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23 days ago
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Maritime Platforms Field Support Lead


MBDA
Location: Stevenage
Job type: Permanent
Sector: Systems Engineering
Category: Design / Development Jobs
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Maritime Platforms Field Support Lead

EXTERNAL Requisition Advert Template

The Opportunity

In order to support continued growth within the Customer Support & Services directorate, an opportunity has arisen for an individual to take on a technical leadership role within the Field Support team. While forming key relationships with team members, customers and international colleagues you will be exposed to a broad range of air platform products and responsible for delivering an excellent level of customer service.

The Role

Complex Customer & Stakeholder Management:-

* Working in complex cultural environments, engaging with international end users and MOD/DOD customers concerning global operations and scheduling of critical work.
* Manage high pressure situations where operational capability is critical and customer urgency is placed onto MBDA.
* Work in complex system-of-system environments, where root cause analysis and ownership of technical issues needs to be managed whilst focusing on restoring end user’s capability.
* Responsible for situations where MBDA reputation is challenged and needs to be maintained/enhanced through delivery of prompt and efficient customer service.
* Seeking opportunities to proactively support customers and stakeholders whilst growing MBDA order intake.

Technical Excellence:-

When necessary, able to leverage a high level of conceptual and anticipative thinking, using technical competence and experience to:

* Anticipate typical problems and solutions, proactively suggesting product or service mitigation actions in order to optimize system availability and improve customer satisfaction.
* Understand how MBDA’s products work in practice, in a system of system structure with multi-layered defense systems with 3rd party sensor and management systems, and resulting MBDA key system interfaces and junctions of maintenance.
* Lever SDA knowledge to supplement their own knowledge and address specific issues requiring DA support.

Proactive Skills & Competence Maintenance:-

Plan, implement and maintain the skills matrix for the field support team, across Sea Viper, Sea Ceptor, Sea Venom and other MBDA maritime products in use by MBDA customers (as required). This includes managing:

* Existing product expertise held within the team mapped to a BMS defined level of competence.
* Manage growth in depth of competence through a planned development programme.
* Work in collaboration with development and main project teams to support product introduction into service and field support skills growth.
* Support competency growth in team for new MBDA products to ensure a smooth transition to service.
* Manage breadth of competence across UK and other NATCO products, (where products will reside alongside each other on the same platform).
* Ensure the team hold tools and test equipment as enablers to perform their roles.

High Quality Service delivery:-

Responsible for the quality of service provided to MBDA customers during remote troubleshooting, visit scheduling and field support attendance including post action closeout:

* Ensure professionalism is enshrined in all engagements with the customer
* Drive customer satisfaction and recommendation, through excellent customer feedback scores
* Exceed customer expectations throughout the Field Support process
* Promote and support use of future technologies in the delivery of MBDA support services
* Generate and implement local improvement plans to drive efficiencies, quality improvements and/or staff development opportunities.

Responsive Field Support Delivery:

Take an active role in the delivery of field support services to nominated products and/or platforms:

* Attending customer sites (UK and abroad) to diagnose and resolve technical issues and confirm customer satisfaction of work performed.
* Attend customer sites to perform scheduled maintenance tasks as required by customer tasking/contracts.
* Remotely support customers diagnose and perform maintenance and operational tasks.
* Support wider MBDA teams with the installation, set-to-work and validation of new installations.
* Coordinate with Design Authority teams as required to diagnose and plan resolution to any complex technical issues.

Team Leadership:-

* Responsible for up to 15 Field Support Staff, including their performance, development, daily administration & support, workload, engagement and skills competence.

What’s great about the team?

* Field Support is a large proactive team, deployed across the world in support of our customers - domestic and export.
* As part of the Support Services function of Customer Support & Services, you will join a team with an excellent spirit and frequent engagement outside of Field Support and into Technical Publications, Training, Supply and Systems & Tools.

Please note – the candidate will be asked to complete a short challenge as part of their application assessment. Details will be supplied once the candidate’s formal application has been received.

What are we looking for?

