Service Coordinator - Aircraft Tooling

Description:

We are currently recruiting for the following position on behalf of our global aviation client, a leading aerospace tooling support company. Our client is a world-renowned specialist in the servicing of aircraft tooling, engine tooling, engine stands, and aviation ground support equipment. If you have experience working within an engineering customer service environment and are looking for an exciting opportunity with a growing and dynamic company, we would be delighted to hear from you and discuss the role in more detail.

Job Title: Service Co-Ordinator
Location: Colnbrook, Berks
Contract Type: Permanent, Fulltime.
Package: Competitive
Hours: Mon - Fri

To be successful in your application you will need to hold the right to work in the UK at the time of application, sponsorship is not available for this opportunity.

Working within our client's London Heathrow workshop and offices, you will co-ordinate reactive repairs and planned maintenance tasks, liaising with Engineers, Suppliers and Customers to ensure assets are returned to service in a timely manner.

Key Responsibilities

Take full ownership of allocated customer accounts, acting as the primary point of contact for all repair, maintenance and service-related activities.
Coordinate planned and reactive repairs, ensuring all jobs are actioned promptly through engineers, workshop facilities or approved subcontractors in line with agreed service levels.
Manage the end-to-end quotation and order process, including repair assessments, pricing, purchase order processing, contract reviews and order acknowledgements.
Ensure all parts, resources, documentation and certifications are available and accurately managed to support efficient job scheduling and completion.
Maintain clear and proactive communication with customers, providing regular updates on job status, timelines, delays, maintenance schedules and critical asset requirements.
Prioritise and manage AOG (Aircraft on Ground) and other critical events, coordinating internal resources and escalation activities to minimise operational disruption.
Monitor customer assets, statutory inspections and certification requirements to ensure compliance and prevent service interruptions.
Manage supplier relationships, tracking performance, lead times and costs to ensure best value and adherence to quoted budgets.
Maintain accurate planning, service management and billing records, ensuring all jobs are completed, certified, invoiced and closed in a timely manner.
Produce regular customer reports detailing repair progress, maintenance activities and asset status.
Support continuous improvement initiatives by adhering to ISO 9001 and company procedures while providing feedback on process enhancements.
Provide training, knowledge sharing and effective handovers to colleagues to ensure seamless service delivery.

Role Expectations

Develop and maintain a thorough understanding of all allocated customer contracts, including asset coverage, scope of work, service level agreements (SLAs), critical assets, site access requirements, planned maintenance schedules, parts and subcontractor requirements, and invoicing processes.
Ensure all planned maintenance activities are proactively coordinated, with parts, resources and subcontracted services arranged in advance to meet contractual commitments.
Demonstrate a strong "right first time" approach, ensuring quotations, job records, documentation and commercial information are accurate, complete and professionally maintained.
Produce comprehensive and commercially robust quotations, ensuring all labour, materials, subcontracted services and associated costs are captured.
Maintain high-quality job administration standards, including accurate equipment records, detailed call information, up-to-date system notes, correct file management and complete job documentation.
Ensure all job sheets, reports and supporting documentation are accurate and complete prior to job submission and closure.
Deliver all required customer and internal reporting, including weekly account updates, planned maintenance schedules, open repair status reports, work-in-progress (WIP) reports and billing reports.
Maintain accurate invoicing records and ensure invoice logs are current, complete and aligned with contractual requirements.
Ensure continuity of service through clear communication and comprehensive handovers during periods of absence, ensuring customer commitments and reporting obligations are always maintained.Qualifications and experience required for this role:

Excellent administrative skills
Excellent organisational skills
Great communicator
Excellent telephone manner
Very confident when dealing with people on the phone
Good IT skills
Great data analysis skills