Customer Support Account Manager

Posted Monday, January 12, 2026 at 7:00 AM | Expires Tuesday, January 27, 2026 at 6:59 AM De Havilland Aircraft of Canada Limited (DHC) is a storied name in the aerospace industry, recognized worldwide for its pioneering contributions to aviation and its unwavering commitment to quality, innovation, and reliability. Headquartered in Calgary, AB, DHC currently has approximately 1,400 employees across British Columbia, Alberta and Ontario, as well as in markets and distribution hubs world-wide. Established in 1928, De Havilland Canada has a rich history marked by the development of some of the most iconic and versatile aircraft ever built. These aircraft have served a variety of roles—from bush flying to commercial aviation—and are celebrated for their rugged durability, operational versatility, and excellence in performance. Over the decades, De Havilland Canada has evolved to meet the changing needs of the aviation industry. Today, we are more than just an aircraft manufacturer; we are a comprehensive aerospace company with capabilities that span design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of craftsmanship and innovation. Role Summary The position reports directly to the Manager of Customer Support. The successful candidate will connect and support De Havilland operators and manage customer requirements. This includes collaborating with the DHC aftermarket team, including other internal stakeholders to ensure customer concerns / issues are resolved to expectations. Together you’re your manager, you will co‑develop / execute on yearly goals & objectives and determine how best to utilize all available tools and resources to achieve expected results. Key Responsibilities Act as the single point of accountability for assigned customer accounts, ensuring end-to-end ownership of all customer support activities. Establish and understand the needs and priorities of the customer/operator. Oversee customer support activities related to field service, technical inquiries, parts supply, warranty claims, and service disruptions. Coordinate with engineering, technical support, logistics, procurement, leadership, and key internal and external stakeholders across De Havilland, Customers, and Suppliers to build strong working partnerships and resolve customer issues quickly and effectively. Track, elevate, and follow up on technical issues, ensuring customers receive accurate information and timely resolutions. Prepare internal and external reports including performance summaries, visit reports, and risk assessments, while maintaining customer briefs and developing customer presentations to support leadership reviews. Interface and maintain clear and effective communication at all levels of the organization. Conduct regular check‑ins, monthly touchpoints, and customer visits to strengthen relationships and stay closely aligned with evolving customer priorities. Support other initiatives and projects as required. Administrative responsibilities, including weekly / monthly Governance. Required to travel worldwide and in certain cases on short notice. Education, Skills, & Experience Bachelor’s degree in Aerospace Engineering, Aviation Management, Business Administration, or a related discipline, or an equivalent combination of technical education and relevant aviation industry experience. Background in aviation, aerospace engineering, aircraft maintenance, or customer support (experience with aircraft OEMs, MROs, or airlines is a strong asset). Excellent interpersonal skills, both oral and written and confident speaker with strong presentation skills (both internally and with customers), and comfortable presenting to all levels of management. Strong organizational and time‑management skills, with the capability to manage multiple accounts simultaneously. Self‑motivated, able to work independently, prioritize tasks, manage multiple time‑sensitive initiatives simultaneously. Team player and capable/comfortable working in a fast‑paced 24‑7 environment. Able to occasionally support critical customer needs during non‑business hours. Ability to interpret technical documents, maintenance manuals, and service bulletins (preferred). Proficiency in Microsoft Office (Excel, PowerPoint, Word) and familiarity with CRM tools or enterprise systems. Why work at De Havilland? De Havilland Canada is a Canadian‑owned and operated aircraft manufacturer dedicated to providing rewarding opportunities in a diverse and welcoming workplace. Work with a team that makes a true difference in the world—making it possible for people to travel around the globe efficiently, comfortably and safely. We’ve manufactured over 5,600 aircraft including the most advanced turboprop in the air today. Our experience and expertise in constructing the highest performing aircraft in the industry is second to none. Our state‑of‑the‑art manufacturing facilities are dynamic workplaces led by teams that support and encourage all employees. With a passionate team of innovators and a global network of support, De Havilland Canada proudly carries on its tradition as a leader in aerospace. In addition to plenty of opportunities for career growth in a stimulating work environment, De Havilland Canada offers: Competitive wages Paid vacation Extended health benefits (medical, dental, vision, paramedical) Life insurance RRSP/DPSP Plan Employee and family assistance program At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals. Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required. At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially. Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include proof that you are legally entitled to work in Canada, professional references, verification of employment history, verification of educational background and criminal background checks. #J-18808-Ljbffr