* Educated to degree Level in engineering or related subject, or substantial armed forces experience, or substantial hands-on / practical expertise in lieu.
* Experience delivering technical support to customers.
* Theoretical and practical knowledge and experience of MBDA products and support concepts
* Have experience of operating in, or supporting customers in a military environment
* Have a thorough understanding of the cultural issues involved in providing support to a global customer base.
* Leading teams of technicians and/or engineers
* Understanding equipment junctures of maintenance and interfaces points.
* Experience working as part of a diverse contractor working party across many industry parties to resolve technical issues.​

What’s in it for you?

* Working across multiple products, contracts, customers and Natcos, you will have an opportunity to establish a high degree of visibility within the business.
* International and domestic travel.
* Team leadership of highly motivated and customer applauded team members.
* Part of a rapidly growing function, with sometimes urgent customer issues and request to coordinate and resolve.

What would you get?

* Competitive salary, flexible working, paid overtime (subject to level), a comprehensive pension scheme, employee funded voluntary private healthcare, sporting activities, fantastic site facilities, bonus schemes (subject to level), superb learning and development opportunities and more….

Please Note: MBDA UK requires all employees to achieve and maintain SC security clearance or above without restrictions that will inhibit the individual’s ability to fulfil the requirements of the role. Your eligibility for the appropriate level of security clearance may be discussed with you during the recruitment process. Any existing clearance holders may be able to transfer clearance (subject to approval).

MBDA is committed to providing an inclusive working environment where our employees can be themselves and everyone has equal opportunity to reach their full potential. We value difference and know that a diverse community makes for greater innovation and brings a breadth of skills, experience and perspectives.

We welcome applicants who are looking for flexible working arrangements. MBDA is a proud member of Working Families – the UK’s work-life balance organisation.

Are you a member of LinkedIn? If so, you are invited to view future MBDA UK opportunities and news by following our MBDA LinkedIn Company page.* Directorate

PROGRAMMES

* Discipline

Customer Support and Services, Engineering and Design, Systems Engineering

* Title

Maritime Platforms Field Support Lead

* Location

Stevenage

* Job Ref no

R02873

Sign In
Maritime Platforms Field Support Lead

EXTERNAL Requisition Advert Template

The Opportunity

In order to support continued growth within the Customer Support & Services directorate, an opportunity has arisen for an individual to take on a technical leadership role within the Field Support team. While forming key relationships with team members, customers and international colleagues you will be exposed to a broad range of air platform products and responsible for delivering an excellent level of customer service.

The Role

Complex Customer & Stakeholder Management:-

* Working in complex cultural environments, engaging with international end users and MOD/DOD customers concerning global operations and scheduling of critical work.
* Manage high pressure situations where operational capability is critical and customer urgency is placed onto MBDA.
* Work in complex system-of-system environments, where root cause analysis and ownership of technical issues needs to be managed whilst focusing on restoring end user’s capability.
* Responsible for situations where MBDA reputation is challenged and needs to be maintained/enhanced through delivery of prompt and efficient customer service.
* Seeking opportunities to proactively support customers and stakeholders whilst growing MBDA order intake.

Technical Excellence:-

When necessary, able to leverage a high level of conceptual and anticipative thinking, using technical competence and experience to:

* Anticipate typical problems and solutions, proactively suggesting product or service mitigation actions in order to optimize system availability and improve customer satisfaction.
* Understand how MBDA’s products work in practice, in a system of system structure with multi-layered defense systems with 3rd party sensor and management systems, and resulting MBDA key system interfaces and junctions of maintenance.
* Lever SDA knowledge to supplement their own knowledge and address specific issues requiring DA support.

Proactive Skills & Competence Maintenance:-

Plan, implement and maintain the skills matrix for the field support team, across Sea Viper, Sea Ceptor, Sea Venom and other MBDA maritime products in use by MBDA customers (as required). This includes managing:

* Existing product expertise held within the team mapped to a BMS defined level of competence.
* Manage growth in depth of competence through a planned development programme.
* Work in collaboration with development and main project teams to support product introduction into service and field support skills growth.
* Support competency growth in team for new MBDA products to ensure a smooth transition to service.
* Manage breadth of competence across UK and other NATCO products, (where products will reside alongside each other on the same platform).
* Ensure the team hold tools and test equipment as enablers to perform their roles.

