Training Support Lead

Training Support Lead

SECTION 1 – JOB PURPOSE

Reporting into the Customer Training Operations (UK) department the purpose of the In-Service

Support Lead role is to provide leadership and direction to the synthetic training equipment

maintenance team to ensure outstanding customer service whilst achieving contractual requirements

and device availability KPIs.

• Primary contact for Customers for support of training equipment

• Collaboration with customers, training centre managers and other key stakeholders to

resolve issues relating to the required service

• Identifying and delivering support solutions for both the business and customer

requirements

• Leadership of synthetic equipment maintenance team (external service sub-contract)

• Management of supplier contracts in place to support the synthetic training equipment

SECTION 2 – MAIN ACTIVITIES AND TASKS

Organisation:

• Act as the focal point of contact within Customer Training for the support of training equipment

at allocated training centres/ bases

• Lead and support the dedicated maintenance team (sub-contract) to ensure delivery of contract

requirements

• Manage and resolve capacity and capability issues to facilitate successful completion of

workload

• Build and maintain relationships between Customers, Suppliers, Programme IPTs and

other business functional areas

• Excellent communication, regular reviews, performance feedback, and the setting of

appropriate work objectives and targets

Business Support

• Support to overall Training UK Business Control Management including:

o Budgets and planning

o Business reporting

o Adherence to business processes, department procedures and Health and Safety

regulations

o Knowledge input to new bids and proposals

o Support to Quality Audits

Company Internal

Services and Support:

Management and provisions of support services for delivered training equipment, IT infrastructure and

operation software including:

• Customer point of contact providing first line support

• Manage and deploy support engineers as necessary to conduct corrective and preventative

maintenance on a delivered system, ensuring adequate cover to support

• Manage and deploy training equipment manufacture support contracts, as

necessary to conduct corrective and preventative maintenance on a delivered system

• Ensure availability of the suite of training equipment, at the correct configuration in accordance

with 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 customer

presentations, including supporting customer requested meetings.

• Coordinate of software upgrades across all stakeholders. Communicating effectively with the

end customer and providing feedback to the software engineering teams

• Provide support to the customer both verbally and with the use of an online Defect Recording

and 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 obsolescence

monitoring and maintaining a dynamic recommended spares list.

• Maintain the 5-year technology upgrade plan for the equipment, directing the future investment

and the long-term strategy for equipment availability.

• Provide specialise and professional advice and suggestions to support business effectiveness

and decision making

Health, Safety and Environment (HSE):

• You will be responsible for taking reasonable care of your own health and safety and that of

others who may be affected by your acts or omissions at work and to co-operate with

managers, supervisors and others to enable the company to meet its statutory obligations for

health, safety and environment

• Specific responsibilities for Managers and Supervisors are detailed within HSP1010 –

Management Responsibilities

• Specific responsibilities for Employees are detailed within HSP 1015 – Workers

Responsibilities

SECTION 3 – KNOWLEDGE SKILLS AND EXPERIENCE

• Educated to HND level or equivalent in an Engineering discipline, or have demonstrated

equivalent 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, including

Microsoft 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 company

and 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 outcomes

Company Internal

• Able to demonstrate resilience under pressure being able to adapt and offer flexibility to support

key 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 wider

business

Please apply or get in contact on [phone removed] / [email removed]