Customer Support Manager

Organisatie

Company Overview

Marshall Group (Marshall) is one of the world's largest independent aerospace and defence organizations. We provide innovative products, engineering, support services, and solutions for air, land, and sea. MADG specializes in the conversion, modification, maintenance, and support of civil and military aircraft, defence vehicles, shelter production, and composite solutions. Additionally, we offer staff, training, maintenance, and advice as a total solution.

Marshall Eindhoven Overview

Marshall Eindhoven, part of Marshall Aerospace NL, is responsible for executing the contract with the Dutch Air Force for the maintenance and support of their C130 Hercules fleet. Our goal is to unburden the Air Force so they can focus on their core tasks and responsibilities. Marshall Eindhoven acts as a central hub and the first point of contact for the Air Force organization.

Team Description

As a Marshall employee, you will work directly with Air Force personnel from various departments and with employees from Marshall headquarters in Cambridge. Additional support is provided from our Dutch office in Valkenburg (South Holland).

Functie

Marshall Group has proudly supported the Royal Netherlands Air Force (RNLAF) C130 Hercules fleet for over 20 years and is delighted to have won the recent Total Sustainment competition to provide a further 12 years of support to this operational fleet. The Total Sustainment contract includes aircraft servicing, spares provision, and engine support.

To deliver this service effectively, we are seeking a Netherlands-based Customer Support Manager to lead our interface with the RNLAF. The Customer Support Manager will be the day-to-day face of Marshall with the customer, developing a strong understanding of their requirements. Working closely with various departments at our Cambridge, UK facility, the Customer Support Manager will ensure the contract is fully executed and support is provided as expected, meeting and maintaining agreed key performance indicators.

Key Responsibilities

• Lead the Marshall NL Eindhoven team, managing and actively participating in daily operations;
• Serve as the primary Marshall point-of-contact at the RNLAF Eindhoven Main Operating Base, attending regular meetings and briefings, coordinating supply and demand data, and liaising with Marshall departments in Cambridge, UK;
• Manage and coordinate the export/import of parts and components from the Eindhoven Depot to and from Marshall of Cambridge and the worldwide market;
• Optimize in-country stock levels of maintenance spares and sub-systems to meet the Maintenance Plan using Marshall inventory optimization tools, in association with Cambridge Support, Procurement, and ILS departments;
• Oversee the performance of our Netherlands-based supplier, Standard Aero, ensuring adherence to the supplier contract;
• Actively participate in the wider programme delivery with the Supply Lead and other UK based stakeholders;
• Manage programme budgets as delegated from the Program PM and in-country Head of Managed Support Services, providing routine reports as needed;
• Manage the customer Help Desk to handle all calls and correspondence with RNLAF stakeholders;
• Monitor key aspects of performance and agree on key performance indicators with the customer;
• Maintain documents and electronic correspondence with RNLAF stakeholders securely, appropriate to the assigned security classification;
• Ensure all transactions are completed through the customer ERP System (SAP) and the Marshall ERP System (IFS).

Functie-eisen

• Bachelor's or Master's degree in Engineering;
• Project management experience. - Experience working with an ERP system preferably IFS;
• Strong problem resolution and customer focus skills;
• Fluent in Dutch and English, with proficiency in technical and defence terminology both written and spoken;
• Excellent communication skills, including the ability to brief large groups;
• Suitable to meet NLMoD security clearance for access to NL Restricted areas;
• Driving licence (car).

Aanbod

Marshall Aerospace Netherlands is ambitious about the future, just like you. We offer a competitive benefits package with an attractive salary of up to 80k, based on your experience. Working at Marshall provides the exciting opportunity to work in a defence environment and contribute to the security of the Netherlands. We also offer growth and study opportunities, such as logistics training, dangerous goods IATA certification, and other relevant laws and regulations within the company's possibilities.

Additional Information

Due to the nature of our business, all employment is subject to satisfactory references being obtained and attainment of applicable Security Vetting. Access to US technical data by employees requires prior Trade Control function approval. Clearance must be carried out against all applicable US export control authorisations.