R0036400 UK HUB Service Delivery Controller

  • Location

    Crawley, West Sussex

  • Sector:

    Professional Services

  • Job type:


  • Salary:

    Up to £13.90 per hour

  • Contact:

    Vanessa Farrington

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Duration:

    18 Months

  • Expiry date:


  • Start date:


  • Client:


Service Delivery Coordinator; Based in Crawley; 18 month contract; £13.90 per hour
We are looking to recruit a Service Delivery Coordinator on behalf of our client based in Crawley.

Job Purpose
Act as the primary contact to the customer providing a variety of direct services to the customer throughout the spares/repair cycle, including direct contact with the Customer through onsite, offsite and teleconferences, acceptance, acknowledgement and routing of customer purchase orders, Customer Order Book status reporting, quoting, shipping, general queries and sourcing of information to enable the smooth transition of their units either through internal and or subcontract process. This role is critical to providing a high level of service to the customers and plays a pivotal role in ensuring that internal and external targets are met

To process all enquiries received by the Service Centre as appropriate Manage effective proactive and reactive communications both externally with Customers and internally across all levels and areas of the organisation.
Liaise across the business to resolve Customer enquiries of varying levels of complexity.
Liaise across the business to generate accurate and timely repair quotations for Customers; working with Commercial and Finance departments to ensure complex pricing model understood and appropriate margin position achieved.
Working across technical and material teams ensure on complex repair quotations that material, design, test and obsolescence issues are all resolved.
Perform contract review on incoming orders; ensuring all customer and contractual details are in order; flagging any special work instructions or import/export requirements as necessary and obtaining approval for acceptance of the order in-line with the Service Desk Delegation of Authority
Register. Ensure that Customer agreements are fully understood by all areas in the respective process, and that the latest revision copy of the customer contract, where appropriate, is available electronically.
Provide order acknowledgement to Customers and route order as appropriate in-line with the Service Desk Delegation of Authority Register.
Continuous review of order books and where blockers in the repair or procurement/build cycle exist, minimise impact of blockages and complex problems in the supply and production process by anticipating problems and planning contingencies ensure plan including what resources are required, specific actions, and target dates for completion. Review of these milestones, escalating as appropriate.
Ensure reporting systems/tools are kept up to date and status movements are accurate. Generate regular reporting on order book status and profitability for use both internally and externally as appropriate with high degree of independence. Generates metrics reports for the Service Centre as requested by the Service Centre team leader.
Develop relationships with internal and external customers to ensure levels of service are to a high standard. Work as part of the larger team to manage the priorities of each customer.
Maintain high levels of awareness and control on all aspects of Customer new build, spare, repair and manufacturing programs, including status and priorities, cost vs. margin positioning, forecasting, and delay issues.
Accurate generation of all release, shipping and despatch documents as required to ensure on-time shipment to Customers. Prior to despatch ensure that paperwork is contained in the pack and that the appropriate despatch address is available and that customer price approval has been obtained.
On receipt of direct notification from the customer of an urgent requirement i.e. all AOG (Aircraft on Ground) or UOR (Urgent Operational Requirement) requests, immediately prepare a plan to satisfy this work and notify all departments that are expected to be involved in the work. Ensure by continuous interaction with the Departments that the work is completed and despatched in the agreed timescale.
Prepare accurate customer repair quotations / letters real-time, based on information provided by the workshop/repairs cell using MoD/Civil templates. Where variance from approved pricing occurs, investigate and ensure timely escalation as appropriate to ensure quote generation.
Forward prices letters to the customer in-line with the Service Desk Delegation of Authority Register and as required chase the customer for their Price Approval. Investigate and resolve any customer queries relative to the price quotation or forecast delivery date. Escalate to the Project Manager/Contracts Manager as appropriate.
Release of repairs, spares and manufactured items via the appropriate business system and ensure all transactions completed accurately.
Promote continued improvements through LEAN processes.
Experience of working in a technology repair/spares operation/environment
Experience of managing Customers in a diverse international market
Commercial experience/awareness
Experience on all major Microsoft products
Experience of manufacturing and MRP processes in a technology industry
Some prior knowledge of the Company and its working practices would be highly desirable (but not essential) to enable rapid learning and contribution.
Experience of managing process-based repairs in an ERP system
Language skills desirable but not essential
Experience within the Aerospace industry desirable but not essential.
Understanding of Shipping/Export and Logistics desirable but not essential
Understanding of the Purchasing/Supply chain/outsourced repairs
Morson is acting an employment business in relation to this vacancy