Customer Support Manager

POSITION OVERVIEW

The Customer Support Manager plays a critical role in ensuring exceptional service and delivery to our clients at PHI MRO Helicopter Services. This position is responsible for managing customer relationships, coordinating service requests, resolving issues, and ensuring customer satisfaction throughout the maintenance lifecycle. The ideal candidate will be a key liaison between the customer and operations.  Strong aviation industry experience, excellent communication skills, and a proactive approach to problem-solving abilities are what we require.   This position will build and lead future team of Customer Support Mangers. 

ESSENTIAL DUTIES & ACCOUNTABILITIES

• Customer Relationship Management
  • Serve as the primary point of contact for MRO customers.
  • Build and maintain strong relationships with operators, OEMs, and other stakeholders.
  • Ensure timely and professional communication regarding service status, timelines, and expectations.
  • Develop and implement customer feedback loops to enhance service quality
• Service Coordination
  • Collaborate with operations, engineering, and logistics teams to ensure customer requirements are met.
  • Monitor work orders and service progress, providing updates and managing expectations.
  • Coordinate aircraft induction and redelivery processes.
  • Lead pre-arrival readiness reviews and after-action reviews for each of the customer helicopters. 
• Issue Resolution
  • Address customer complaints and concerns promptly and effectively.
  • Investigate service issues and implement corrective actions.
  • Escalate complex problems to appropriate departments when necessary.
  • Perform risk assessment and mitigation planning for each project
  • Work with customers to resolve any pricing discrepancies.
• Compliance & Documentation
  • Ensure adherence to FAA/EASA and other regulatory requirements during customer interactions and documentation.
  • Maintain accurate records for audits and compliance purposes.
• Performance Monitoring
  • Track customer satisfaction metrics and service KPIs.
  • Prepare regular reports for senior management on customer service performance.
  • Identify areas for improvement and lead initiatives to enhance service quality.
• Financial Oversight

• Support contract negotiations and ensure compliance with agreed terms.
• Support internal change order process to ensure timely communication with customers.
• Monitoring billing accuracy and timely collection efforts

• Team Leadership
  • Supervise and mentor customer support staff.
  • Conduct training sessions to ensure team members are knowledgeable about MRO processes and customer service standards.
  • Foster a culture of accountability, responsiveness, and continuous improvement.
  • Drive strategic initiatives related to infrastructure, workflows, efficiency tools, and customer support engineer development.
  • Develop succession planning and scaling strategies for a growing customer support function.

QUALIFICATION REQUIREMENTS

• A&P Mechanic or rotorcraft  maintenance and  systems troubleshooting experience desired.    Associate degree in business, preferred. 
• At least 10+ years of experience on multiple rotorcraft models.  Preferred models
  • Airbus EC135, EC145, H125
  • Bell 407, 206     
• Strong understanding of helicopter maintenance operations and regulatory requirements.
• Excellent interpersonal, communication, and conflict resolution skills.
• Exceptional organizational skills and ability to deliver against multiple priorities
• Proficiency in Microsoft Office Suite.
• Ability to work in a fast-paced, high-pressure environment.
• Willingness to travel as required for customer visits

Preferred Skills:

• Experience with ERP/MRO software, Ramco preferred.
• FAA regulatory knowledge.
• Data analytics and reporting experience for service performance improvement.

DISCLAIMER

The above Statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

PHI Aviation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws