Customer Quality & Product Support Manager

Customer Quality & Product Support Manager

Acro Aircraft Seating is one of the UK’s leading and fastest growing manufacturers of passenger seats for commercial airlines around the world. We are an agile, innovative business at the forefront of disrupting the aerospace market. Through modern methodologies, lean techniques, inspired innovation, and passion to be the best, Acro is positioning itself to be the world’s leading aircraft seating supplier.

The Role

Reporting to the Quality Director and working closely with Engineering, Operations, Supply Chain and Manufacturing,the Customer Quality & Product Support Manager is responsible for leading the investigation and resolution ofcustomer-reported product quality and in-service issues, ensuring the delivery of effective technical support whilstdriving continual improvement across the product lifecycle. The post holder will act as the primary technical interfacefor customer quality matters, leading cross-functional problem-solving activities, implementing robust corrective andpreventive actions, analysing field performance trends and ensuring lessons learned are embedded into design,manufacturing and quality processes. The role is also responsible for providing meaningful performance reporting tosenior management, supporting regulatory compliance activities where required and strengthening customerconfidence through professional, timely and technically robust support.

Where appointed, the post holder will fulfil the responsibilities of the Part 145 Workshop Manager, ensuring maintenance activities are conducted in accordance with Part 145 requirements, approved procedures and the Maintenance Organisation Exposition (MOE).

Key Responsibilities

• Act as the primary technical interface for customer quality and in-service product issues, building trusted
  relationships through responsive and professional support.
• Lead structured investigations into customer-reported issues using recognised problem-solving methodologies(e.g. 8D and Root Cause Corrective Action), coordinating cross-functional teams to identify root cause andimplement effective corrective and preventive actions.
• Provide technical guidance and recommendations relating to product quality, field performance, warranty
  liability and customer concerns, ensuring decisions are evidence-based and aligned with engineering and
  regulatory requirements.
• Monitor and analyse field performance, customer quality metrics and warranty trends to identify recurring
  issues, reduce warranty exposure and drive continual improvement.
• Ensure lessons learned from customer issues are effectively communicated and embedded into Engineering,Manufacturing, Supply Chain and Quality processes to prevent recurrence.
• Prepare and present technical reports, performance metrics and investigation updates to customers and seniormanagement, supporting informed business decision-making.
• Develop and improve Product Support processes, reporting tools, standard work and quality documentation toincrease efficiency, consistency and organisational capability.
• Support customer visits, audits and regulatory activities as required, representing Acro professionally and
  maintaining high standards of technical and customer service.

Skills and experience required

• Strong understanding of aerospace manufacturing, product quality and customer support principles.
• Experience leading technical investigations using structured problem-solving methodologies such as 8D, RootCause Analysis and corrective action processes.
• Excellent analytical skills with the ability to interpret technical information, identify trends and make evidence based decisions.
• Strong interpersonal and communication skills, with the ability to build effective relationships and influence
  stakeholders at all levels, both internally and externally.
• Experience coordinating cross-functional teams to deliver timely and effective resolutions to complex technicalissues.
• Ability to prepare clear technical reports, present findings and communicate complex information to both
  technical and non-technical audiences.
• Highly organised, self-motivated and capable of managing multiple priorities while maintaining attention to
  detail.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint, with experience of analysing andpresenting performance data.
• Degree or equivalent qualification in Aerospace Engineering, Mechanical Engineering, Manufacturing, QualityEngineering or a related discipline.
• Experience within the aerospace or other highly regulated manufacturing industries.
• Previously held a Form 4 nominated position.
• Being able to support regulatory approvals, Part 145 compliance activities and external authority audits whereapplicable
• Knowledge of AS9100 and EASA Part 21 and/or Part 145 requirements.
• Experience of continuous improvement methodologies such as Lean, Six Sigma or Kaizen.
• Experience using ERP, Quality Management or customer issue management systems (e.g. Epicor, Q-Pulse orequivalent).
• 25 days holiday + bank holidays
• Pension contributions up to 5%
• Life assurance
• Employee Assistance Programme
• 37.5 hours per week – 1 pm finish on a Friday
• Hybrid working (1 day a week working from home)
• Enhanced maternity and paternity leave

Acro Aircraft Seating is an equal opportunities employer.

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