Customer Service Manager

We pride ourselves as a premier supplier of fully integrated fuel systems for fixed and rotary-wing aircraft. We boast 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.)
-Key decision maker and action leader for ad hoc escalated customer requests
-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.

Leader of People responsibilities:
-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.
-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 accuacy, 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 escalation 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
-Keen understanding of evolving customer details such as platforms supported, general contractual obligations, known customer behaviors, general risks, etc.
-Understanding of regulatory processes around Aerospace industry and Export Controls assuring compliance support 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

Indirect influence, strong communication skills, ability to manage a large and diverse team, building relationships both internally with site peers and externally with customers

Team leadership skills and experience.

What we offer:

A company culture committed to Inclusion & Diversity and Sustainability.

Annual mentoring programme, Eaton University, and a robust reward and recognition framework.

Ongoing learning and global career development opportunities, including internal mobility.

Comprehensive induction support and a well-structured onboarding experience.

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.

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All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.

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.

Client-provided location(s): Hedge End, United Kingdom

Job ID: Eaton-71898Titchfield

Employment Type: OTHER

Posted: 2026-08-29T20:45:56