Customer Support & Services Manager

Job Summary

The Customer Support and Services Manager is the primary customer liaison for a portfolio of Aircraft (A/C) and Helicopter (H/C) customers within the aerospace aftermarket segment. This role is pivotal in driving customer-focused sales initiatives related to Aftermarket and Maintenance, Repair, and Overhaul (MRO) services across the assigned territory. The Manager leads all commercial interactions and negotiations on behalf of SEDA, aligning with the corporation's strategic and financial goals.

Ultimately, this position is accountable for ensuring high levels of customer satisfaction and fostering long-term business growth.

• Act as the main point of contact and trusted advisor for assigned customers, providing a single interface ("One Face to the Customer") to maintain and deepen customer relationships.
• Serve as the escalation point for customer support issues, ensuring timely resolution and sustained customer satisfaction.
• Develop, implement, and manage comprehensive sales plans targeting aftermarket parts and MRO services, aligned with company growth and profitability objectives.
• Conduct detailed market research and competitive analysis to identify new business opportunities and expand the customer base within the aerospace aftermarket.
• Develop and execute pricing strategies that balance market competitiveness with achieving maximum margin, growth, and financial targets.
• Lead contract negotiations to ensure alignment with corporate policies and profitability goals.
• Collaborate closely with OEM Sales teams, Program Support Management, and Customer Support functions to meet customer demands and sales objectives.
• Facilitate effective internal communication and cooperation across departments to respond swiftly to customer needs and resolve issues.
• Travel frequently throughout the Americas to engage with customers, with potential international travel to support global accounts and strategic initiatives.

• Bachelor's or Master's degree in a relevant field with 8+ years of experience in aerospace aftermarket sales or customer support management.
• Strong background in contract negotiation, pricing strategy, and long-term account development.
• Experience working with or within foreign-held companies is advantageous.

• Strong commercial acumen including proficiency in sales processes, pricing strategy, business planning, negotiation, and proposal development.
• Excellent interpersonal, presentation, and relationship management skills.
• Strong oral and written communication abilities tailored for diverse customer interactions.
• Effective problem‑solving skills and ability to resolve customer issues promptly.
• Self‑motivated entrepreneurial mindset with the ability to work independently and proactively.

• Excellent planning, organization, and prioritization skills to manage multiple accounts and customer issues concurrently.
• Ability to manage escalations, resolve conflicts, and provide structured problem‑solving to maintain business continuity.
• Experience managing customer performance metrics (KPIs, SLAs, etc.) and reporting performance internally and externally.
• Strong understanding of commercial processes including pricing, contract terms, and P&L impact.