About the Role
We are seeking an experienced Customer Service Manager to lead and develop customer support and service operations within a global organisation specialising in Ground Support Equipment (GSE) for the aviation industry.
This is a key leadership position responsible for ensuring high standards of customer support, managing service teams and third-party service partners, and driving continuous improvement across the customer service function.
Working closely with internal teams, factory operations, spare parts and external service partners, you will ensure customers receive responsive, reliable and high-quality support throughout the equipment lifecycle. You will play an important role in minimising equipment downtime, improving service performance and strengthening customer relationships across your assigned territory.
Key Responsibilities
Customer Service & Operations
- Lead and manage customer support and service activities across the assigned territory, ensuring alignment with company policies and service standards.
- Oversee the operational execution of service activities, including equipment commissioning, warranty claims and service bulletin implementation.
- Coordinate technical and logistical solutions to minimise equipment downtime and deliver effective customer outcomes at a reasonable cost.
- Maintain regular communication with customers, providing updates on ongoing service activities, actions being taken and planned next steps.
- Work closely with internal stakeholders, including spare parts teams, factories and other group entities, to resolve service issues efficiently.
Team Leadership & Development
- Manage and develop the service team, setting clear objectives and ensuring performance targets are achieved.
- Support recruitment, assess team performance and identify opportunities for training and professional development.
- Coach and develop team members, ensuring they maintain the technical competence required to deliver effective customer support.
- Foster a culture of accountability, continuous improvement and customer focus.
Third-Party Service Management
- Oversee third-party service providers and contractors operating within the assigned territory.
- Participate in the selection and qualification of new service partners.
- Ensure third-party personnel are appropriately trained and competent to service equipment in the field.
- Conduct regular formal audits to ensure service partners meet required quality and performance standards.
Performance & Quality Management
- Monitor service performance daily, maintaining oversight of key performance indicators and ensuring service targets are achieved.
- Maintain accurate and up-to-date service records, reports and operational modules.
- Prepare monthly service performance reports and lead service reviews.
- Ensure service activities meet company quality standards, including the review of completed service records and customer reports.
- Promote root cause analysis and implement corrective actions to address recurring service issues.
- Monitor departmental budgets, control costs and oversee the allocation and invoicing of service-related expenses.
Group Collaboration & Continuous Improvement
- Work closely with factories, spare parts teams and wider group stakeholders to improve service delivery.
- Contribute to cross-functional and international projects aimed at enhancing customer support and operational performance.
- Support customer and staff training initiatives, both during and beyond the warranty period where required.
- Participate in relevant internal meetings and international customer meetings.
About You
You are a customer-focused service leader with strong organisational skills, a structured approach to problem-solving and the ability to manage multiple priorities in a demanding operational environment.
You will be comfortable leading technical service teams, managing external service partners and working collaboratively with customers and internal stakeholders to deliver effective solutions.
You will also bring a proactive approach to performance management, quality assurance and continuous improvement, with the ability to remain composed and effective under pressure.
Requirements
- Bachelor's degree or above, ideally in a technical discipline.
- A minimum of five years' experience in a similar customer service or technical service management position.
- Full professional proficiency in English.
- Strong leadership, organisational and communication skills.
- A rigorous, autonomous and customer-focused approach.
- The ability to manage competing priorities and perform effectively under pressure.
- Experience managing service performance, quality standards and operational KPIs.
- Familiarity with the aviation or aerospace environment and its standards.
Desirable experience:
- Knowledge of Ground Support Equipment (GSE) products.
- Experience within aviation, aerospace, industrial equipment or a related technical service environment.
- Experience managing third-party service providers, technical teams and equipment warranty processes.
Why Join?
This is an opportunity to take ownership of a critical customer support function within the aviation ground support equipment sector. You will have the opportunity to develop service teams, strengthen customer relationships and make a measurable impact on service quality, equipment reliability and overall customer satisfaction.