Customer Support Manager

The Customer Support Manager plays a critical role in ensuring exceptional service and delivery to our clients at PHI MRO Helicopter Services. This position is responsible for managing customer relationships, coordinating service requests, resolving issues, and ensuring customer satisfaction throughout the maintenance lifecycle. The ideal candidate will be a key liaison between the customer and operations. Strong aviation industry experience, excellent communication skills, and a proactive approach to problem‑solving abilities are what we require.

This position will build and lead future team of Customer Support Managers.

• Customer Relationship Management
• Serve as the primary point of contact for MRO customers.
• Build and maintain strong relationships with operators, OEMs, and other stakeholders.
• Ensure timely and professional communication regarding service status, timelines, and expectations.
• Develop and implement customer feedback loops to enhance service quality.
• Service Coordination
• Collaborate with operations, engineering, and logistics teams to ensure customer requirements are met.
• Monitor work orders and service progress, providing updates and managing expectations.
• Coordinate aircraft induction and redelivery processes.
• Lead pre‑arrival readiness reviews and after‑action reviews for each of the customer helicopters.
• Address customer complaints and concerns promptly and effectively.
• Investigate service issues and implement corrective actions.
• Escalate complex problems to appropriate departments when necessary.
• Perform risk assessment and mitigation planning for each project.
• Work with customers to resolve any pricing discrepancies.
• Compliance & Documentation
• Ensure adherence to FAA/EASA and other regulatory requirements during customer interactions and documentation.
• Maintain accurate records for audits and compliance purposes.
• Performance Monitoring
• Track customer satisfaction metrics and service KPIs.
• Prepare regular reports for senior management on customer service performance.
• Identify areas for improvement and lead initiatives to enhance service quality.
• Support contract negotiations and ensure compliance with agreed terms.
• Support internal change order process to ensure timely communication with customers.
• Monitoring billing accuracy and timely collection efforts.
• Supervise and mentor customer support staff.
• Conduct training sessions to ensure team members are knowledgeable about MRO processes and customer service standards.
• Foster a culture of accountability, responsiveness, and continuous improvement.
• Drive strategic initiatives related to infrastructure, workflows, efficiency tools, and customer support engineer development.
• Develop succession planning and scaling strategies for a growing customer support function.

• A&P Mechanic or rotorcraft maintenance and systems troubleshooting experience desired. Associate degree in business, preferred.
• At least 10+ years of experience on multiple rotorcraft models. Preferred models:
  Airbus EC135, EC145, H125
  Bell 407, 206
• Strong understanding of helicopter maintenance operations and regulatory requirements.
• Excellent interpersonal, communication, and conflict‑resolution skills.
• Exceptional organizational skills and ability to deliver against multiple priorities.
• Proficiency in Microsoft Office Suite.
• Ability to work in a fast‑paced, high‑pressure environment.
• Willingness to travel as required for customer visits.

• Experience with ERP/MRO software, Ramco preferred.
• FAA regulatory knowledge.
• Data analytics and reporting experience for service performance improvement.