High Quality Service delivery:-

Responsible for the quality of service provided to MBDA customers during remote troubleshooting, visit scheduling and field support attendance including post action closeout:

* Ensure professionalism is enshrined in all engagements with the customer
* Drive customer satisfaction and recommendation, through excellent customer feedback scores
* Exceed customer expectations throughout the Field Support process
* Promote and support use of future technologies in the delivery of MBDA support services
* Generate and implement local improvement plans to drive efficiencies, quality improvements and/or staff development opportunities.

Responsive Field Support Delivery:

Take an active role in the delivery of field support services to nominated products and/or platforms:

* Attending customer sites (UK and abroad) to diagnose and resolve technical issues and confirm customer satisfaction of work performed.
* Attend customer sites to perform scheduled maintenance tasks as required by customer tasking/contracts.
* Remotely support customers diagnose and perform maintenance and operational tasks.
* Support wider MBDA teams with the installation, set-to-work and validation of new installations.
* Coordinate with Design Authority teams as required to diagnose and plan resolution to any complex technical issues.

Team Leadership:-

* Responsible for up to 15 Field Support Staff, including their performance, development, daily administration & support, workload, engagement and skills competence.

What’s great about the team?

* Field Support is a large proactive team, deployed across the world in support of our customers - domestic and export.
* As part of the Support Services function of Customer Support & Services, you will join a team with an excellent spirit and frequent engagement outside of Field Support and into Technical Publications, Training, Supply and Systems & Tools.

Please note – the candidate will be asked to complete a short challenge as part of their application assessment. Details will be supplied once the candidate’s formal application has been received.

What are we looking for?

* Educated to degree Level in engineering or related subject, or substantial armed forces experience, or substantial hands-on / practical expertise in lieu.
* Experience delivering technical support to customers.
* Theoretical and practical knowledge and experience of MBDA products and support concepts
* Have experience of operating in, or supporting customers in a military environment
* Have a thorough understanding of the cultural issues involved in providing support to a global customer base.
* Leading teams of technicians and/or engineers
* Understanding equipment junctures of maintenance and interfaces points.
* Experience working as part of a diverse contractor working party across many industry parties to resolve technical issues.​

What’s in it for you?

* Working across multiple products, contracts, customers and Natcos, you will have an opportunity to establish a high degree of visibility within the business.
* International and domestic travel.
* Team leadership of highly motivated and customer applauded team members.
* Part of a rapidly growing function, with sometimes urgent customer issues and request to coordinate and resolve.

What would you get?

* Competitive salary, flexible working, paid overtime (subject to level), a comprehensive pension scheme, employee funded voluntary private healthcare, sporting activities, fantastic site facilities, bonus schemes (subject to level), superb learning and development opportunities and more….

Please Note: MBDA UK requires all employees to achieve and maintain SC security clearance or above without restrictions that will inhibit the individual’s ability to fulfil the requirements of the role. Your eligibility for the appropriate level of security clearance may be discussed with you during the recruitment process. Any existing clearance holders may be able to transfer clearance (subject to approval).

MBDA is committed to providing an inclusive working environment where our employees can be themselves and everyone has equal opportunity to reach their full potential. We value difference and know that a diverse community makes for greater innovation and brings a breadth of skills, experience and perspectives.

We welcome applicants who are looking for flexible working arrangements. MBDA is a proud member of Working Families – the UK’s work-life balance organisation.

Are you a member of LinkedIn? If so, you are invited to view future MBDA UK opportunities and news by following our MBDA LinkedIn Company page.* Directorate

PROGRAMMES

* Discipline

Customer Support and Services, Engineering and Design, Systems Engineering

* Title

Maritime Platforms Field Support Lead

* Location

Stevenage

* Job Ref no

R02873

Sign In
Apply on company site

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