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Collins Aerospace · 5 hours ago

Senior Manager, MRO Customer Service - Americas (onsite)

Winston-Salem, NC

Full-time

Onsite

Senior Level

$132K/yr - $252K/yr

7+ years exp

Collins Aerospace is a leader in aviation interior products and services, committed to enhancing air travel experiences. The Senior Manager, MRO Customer Service role focuses on delivering high-quality customer experiences and driving operational improvements across U.S. locations, while leading and mentoring customer service teams.

AerospaceIndustrialMilitarySatellite Communication

No H1B

U.S. Citizen Only

Responsibilities

Provide strategic and operational leadership for customer service repair operations across our US locations, ensuring consistent service delivery and performance

Lead, mentor, and develop customer service leaders and teams to drive engagement, accountability, and high performance. (This includes a team of direct reports based in both Lenexa and Winston-Salem.)

Monitor and analyze individual and team customer service metrics, repair turnaround times, and order status trends; implement corrective and preventative actions as needed

Own the end-to-end customer experience for repair activities, including oversight of complex or escalated customer issues and critical accounts

Ensure consistency, quality, and compliance in repair processes, documentation, and service standards across sites

Partner with Operations, Engineering, Quality, Supply Chain, Field Support, Product Support and Sales to align priorities and resolve issues impacting customers

Identify opportunities to improve efficiency, effectiveness, and scalability through process improvements, system enhancements, and standardization across sites

Serve as the primary escalation point for customer service risks, communicating trends, performance insights, and mitigation plans to senior leadership

Support continuous improvement initiatives and change management efforts across your sites

Ensure compliance with regulatory, contractual, and company requirements related to repair services

Drive a customer-first culture while balancing operational performance, cost, and delivery commitments

Qualification

MRO experienceProcess optimizationChange managementERP systemsData analysisMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookMicrosoft WordEffective communication

Required

Typically requires a University Degree and minimum of 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience

Experience in MRO, aerospace, manufacturing, or a similarly regulated focused environment

Demonstrated experience capability in process optimization, continuous improvement, and change management

Proficiency in standard business productivity software, including but not limited to Microsoft Excel, PowerPoint, Outlook, and Word

Experience presenting and communicating with internal and external stakeholders, including but not limited to customer reviews, employee performance discussions, and leadership updates

Preferred

Experience using ERP systems to manage repair orders, analyze performance, and ensure data accuracy and visibility

Established track record of effective cross-departmental partnership

Experience identifying trends, risks, and systemic issues through data, employee and customer feedback, and translate insights into actionable improvement plans

Experience supporting and managing expectations of global customers

Benefits

Medical, dental, and vision insurance

Three weeks of vacation for newly hired employees

Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option

Tuition reimbursement program

Student Loan Repayment Program

Life insurance and disability coverage

Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

Birth, adoption, parental leave benefits

Ovia Health, fertility, and family planning

Adoption Assistance

Autism Benefit

Employee Assistance Plan, including up to 10 free counseling sessions

Healthy You Incentives, wellness rewards program

Doctor on Demand, virtual doctor visits

Bright Horizons, child and elder care services

Teladoc Medical Experts, second opinion program

And more!