Training Support Lead

Training Support LeadSECTION 1 – JOB PURPOSEReporting into the Customer Training Operations (UK) department the purpose of the In-ServiceSupport Lead role is to provide leadership and direction to the synthetic training equipmentmaintenance team to ensure outstanding customer service whilst achieving contractual requirementsand device availability KPIs.• Primary contact for Customers for support of training equipment• Collaboration with customers, training centre managers and other key stakeholders toresolve issues relating to the required service• Identifying and delivering support solutions for both the business and customerrequirements• Leadership of synthetic equipment maintenance team (external service sub-contract)• Management of supplier contracts in place to support the synthetic training equipmentSECTION 2 – MAIN ACTIVITIES AND TASKSOrganisation:• Act as the focal point of contact within Customer Training for the support of training equipmentat allocated training centres/ bases• Lead and support the dedicated maintenance team (sub-contract) to ensure delivery of contractrequirements• Manage and resolve capacity and capability issues to facilitate successful completion ofworkload• Build and maintain relationships between Customers, Suppliers, Programme IPTs andother business functional areas• Excellent communication, regular reviews, performance feedback, and the setting ofappropriate work objectives and targetsBusiness Support• Support to overall Training UK Business Control Management including:o Budgets and planningo Business reportingo Adherence to business processes, department procedures and Health and Safetyregulationso Knowledge input to new bids and proposalso Support to Quality AuditsCompany InternalServices and Support:Management and provisions of support services for delivered training equipment, IT infrastructure andoperation software including:• Customer point of contact providing first line support• Manage and deploy support engineers as necessary to conduct corrective and preventativemaintenance on a delivered system, ensuring adequate cover to support• Manage and deploy training equipment manufacture support contracts, asnecessary to conduct corrective and preventative maintenance on a delivered system• Ensure availability of the suite of training equipment, at the correct configuration in accordancewith the daily training schedules.• Manage equipment risk register and proactively implement solutions to provide mitigation.• Produce periodic Support Service Summaries in the form of written reports and customerpresentations, including supporting customer requested meetings.• Coordinate of software upgrades across all stakeholders. Communicating effectively with theend customer and providing feedback to the software engineering teams• Provide support to the customer both verbally and with the use of an online Defect Recordingand Corrective Action System (DRACAS)• Intervene and provide suitable solutions in the event of device or product unserviceability• Manage spare parts, tool, consumables and test equipment to, including obsolescencemonitoring and maintaining a dynamic recommended spares list.• Maintain the 5-year technology upgrade plan for the equipment, directing the future investmentand the long-term strategy for equipment availability.• Provide specialise and professional advice and suggestions to support business effectivenessand decision makingHealth, Safety and Environment (HSE):• You will be responsible for taking reasonable care of your own health and safety and that ofothers who may be affected by your acts or omissions at work and to co-operate withmanagers, supervisors and others to enable the company to meet its statutory obligations forhealth, safety and environment• Specific responsibilities for Managers and Supervisors are detailed within HSP1010 –Management Responsibilities• Specific responsibilities for Employees are detailed within HSP 1015 – WorkersResponsibilitiesSECTION 3 – KNOWLEDGE SKILLS AND EXPERIENCE• Educated to HND level or equivalent in an Engineering discipline, or have demonstratedequivalent competency obtained through experience within Aerospace Engineering,Simulation, computer science or other comparable industry• High PC literacy, with an excellent understanding of all Microsoft Office applications, includingMicrosoft Project• Ability to communicate excellently at management level – both written and verbally• Excellent Interpersonal and problem-solving skills• Collaborate effectively with all stakeholders to achieve positive outcomes, across the companyand pan geography• Strategic thinker with the ability to inspire innovation across the organisation• Self-motivated and able to work under own initiative, with minimal supervision• Capability to manage complex problems to satisfactory outcomesCompany Internal• Able to demonstrate resilience under pressure being able to adapt and offer flexibility to supportkey deadlines• Ability to influence and negotiate with others using facts and data to support• An understanding of cross functional/ commercial processes and your impact on the widerbusiness Please apply or get in contact on [phone removed] / [email removed]