Customer Service Manager

Customer Service Manager

This position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Canyon Aero Connect stands as one of the world’s leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyon’s products have been widely adopted and proven in-service across a wide range of civilian, paramilitary and military fixed-wing and rotorcraft applications. Over the years, we’ve become known as the benchmark in aircraft tactical communication and audio equipment for Air Ambulance, Law Enforcement, SAR, EMS, Electronic News Gathering, Military and Marine applications.

Products include digital and analog radio/audio management systems, Tac/Com, VHF/UHF radio systems, intercoms, data interface accessories, and aural warning.

Reporting to the VP of Sales and Marketing, the Customer Service Manager is responsible for leading and developing the customer service team supporting both new sales and repair activities across the organization. This role oversees day-to-day customer service operations, ensuring consistent responsiveness, accuracy, professionalism, and execution across all customer interactions and order management activities.

The Customer Service Manager is responsible for establishing and maintaining customer service standards, driving team performance, and ensuring customer requests, quotations, and orders are processed efficiently and accurately. Working closely with Sales Managers, Business Unit Managers, engineering, operations, and other cross-functional teams, the Customer Service Manager helps drive timely resolution of customer issues and supports a high level of customer satisfaction across the business.

This role plays a key leadership function in training, mentoring, coaching, and developing customer service personnel while driving continuous improvement in customer responsiveness, communication, and operational execution.

• Lead, develop, and manage Customer Service Representatives supporting both new sales and repair activities
• Establish and maintain customer service standards, processes, and performance expectations across the organization
• Define customer service processes, documentation standards, and transactional accuracy requirements
• Provide coaching, training, and guidance to customer service personnel to improve responsiveness, communication quality, and operational accuracy
• Coordinate account assignments and workload balancing to support customer responsiveness and operational efficiency
• Partner closely with Sales Managers and Business Unit teams to support resolution of customer escalations and operational issues
• Monitor and improve customer response times, quote turnaround time, order entry accuracy, and overall customer service performance
• Ensure customer quotations, orders, and related transactions are processed accurately and in a timely manner
• Drive accountability within the customer service team to meet established performance metrics and customer expectations
• Collaborate with engineering, operations, sales, and finance teams to support customer requirements and business objectives
• Identify process improvement opportunities and implement standard work to improve efficiency, consistency, and customer satisfaction
• Analyze customer service performance metrics, trends, and operational data to identify risks and improvement opportunities
• Support implementation and effective utilization of ERP and CRM systems within customer service operations
• Participate in customer meetings, internal reviews, and cross-functional discussions as required
• Other duties as assigned, consistent with the scope and level of the role

• Strong leadership, coaching, and team development skills
• Strong customer-focused mindset with the ability to…