Customer Support Manager

Summary of Accountabilities:

The single point of contact for all project communications encompassing the entire work scope throughout the duration of the project. Safeguarding customer satisfaction, expectations and maintaining company objective to ensure overall project success.

Primary Duties and Responsibilities:

• Monitor all projects and provide status reports through the proper channels.
• Schedule and conduct a production and debrief meetings.
• Manage aircraft schedule to meet customer expectations and maintain company commitments.
• Continuously maintain positive customer relations prior to, during, and after projects are completed.
• Monitor project financials as outlined per customer terms and conditions.
• Continuously provide project updates to customers as requested.
• • Review and resolve project discrepancies with customers and the team.
  • Invoice reviews.
  • Test flight coordination as required.
  • Communicate with upper management as needed.
  • Perform customer follow-ups and administer customer surveys.
  • Must adhere to the current and future company policies, safety guidelines and aviation
• procedures, and work in a professional manner.
• • Subject to approval, modifies the organizational structure of centralized functions and units.
  • Often responsible for managing a staff function of the company.

The above statements are intended to describe the general nature and level of work of the job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of this position.

Education and Experience:

• • Bachelor’s Degree in Sales/Marketing or related aviation field, or equivalent combination of education and experience.
  • A broad overall knowledge of general aviation and aircraft systems required.
  • Current working knowledge of applicable FAA regulations to include familiarity with foreign certification requirements.
  • Must be able to read/write and speak English.
  • Must possess a valid passport and be able to travel worldwide upon request.

Communication Skills:

• Must be able to read and speak English.
• Excellent verbal and written communication skills.
• Must be able to communicate difficult/sensitive information tactfully.

Skills:

• • Ability to plan, coordinate and execute schedules.
  • Understands basic revenue models, P&L and cost-to-completion projections and makes
• decisions accordingly.
• • Demonstrate ability to plan, coordinate and execute schedules.
  • Perform project bidding and estimating.
  • Strong analytical and problem-solving abilities.
  • Ability to interact with all levels of management and customers in a professional manner.

Computer Skills:

• • Email, Microsoft Word and Excel are required, and Project is preferred.

Work Environment:

• Full-time position with less than one third of time spent working near moving parts, in high precarious places, in conditions with fumes or airborne particles, or with toxic or caustic chemicals.
• Office environment with daily interaction with all levels of management, staff, and customers.
• • Moderate noise level.

Compensation:

• Competitive salary commensurate with experience.
• Performance-based bonuses.
• Comprehensive benefits package.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status.

Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify.