MRO Customer Support Executive

Job Summary

Skysmart is an award-winning aircraft component repair company, with sites at London Stansted Airport and Great Dunmow. We are looking for a Customer Support Executive to join the avionics team at Stansted Airport as the primary point of contact between our customers and the repair operation. You will handle enquiries and RFQs, issue repair quotations, and keep customers updated on repair status and turnaround, working day to day with Production, Engineering, Materials and Quality. The role reports to the Business Manager, Avionics.

Key Responsibilities

• Act as a primary point of contact for customer accounts, taking ownership of day-to-day enquiries and coordinating internally to ensure customer requirements are progressed and responded to.
• Respond promptly and professionally to customer enquiries received by email and telephone.
• Manage incoming customer RFQs, responding with approved capability, established repair pricing and turnaround information where available, and coordinating internally where further input is required.
• Issue and follow up on repair quotations prepared by the MRO Project Estimator, and handle customer responses, approvals and follow-up enquiries.
• Monitor the status of customer repair orders and proactively follow up with the relevant internal departments to obtain progress updates and identify any issues affecting customer commitments.
• Provide customers with regular and accurate repair status and turnaround updates, including proactive communication where delays or changes arise, and keep accurate records of customer correspondence.
• Support communication of evaluation findings, repair recommendations and BER decisions where applicable, escalating technical or commercial questions to the appropriate person.
• Assist with customer concerns, warranty enquiries and repeat-removal queries, coordinating with Production, Engineering or Quality as required.
• Work collaboratively with the MRO Project Estimator, including providing reciprocal cover for allocated customer accounts during periods of holiday, sickness, increased workload or operational priority.
• Develop strong professional relationships with customers and contribute to improvements in customer communication, quotation response times and repair progression.

Key Requirements

• Previous customer support, customer service, account support or repair administration experience within an aviation MRO, aerospace aftermarket or similar technical environment is strongly preferred.
• Strong customer-service skills with excellent written and verbal communication.
• Confident dealing directly with customers and building professional working relationships.
• Highly organised, with the ability to manage multiple customer accounts, enquiries and priorities simultaneously.
• Proactive approach to progressing work and following outstanding actions through to completion.
• Strong attention to detail and accuracy.
• Commercial awareness and an understanding of the importance of turnaround time, customer commitments and service performance.
• Ability to work effectively with Production, Engineering, Quality, Commercial, Materials and Logistics functions.
• Familiarity with aircraft component terminology, repair orders, quotations, evaluation findings, BER, NFF and turnaround times would be advantageous.
• Experience using an MRO or ERP system would be advantageous.

Pay: £28,000.00-£34,000.00 per year

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Sick pay

Work Location: In person