks.
• Clear and confident communicator at all levels.
• Strong relationship builder across customers, suppliers and internal functions.
• Accountable, decisive and persistent in driving issues to resolution.
• Collaborative leader who develops people and promotes continuous improvement.