Customer Support Manager

Our client is a global organization specializing in aviation and aerospace component maintenance and customer support. They are known for high-quality repair services, strong technical capabilities, and a customer-focused culture. The company is stable, growing, and committed to training, development, and long-term career opportunities. The Customer Support Manager ensures that customer requirements and company interests are protected throughout the entire maintenance and repair process. This includes coordinating customer communication, overseeing shop visit activities, monitoring costs, ensuring contractual compliance, managing work orders, supporting warranty processes, and working closely with internal operational teams. Key Responsibilities Sales Oriented Ensure that invoices reflect customer and company expectations. Obtaining and internally communicating customer removal forecasts and updating eight-week forecast. Providing input to management reporting and feedback to Customer Program Manager/Senior Management on Shop Visit Status. Customer Set-Up and Planning Ensure that effective customer set-up is achieved and that the customer requirements are effectively communicated to Operations and implemented during the shop visit. Organize customer on-site maintenance activities, including Field Service. Ensure that the engine-specific information is transferred from customer to internal interfaces via computer transactions, meetings, and engine owner processes. Obtain engine shop visit data from the customer and coordinate Workscope Review Board. Shop Visit Related Ensure customer requirements are reflected in internal engine workscoping processes and ensure that the agreed-upon work-scope reflects customer expectations. Perform cost monitoring throughout the engine repair process and ensure that internal and external customers are kept informed of price implications. Responsible for entire invoicing process, cost estimations (work request), monitoring costs to ensure they remain within budget in conjunction with the customer and engineering, and reviewing invoices. Managing and maintaining an overview regarding the processing of work orders, ensure that customer requirements are met, customer communication is effective, and maintain optimum results for the company and its customers. Interface in production control and logistics for shop visit planning and scheduling. Contract Related Ensure that warranty claims against OEM and warranty claims from customers against the company are administered effectively. Responsible for the organization of engine transportation. Relationship Items Inform customer regarding progress of engine and engine repair cost through customer updates, including weekly written status reports which stipulate engine Turn Around Time and serviceability dates. Responsible for coordination of Master Parts List and customer-supplied material (COP – Stock), as well as on-call service and AOG support. Resolve customer inquiries, as well as Customer Complaint Management. Ensure appropriate communication with external and internal customers. Representing the customer effectively within the company and possess an understanding of customer requirements and perspective. Handling of invoice disputes. Qualifications Bachelor/University degree in a Business related area and 1–2 years experience in customer support, preferably in an aviation environment OR equivalent education with 3–4 years technical background and customer support experience, preferably in an aviation environment Education in an Aviation Engineering/Mechanic related area or equivalent is an asset Intermediate knowledge with MS Office 10/11 Advanced Excel skills, including Macros, Pivot Tables and VLookup Intermediate knowledge with SAP customer support functions/transactions Salary $80,000 – $100,000 annually Benefits Relocation package for eligible candidates Benefits starting day one 100% company-match pension plan Extended medical & dental Disability insurance Life insurance Employee & Family Assistance Program Free on-site parking Seniority level Entry level Employment type Full-time #J-18808-Ljbffr