Join Eaton and be a part of our commitment to providing impactful, energy-efficient solutions that shape a sustainable future. At Eaton, we make what matters work, and we're dedicated to fostering a workplace where ethics, inclusion, diversity, and our people are at the forefront.
Located in Titchfield, Hampshire, Eaton's Aerospace business stands as a global leader in aerospace fuel systems. We pride ourselves as a premier supplier of fully integrated fuel systems for fixed and rotary-wing aircraft. The Titchfield facility boasts extensive fuel and air system test facilities, facilitating comprehensive testing across a range of conditions with various fuel types.
What you’ll do:
This role leads the Customer Service (CS) team, responsible for managing both OEM and Aftermarket customer base across both Titchfield and South Molton sites. Managing customer expectations against plant commitment, acting as senior point of escalation both internally and externally, delivering business strategy, including acting as the voice of the customer internally to align and drive the site to deliver to customer requirements.
* Direct Customer Management:
* Senior point of escalation at site level for all customers (delivery concerns and discrepancies, etc.)
* Support in negotiating contract pricing, delivery, and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through to shipment. Includes some direct decision-making ability for business decisions in front of the customer.
* Key decision maker and action leader for ad hoc escalated customer requests (over and above expedite requests, senior customer business reviews, customer visits on site at customer, etc.)
* Leader of People responsibilities:
* Development, implementation, and compliance of strong standard work, trainings, and team processes
* Coaching of teams to fill in gaps in both soft (e.g. diplomatic communications even without firm answer) and hard skill (e.g. cross-functional processes)
* Strong and adaptable leadership skills to manage a diverse team of different personalities and preferred working styles, while maintaining positive working relationships. Also applicable with site leadership peers as the CS/Commercial representative at site leadership level
* Adequately manage expectations of site team, while ensuring team is held accountable for direct CS scope
* Site Responsibilities:
* Provide support and direct guidance to site SIOP process based on direct customer feedback, as well as inferred customer/program knowledge
* Owner of all customer facing scope, including ensuring backlog accuracy, flow down to site of customer tools (portals, shipping directions, etc.)
* Engage in site wide leadership initiatives, assessing current practices for continuous process improvements
* Ensure audit compliance with all relevant and appropriate business procedures
* Strategic & Functional responsibilities:
* As the site CS leader, knowing when and how to escalate to Division and even further based on customer behavior, severity of situation, etc.
* Balancing customer requirements with business needs, especially when there is conflicting priority
* Very strong problem solving skills, a "will do anything to figure it out" attitude
* Keen understanding of evolving customer details such as platforms supported, general contractual obligations, known customer behaviors, general risks, etc.
* Strong understanding of regulatory processes around Aerospace industry and Export Controls assuring compliance with all export control regulations, including ITAR
Qualifications:
* Bachelor's Degree
* 8-10 years experience in customer facing role
Skills:
* Advanced user of Microsoft tools (Excel, Teams, etc), MFGPro
* Aerospace technical knowledge for customer service scope
* Strong communication skills
* Ability to manage a large and diverse team
* Building relationships both internally with site peers and customers
What we offer:
* Competitive compensation and benefits package
* Challenging projects in dynamic collaborative team
* Great company benefits including onsite parking and a gym
* We make your aspirations matter – Eaton encourages internal promotion, whenever possible
* We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
* We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies
* We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen
The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process.
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
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