Customer Liaison Engineer

STS Aviation Services is hiring a Customer Liaison Engineer in Manchester, United Kingdom. This on-site role sits within the Commercial department and reports to the Senior Commercial Manager.

The Customer Liaison Engineer will act as the key technical and commercial interface between customers, production, planning, engineering, materials, finance and internal stakeholders throughout aircraft maintenance inputs. This position supports customer communication, technical and commercial query resolution, fixed-price and over-and-above activity, reporting, approvals and delivery alignment.

Position Overview

The Customer Liaison Engineer is responsible for helping ensure aircraft maintenance work is approved, recorded, reported and delivered in line with customer expectations, contractual requirements and business processes.

This role requires strong aircraft maintenance knowledge, clear communication, commercial awareness and the ability to work closely with customer representatives during live aircraft inputs.

Key Duties and Responsibilities

• Act as the primary day-to-day point of contact for customer technical representatives during aircraft maintenance inputs
• Ensure clear, professional and timely customer communication
• Coordinate technical, commercial and operational queries between the customer, production teams, planning, engineering, materials and finance
• Support management of fixed-price and over-and-above work scopes
• Ensure additional work is identified, priced, approved and tracked prior to commencement wherever possible
• Review aircraft maintenance documentation, task cards, defect reports, engineering instructions and applicable aircraft maintenance manual technical data
• Support accurate customer responses and commercial submissions
• Prepare, issue and maintain customer-facing reports, work scope updates, over-and-above trackers, recharge schedules and supporting evidence packs
• Monitor man-hour, material, third-party and engineering cost activity against agreed budgets
• Highlight risks, variances and potential disputes to the Commercial team
• Ensure customer approvals, purchase order requirements and supporting documentation are obtained and retained in line with company procedures
• Support the IPR process for applicable aircraft inputs
• Coordinate required information for non-UK registered aircraft where relevant
• Maintain accurate project, programme and system records
• Ensure information in business systems is complete, current and aligned with contract and time data
• Host, attend and contribute to internal and customer meetings
• Provide clear updates on work scope status, approvals, risks, costs and outstanding actions
• Request customer feedback
• Communicate relevant positive or negative feedback to internal stakeholders to support continuous improvement

Skills and Abilities

• Previous aircraft maintenance, MRO or airline technical services experience is essential
• Good working knowledge of aircraft maintenance documentation, task cards, defects, technical data and maintenance input processes
• Strong customer liaison, stakeholder management and communication skills
• Ability to translate technical information into clear customer updates
• Commercial awareness, including understanding of fixed-price work, over-and-above activity, approvals, purchase orders and invoice support
• High level of accuracy, organisation and attention to detail when maintaining trackers, records, reports and evidence packs
• Confident user of Microsoft Office applications, particularly Excel, Outlook and Word
• Ability to work effectively in a fast-paced operational environment
• Ability to prioritise workload in line with aircraft input demands

Role-Based Requirements

• Report to and be accountable through the Commercial Department
• Work closely with Operations, Planning, Engineering, Materials and Finance
• Work on site to support live aircraft maintenance inputs and customer representatives
• Working hours to be determined by business and input requirements
• Flexibility required at times to support operational demand
• Ability to move between aircraft inputs, projects and customer accounts as required by the business
• Ability to carry out key project management roles to meet business and customer requirements
• Support business growth through effective customer and project coordination
• Leave applications and absence planning to be managed in line with company policy and Commercial Department requirements

Key Performance Indicators

• Over-and-above approval control: percentage of O&A tasks approved by the customer prior to work commencement, target 100 percent wherever operationally possible
• Customer communication: timely issue of agreed input updates, action logs, trackers and meeting outputs in line with customer and business requirements
• Budget and cost tracking accuracy: accurate monitoring of man-hours, materials, third-party costs and engineering support against approved budgets and scopes
• Recharge schedule timeliness: issue of complete recharge schedules and supporting evidence within agreed business timescales following CRS or input completion
• Dispute reduction: percentage of invoices, O&A submissions or recharge schedules disputed by customers, with root causes reviewed and corrective actions identified
• Customer satisfaction: feedback received from customer representatives and evidence of actions taken in response to positive or negative feedback

Location and Reporting

• Location: Manchester, United Kingdom
• Airport Code: MAN
• Department: Commercial
• Reports to: Senior Commercial Manager
• Work Arrangement: On site
• Travel: As required

About STS Aviation Services

STS Aviation Services is a leading aircraft maintenance, repair and modification provider supporting commercial and military aviation across the United Kingdom and Europe. Our teams deliver high-quality aircraft maintenance solutions with a focus on safety, technical excellence, operational performance and customer support.

Apply Now

If you have aircraft maintenance, MRO or airline technical services experience and the ability to manage customer, commercial and operational communication during live aircraft inputs, apply today to join STS Aviation Services in Manchester.

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