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MRO Customer Service Manager

MRO Customer Service Manager

OnticHollywood, FL, US
30+ days ago
Job type
  • Full-time
Job description

Mro Customer Service Manager

We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us!

Ontic is a leading global aerospace OEM trusted by the world's aviation leaders. Our new Miramar, FL site (opening at the end of June 2025) will become THE center of excellence for our MRO operations in North America.

Having more than doubled our business in the last 5 years, we are the fastest-growing aerospace company in the world! So, if you want to work for a company that prioritizes culture, shares success with its employees, and is set to double again in size over the next 5 years, we want YOU to apply today.

Our team is looking for an MRO Customer Service Manager to join them. You will report to the General Manager and will have an onsite work structure in Miramar, FL.

To be considered for the MRO Customer Service Manager opening, here's what you'll need to bring with you :

  • Bachelor's Degree in Business or a related discipline from an accredited institution.
  • 7+ years' experience, 3 years in a leadership role, in aerospace Customer Service or Sales, working within aerospace or MRO.
  • Expert level knowledge of CRM and Customer Success tools.
  • Ability to influence and partner cross-functionally with stakeholders.
  • Strong project management and program management skills, with the ability to drive projects to completion with minimal oversight.
  • Direct or indirect knowledge of CFR 14 Part 145.
  • Experience with ERP, Configuration Control, and PLM systems.
  • Excellent communication and presentation skills; able to translate data into stories and strategic recommendations.
  • Autonomous, self-driven, and able to thrive in ambiguity.
  • Proficient in the use of Microsoft Office Suite.

As an MRO Customer Service Manager, you will :

  • Establish, develop and maintain business relationships with current customers and prospective customers to generate new business for the organization.
  • Be responsible for all aspects of support for customers and customer relationship activities within the 14 CFR Part 145 Repair Station.
  • Be responsible for the setup, support, and improvement of MRO (Maintenance, Repair, Overhaul) customer service.
  • Manage and / or receive inbound calls from customers, completes orders, and provide customer service on orders.
  • Personally contact and secure new business accounts / customers.
  • Advise, direct, and train MRO customer service personnel in customer service techniques, methods and best practices.
  • Supports the MRO Commercial Sales Director in the day-to-day supervision of Customer Service / Sales team to achieve maximum sales profitability, growth and account penetration by effectively selling the company's MRO services.
  • Provide cross functional support as needed in all areas of the business.
  • Partner with leadership to design and operationalize strategies around account segmentation, customer journeys, and success planning.
  • Build and manage models for Customer Service capacity planning, productivity benchmarks, customer health scoring, and churn / expansion forecasting.
  • Track and analyze key customer metrics to identify trends and drive continuous improvement.
  • Deliver customer satisfaction through the timely, efficient and accurate processing of enquiries, sales orders, expedited requests, shop enquiries.
  • Work proactively to ensure orders are processed in accordance with the customer requirements and any issues are raised to the customer in a professional manner taking full accountability for your actions.
  • Expedite the resolution of customer problems and complaints.
  • Supply management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
  • Perform all other duties as assigned.

    • Our Benefits :

  • Comprehensive medical insurance
  • Competitive PTO, holiday pay, and sick leave
  • Company 401K plan with up to 4% matched contribution
  • Annual bonus program (varies by level and discretionary based on company and individual performance)
  • Flexible working arrangements
  • Paid volunteering opportunities
  • Access to mental health champions across our sites
  • Commitment to development
  • Employee referral program

    • Compensation Pay Range $90,000 to $100,000

    Ontic Engineering and Manufacturing Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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