Training Support Lead

Training Support Lead

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SECTION 1 – JOB PURPOSE

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

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

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maintenance team to ensure outstanding customer service whilst achieving contractual requirements

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and device availability KPIs.

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• Primary contact for Customers for support of training equipment

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

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resolve issues relating to the required service

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

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requirements

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

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

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SECTION 2 – MAIN ACTIVITIES AND TASKS

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Organisation:

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

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at allocated training centres/ bases

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

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requirements

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

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workload

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

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other business functional areas

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

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appropriate work objectives and targets

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Business Support

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• Support to overall Training UK Business Control Management including:

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o Budgets and planning

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o Business reporting

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

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regulations

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o Knowledge input to new bids and proposals

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o Support to Quality Audits

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Company Internal

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Services and Support:

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

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operation software including:

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• Customer point of contact providing first line support

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

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maintenance on a delivered system, ensuring adequate cover to support

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• Manage and deploy training equipment manufacture support contracts, as

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necessary to conduct corrective and preventative maintenance on a delivered system

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

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with the daily training schedules.

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• Manage equipment risk register and proactively implement solutions to provide mitigation.

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• Produce periodic Support Service Summaries in the form of written reports and customer

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presentations, including supporting customer requested meetings.

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

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end customer and providing feedback to the software engineering teams

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

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and Corrective Action System (DRACAS)

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• Intervene and provide suitable solutions in the event of device or product unserviceability

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• Manage spare parts, tool, consumables and test equipment to, including obsolescence

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monitoring and maintaining a dynamic recommended spares list.

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

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and the long-term strategy for equipment availability.

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

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and decision making

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Health, Safety and Environment (HSE):

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

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

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

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health, safety and environment

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

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Management Responsibilities

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

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Responsibilities

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SECTION 3 – KNOWLEDGE SKILLS AND EXPERIENCE

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

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equivalent competency obtained through experience within Aerospace Engineering,

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Simulation, computer science or other comparable industry

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• High PC literacy, with an excellent understanding of all Microsoft Office applications, including

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Microsoft Project

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• Ability to communicate excellently at management level – both written and verbally

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• Excellent Interpersonal and problem-solving skills

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• Collaborate effectively with all stakeholders to achieve positive outcomes, across the company

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and pan geography

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• Strategic thinker with the ability to inspire innovation across the organisation

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• Self-motivated and able to work under own initiative, with minimal supervision

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• Capability to manage complex problems to satisfactory outcomes

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Company Internal

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

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key deadlines

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• Ability to influence and negotiate with others using facts and data to support

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• An understanding of cross functional/ commercial processes and your impact on the wider

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business

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Please apply or get in contact on 01935403203 /

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JBRP1_UKTJ