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MD Helicopters · 3 days ago

Manager, Aftermarket & Customer Engagement

Mesa HQ AZ - Mesa, AZ 85215

Full-time

Onsite

Mid, Senior Level

6+ years exp

MD Helicopters is seeking an experienced, forward-thinking Manager, Aftermarket & Customer Engagement to lead our Aftermarket & Customer Support organization. In this role, you will oversee spare parts operations, forecasting, sales activities, warranty and repair administration, AOG support, and customer issue resolution.

3D PrintingManufacturing

Responsibilities

Lead and develop Customer Support team members while ensuring timely, accurate processing of spare parts sales and MRO (maintenance, repair & overhaul) orders

Manage team performance against key KPIs including customer satisfaction, efficiency, staffing utilization, turnover, and financial results

Track, analyze, and report weekly and monthly spare parts fill rates and backorder metrics

Drive continuous improvement initiatives across Aftermarket KPIs, processes, and customer touchpoints

Lead monthly cross-functional demand review meetings with Sales, Marketing, and Finance

Oversee staffing, training, coaching, and performance evaluations to support ongoing team development and succession planning

Manage departmental expenditures and ensure adherence to budget requirements

Identify opportunities to enhance or revise policies and procedures, particularly as the business scales

Perform other duties as assigned

Qualification

Customer support managementAviation logisticsBusiness analyticsMicrosoft SuiteJ.D. Edwards MRP SystemInterpersonal skillsProblem-solvingTeam collaboration

Required

Ability to multi task and prioritize workload within department

Ability to coordinate efforts of staff outside of individual's span of authority

Microsoft Suite experience required, including Excel, Word, PowerPoint, etc

Up to twenty-five (25%) travel required with significant customer interface

Strong interpersonal skills - creative thinker with exemplary written and verbal communication skills and the ability to communicate effectively orally or in written form with both co-management and internal/external customers and regulatory representatives

Demonstrated ability to anticipate and solve practical problems or resolve issues

Ability to work both autonomously and within a team environment

The ability to understand and follow instructions and the ability to concentrate

Excellent written, verbal, communication and interpersonal skills

The ability to get along with others or to be part of a team

Access to Export Control Information required

Regular attendance at the job site required

Bachelor's degree (B. S.) from four-year college or university; and a minimum of 6-10 years work-related experience and/or training; or equivalent combination of education and experience