Operations Support Manager

POSITION SUMMARY

We are seeking a highly organized, detail-oriented, and travel-ready individual to join our team as an Operational Support Manager. This role combines three core functions: overseeing 3rd party GSE maintenance vendors across the assigned region to ensure service quality, compliance, and performance; traveling directly to stations to lead, train, and support Ground Support Equipment (GSE) technicians in the field; and directly managing a team of traveling technicians, including their scheduling, performance, and development.

The individual in this role will work closely with internal departments, external vendors, and on-site technician teams to keep vendor performance, field operations and technician development aligned with company standards across every assigned station.

(Other duties may be assigned and are not limited to the following)

• Manage relationships with 3rd party maintenance vendors and suppliers such as parts distributors, off-site repair facilities and OEM suppliers.
• Monitor vendor KPIs and compliance across multiple cities - including maintenance response time, CMMS usage and repair quality against contractual and OEM standards - and create solutions to correct any service lapses.
• Review vendor invoices and verify that billed work matches services actually performed, flagging discrepancies for approval.
• During station visits, identify where opportunities lie for improving vendor performance and service delivery.

• Travel to assigned stations across the US to provide direct, on-site oversight of GSE technicians and third-party maintenance providers.
• Supervise, coach and support GSE technicians in the field, setting clear performance expectations and providing hands on guidance on repair quality, safety and efficiency.
• Conduct visual inspections and spot-checks of GSE during station visits to confirm maintenance was performed to standard.
• Reinforce technician training on GSE repair procedures, preventive maintenance programs, safety protocols and proper use of CMMS/EAM systems during station visits.
• Verify and supply accurate maintenance and inspection records for each station through EAM reporting and CMMS, ensuring documentation supports contractual and regulatory compliance.
• Ensure all field technicians and third-party vendors follow aviation ground safety standards, OSHA requirements and airline/airport-specific operating procedures during station visits.
• While on-site, coordinate with vendors and parts distributors to reduce equipment downtime and support technicians in resolving parts or repair bottlenecks.
• Identify best practices observed at one station and help standardize them across other stations in the assigned region.

• Build and manage travel schedules and station assignments for the technician team, balancing coverage needs across multiple cities with technician availability and travel time.
• Serve as the primary point of escalation for technician-related issues in the field, including conflicts, safety concerns and resource needs

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in business administration, Contract Management, or a related field, or equivalent; 4 - 6 years related work experience managing maintenance operations; or any equivalent combination of education, training and experience.
• Proven experience as a 3rd Party/Vendor Maintenance Manager, Technician Manager, or similar role, preferably in a fast-paced aviation ground operations environment.
• Prior experience directly managing a team, including scheduling, performance reviews and staff development.
• Strong understanding of aviation and Ground Support Equipment and/or automotive fleet repair.
• Hands on mechanical/technical background sufficient to…