Customer Support Representative – Bournemouth
Job Description
Job title: Customer Support Representative – Bournemouth
Company: Signature Aviation
Job description: Signature TECHNICAir
Customer Support Representative
Based at Bournemouth Airport
40 Hours per week
We’re on the lookout for a Customer Support Representative to join our dynamic team. As a critical link between our valued customers and our base and line maintenance operations, you will play an essential role in ensuring seamless communication and top-tier service.
Who we are:
Signature TECHNICAir, is a global provider of aircraft maintenance, repair, and overhaul specializing in small to mid-size, turbine-powered business aircraft, with locations throughout the United States and Europe. As a division of Signature Aviation, Signature TECHNICAir EMEA operates a full service, CAA & EASA certified Part 145 Repair Station at Bournemouth airport, in conjunction with strategically positioned mobile service units based at Farnborough and Luton airports that serve a wide range of capabilities, across the UK and Europe.
Role Summary
Reporting to the Maintenance Manager and based at Bournemouth, the Customer Support Representative plays a crucial role in facilitating seamless communication between customers, check leads and MSU Supervisors. They are responsible for proactively liaising with stakeholders before, during, and after maintenance activities, as well as generating and delivering accurate quotes to customers in collaboration with the Sales and Planning department. They are responsible for meticulously creating work packs and making necessary amendments or revisions when required. Furthermore, the representative ensures strict adherence to all Technical Services procedures, maintaining high standards throughout their responsibilities.
The core of your new role:
- Liaise with customers to plan scheduled and non-scheduled maintenance activities.
- Coordinate with customers for planning Aircraft on Ground (AOG) requirements both at and away from line stations.
- Provide timely response, investigation, and advice to technical and customer queries, liaising with engineers at both base and line for support.
- Liaise with customer representatives regarding any issues arising during maintenance inputs and communicate any potential impact on return to service times.
- Coordinate with customers and the Stores and Logistics department regarding part quotes and availability.
- Create and issue work packs upon receipt of signed work orders, work pack requests, or purchase orders.
- Update and maintain a calendar reflecting booked work.
- Email Return to Service (RTS) documentation to customers upon completion of tasks.
- Scanning and sending out work packs.
- Participate in engineering department and technical meetings.
- Maintain document control within the Customer Support Department
About you:
- Previous experience in customer support or a similar role within the aviation industry.
- Strong knowledge of aircraft maintenance procedures, preferably in line maintenance desirable.
- Familiarity with technical services procedures and industry regulations desirable.
- Proficient with numbers and data input with attention to detail essential.
- Excellent communication skills, both written and verbal essential.
- Proficient in computer skills, particularly MS Office.
- Fluent in spoken and written English.
- Clearly conveys information and actively listens to understand customer needs and concerns.
- Passionate about providing excellent customer service, both internally and externally.
- Possesses a strong understanding of aircraft maintenance procedures, technical services, and industry regulations to provide accurate information and support.
- Maintains strict document control within the Customer Support Department, ensuring proper organization and storage of important records.
- Possess a strong commercial acumen, with a solid understanding of market fundamentals regarding products, customers, and competitors. Able to capitalize on opportunities.
- Strong problem-solving abilities and critical thinking skills, including timely identification and resolution of issues, skilled information gathering and analysis, and development of alternative solutions.
- Proficient at developing and maintaining successful relationships.
- Demonstrates discretion when handling sensitive information.
- Effective in planning, prioritizing, and delegating tasks as required.
- Displays a professional ‘can-do’ attitude.
- Open to change and willing to challenge the status quo to drive business forward.
- Adaptable and responsive to changing situations and priorities, demonstrating excellent time management skills.
- Attentive to detail and capable of accurately following instructions through task completion.
- Demonstrates due diligence and maintains the highest level of integrity.
- Self-motivated and capable of working independently.
- Collaborates well as a team member.
What We Offer:
Our people are extremely important to us, so we offer a benefits package designed to motivate and reward you, whilst considering your overall health, wellbeing, and that all-important work / life integration.
- Enhanced holiday entitlement – 33 days inclusive of bank holidays
- Defined Contribution Company Pension Scheme, with matched contribution up to 7.5%
- Employee Assistance Program – 24/7 help, guidance and support including access to free face-to-face counselling
- Access to an Employee Perks platform (shopping discounts)
- Medicash Proactive – health cash plan
- Company sick pay
- Flexible start/finish times
- Life Assurance – 4x Base Salary
- Free on-site parking
- Full access to LinkedIn Learning and ongoing Training & Development Opportunities
- Global Development Scheme Opportunities
- Mentorship schemes
- Recognition programme – performance, going above and beyond, service length
- Volunteering / Charity Days
- Regular social events
- Enhanced Family Friendly Leave Policies
If you are ready to take on this exciting opportunity and contribute to the success of Signature TECHNICAir, apply now. We look forward to hearing from you!
Signature TechnicAir is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.
