Nicholas Thatcher Email & Phone Number

Meriden, Gb

Crick, England, United Kingdom

Coventry, United Kingdom

Responsibilities• Key Account Management –Developed and maintained strong relationships with key customers to provide an exceptional customer experience with proven results driven by Net Promotor Scores.• Remote Technical Support – Applying technical expertise to support in service issues across the customer fleet both within region and globally.• Off site, Customer Support- face of the company during customer visits providing support related to in-service issues and effective product utilisation.• Maintain and Increase Market Share – uphold the company reputation to avoid losing market share. Understand market changes and advances in technology to effectively support both existing customer and new customer requirements. • Customer Training – Managed yearly multi customer-training workshop. Provided bespoke individual customer training requirements throughout the year held in the field. • Product Investigations – Conducted in service investigations to resolve issues and identify Root Cause and Corrective Action to drive product improvements through design changes and updates of in-service documentation. • Customer Complaints – Identified and addressed all customer complaints in a timely and professional manner.Achievements• Managed all technical cases through the CRM maintaining an NPS score of 50+ for over a 12-month period. • Worked within yearly budgets to cover all key customers visits, trade shows and off site customer specific training as required.• Supported launch customers with Entry into Service covering all aspects of their customer journey from aircraft order through to in-service support.• Initiated notable product improvements, upgrade programs and retrofits to increase product life and customer utilisation.

Coventry, United Kingdom

Responsibilities• Managed staff in quality control and analytical procedures related to all supplier related activity. • Monitored performance of quality control systems to ensure effectiveness and efficiency.• Maintained quality documentation necessary for regulatory submissions and inspections.• Updated standard operating procedures and quality assurance manuals.• Audited and inspected subcontractor facilities and external laboratories.• Directed tracking of defects, test results, or other regularly reported quality control data.• Stopped production in cases of serious product defects.• Reviewed and approved quality plans submitted by contractors.• Produced reports regarding non-conformance of products and processes, daily production quality, root cause analyses, and quality trends.• Introduction of Quality Clinics, use of 8D / 7 Step Investigations to drive reduction in the cost of poor quality. Achievements• Green Belt Project on Customer Returns process leading to companywide savings of >£50k per year.• Maintained target of <100 Defect Parts per Million for a 12-month period across returned product, manufacturing and supplied parts.• Overhauled the Supplier Audit process.• Successful implementation and AS9100 Rev D approval.

Coventry, England, United Kingdom

• Processed warranty claims in accordance with contractual requirements. • Analysed problems, identified trends and developed strategies for maximizing claims processes and revenue.• Provided weekly and monthly status reports to leadership teams. • Reviewed and updated contracts to determine products covered and excluded from warranty.• Reviewed monthly financial results with partners to identify opportunities to improve profitability.

Coventry, England, United Kingdom

• Conducted technical analysis, evaluation and testing to resolve manufacturing quality-related product problems.• Audited quality systems for deficiency identification and correction.• Managed document control process to verify compliance with quality, customer and environmental standards.• Analysed data to identify trends in performance and quality.• Prepared reports and delivered presentations to communicate engineering results or recommendations.• Conducted root cause analysis on component failures.• Identified process improvements and worked closely with continuous improvement department to improve efficiency, reduce costs and increase productivity.• Controlled the customer return process. • Active member of the Cost of Poor Quality team, actioned with reducing costs across all aspects of quality costs across the business.

Coventry, England, United Kingdom

• Contract Management and Order processing• Customer Interaction and Query Resolution• SAP System Compilation• Out of hours AOG service

Master Of Arts - Ma, Marketing/Marketing Management, General

Lean Six Sigma - Green Belt, Lean Management, Pass

Ba Hons, Business & Marketing

Higher National Diploma, Business Administration And Management, General