MRO Customer Service Manager

Job Description

Job Description

Job Summary

The MRO Customer Service Manager is focused on managing customers and their accounts from pre-arrival to post-delivery. This individual will be responsible to ensure customer retention and loyalty through customer-centric service as it relates to completion of work within compliance of 14 CFR Part 145 standards

Duties & Responsibilities

• Works interdepartmentally with service managers, planning, parts, sales and other department leaders to ensure timely coordination of all aspects of assigned projects 
• Acts as customer liaison providing timely information regarding assigned projects Ensures proper documentation of customer approvals
• Validates initial deposit has been received, collects progress payments, and processes final invoice
• Provides customer entertainment as required
• Ensures customer accounts are within established credit limits prior to the departure of the aircraft
• Provides feedback to department leaders regarding process improvement
• Works flexible hours to accommodate arrivals and departures of assigned projects and their customers
• Ensures accuracy of all assigned work orders and closes them in a timely manner
• Works with warranty coordinator to expedite warranty claim processing and invoicing

 

Qualifications & Job Requirements

• Minimum five (5) years’ experience in general aviation
• Minimum three (3) years’ leadership experience in general aviation
• Prefer Bachelor’s Degree in Aviation, Business Management, Finance, or equivalent work experience
• A&P certifications preferred
• Thorough knowledge of aircraft completion, production, and manufacturing operations
• Familiarity with the industry vendors, regulations, and current procedures for completing aircraft modifications on a timely and competitive basis
• Must be able to read, understand and utilize OEM and vendor maintenance data
• Customer Service experience is preferred

Education & Certifications

• Prefer Bachelor’s Degree in Aviation, Business Management, Finance, or equivalent work experience
• A&P certifications preferred

Other Prerequisites

• Pass pre-employment drug screen and background check
• Ability to obtain Airport Issued security badge
• Valid Driver’s license

Work Environment & Physical Requirements

• Work is performed in an aircraft hangar environment with moderate noise level, inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes. Working around equipment with moving parts, ability to lift and carry 50 pounds, frequent standing sitting, walking balancing and stooping

 

Available Benefits

• Medical, dental, vision
• Short term & Long term Disability - paid 100% by Company
• Life & Accidental Death and Dismemberment - paid 100% by Company
• Paid vacation, holidays, sick leave, jury duty, bereavement
• Health Savings Account or Health Reimbursement Account (employer contributions tied to participation in wellness program)
• 401K & Roth 401k with employer match
• Flexible Spending programs

 

 

Western Aircraft Inc. has a Drug Free Workplace Policy which includes applicants passing pre-employment testing in accordance with 14 CFR 120. Applicants testing positive for the presence of prohibited drugs are ineligible for employment. DOT applicants who become employees of Western Aircraft Inc. will also be subject to random, reasonable cause, reasonable suspicion, and post-accident testing.

 

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.