Customer Support Manager

Administration | Grand Prairie Texas, USA Job Requirements Minimum 4 years' experience in the aerospace industry, with focus on helicopters. Minimum 2 years' experience in customer support, sales, or related fields. Technical knowledge of helicopter components and repair processes. Excellent interpersonal and communication skills. Proficiency in computers and standard software (e.g., MS Office, ERP systems like AvSight). Ability to work flexible hours, including after-hours availability as required. Basic knowledge of OEM warranty and commercial support programs. Familiarity with Lean Six Sigma processes and procedures. Self-motivated with strong organizational and administrative skills. Ability to read and write English fluently. Willingness to travel as needed. Legal right to work in the United States. Competencies Thrives in a fast-paced environment. Strong decision-making, problem-solving, and prioritization skills. Versatile, resourceful, autonomous, and team-oriented. Commitment to customer service excellence. Skilled communicator with active listening abilities. Effective negotiator focused on solutions. Job Description Customer Service Manager Reports to: General Manager Category: Professional Status: Full-time Direct Reports: 1 Customer Support position Job Summary The Customer Service Manager reports to the General Manager and is responsible for building and sustaining a department culture centered on positive customer relationships, interdepartmental collaboration, and effective communication of financial and technical information to internal and external customers. This role drives customer satisfaction, commercial performance, and operational efficiency while ensuring alignment between customer requirements and operational delivery. Key Responsibilities Lead and develop the Customer Support team to deliver consistent, responsive, and value-driven customer communication. Oversee customer accounts, including onboarding, pricing, contract compliance, and after-sales support. Establish new customer accounts in accordance with company procedures. Monitor and manage key metrics, such as sales pipeline, rolling forecasts, quote turnaround times, and customer satisfaction KPIs. Support pricing strategies, quoting, and commercial negotiations to optimize margins while preserving long-term customer relationships. Communicate customer expectations clearly and promptly to internal departments (e.g., procurement, logistics, maintenance, quality, planning). Maintain ERP data integrity to support planning processes; AvSight experience preferred. Provide accurate, timely quotes and supporting documentation to customers. Guide and direct team members to meet customer expectations efficiently. Review and approve all invoices, providing explanations and guidance to customers. Oversee preparation of repair/overhaul estimates, including detailed correspondence, valuable customer information, and options. Review and approve summary condition reports, as applicable. Negotiate, manage, record, and track commercial gestures and discounts in compliance with Optima Aero USA requirements. Manage overdue customer accounts. Coordinate technical support and customer relations efforts. Serve as the primary liaison between customers and relevant company departments. Uphold the company’s reputation by ensuring timely execution of customer requests while protecting financial goals and best interests. Define work scope based on customer requests, shop suggestions, and recommendations. Collaborate with the Director of Maintenance and Quality Department to ensure on-time delivery, monitor repair turnaround times (TAT) for work-in-progress (WIP) assets, and align with customer expectations. Maintain customer fleet and data in the CRM system. Make informed decisions on serviceable versus new parts for installation. Support additional departmental duties as needed. Plan inductions and manage production plan updates based on customer demands, communicating with the Director of Maintenance and Quality Manager to ensure capacity and planning alignment. Manage a high-performing, collaborative Customer Service team emphasizing ownership and accountability. Implement dashboards and reporting tools to track and communicate departmental performance. Partner with the General Manager and leadership team on strategic planning, capacity management, and customer growth initiatives. Promote a culture of continuous improvement, efficiency, and customer excellence. #J-18808-Ljbffr MHM Publishing Inc