Customer Support Officer

Position Summary

The Customer Support Officer is responsible for managing customer repair orders throughout the complete repair cycle, from receipt of the component through quotation, repair coordination, invoicing, and final delivery.

The role serves as the primary point of contact for customers, ensuring timely communication, commercial support, and coordination between customers and internal departments, including Production Planning, Technical Services, Logistics, Quality, and Finance.

The Customer Support Officer is responsible for maintaining high levels of customer satisfaction while ensuring contractual commitments, commercial conditions, and company procedures are consistently achieved.

Responsibilities

Act as the primary point of contact for assigned customers throughout the complete repair process.

Manage customer repair orders from receipt of the component until final invoicing and delivery.

Review incoming repair orders and verify customer requirements, contractual conditions, and repair instructions.

Prepare repair quotations based on approved work scopes, Technical Services assessments, and Production Planning inputs.

Follow up on customer quotation approvals and ensure timely commercial decisions to avoid unnecessary repair delays.

Monitor repair progress throughout the workshop and proactively communicate status updates to customers.

Monitor Estimated Completion Dates (ECD) and proactively identify delivery risks or potential delays.

Escalate operational or commercial issues that may affect customer commitments or contractual performance.

Ensure all customer communications are accurate, timely, and professionally managed.

Ensure repair orders, quotations, purchase orders, customer approvals, and commercial documentation are complete and accurately maintained.

Coordinate with Finance to ensure timely invoicing of completed repairs and resolution of invoicing queries.

Monitor outstanding quotations, overdue approvals, work-in-progress, and customer order status.

Prepare regular customer performance reports including quotation turnaround time, repair status, overdue repairs, delivery performance, and commercial risks.

Participate in customer meetings, business reviews, and operational performance meetings.

Support the Sales team by providing repair order updates, customer activity reports, and commercial information.

Build and maintain strong professional relationships with customers through proactive communication and responsive customer service.

Perform other customer support and commercial coordination duties as assigned by the Customer Support Manager.

Qualification requirements:

Bachelor's degree or Diploma in Business Administration, Aviation Management, or Sales.

Good understanding of customer service principles within an aviation or technical environment.

Good knowledge of Microsoft Office applications, particularly Excel, Word, Outlook, and Teams.

Experience using ERP systems within a repair, manufacturing, or aviation environment.

Ability to understand technical repair processes and commercial documentation.

Good command of English, both written and spoken.

Additional European languages are considered an advantage.

Knowledge of Part-145 component maintenance processes is considered an advantage.

Working experience requirements:

Minimum 3 years of experience in Customer Support, Customer Service, Sales Support, Commercial Operations, or Repair Administration.

Experience coordinating customer orders within a manufacturing, aerospace, or aviation environment.

Experience preparing quotations, monitoring repair orders, and coordinating customer communications.

Experience working with ERP systems and commercial documentation.

Experience coordinating activities between Operations, Finance, and Customers.

Previous experience within aviation, aerospace, Part-145-approved organization is highly desirable.

Experience supporting aircraft component repair operations is considered a strong advantage.