Aviation Customer Support Specialist

Epic Aircraft•Bend, OR

4d•Onsite

About The Position

As a member of Epic Customer Support, the Customer Support Representative serves as a front-line liaison for Epic E1000 aircraft owners and authorized service centers. This role is responsible for coordinating customer communications, managing service timelines, and supporting maintenance and service logistics to help ensure a seamless ownership and service experience. The ideal candidate combines strong customer service and administrative skills with an understanding of aviation operations and maintenance.

Requirements

2+ years of experience in aviation-related customer service, aircraft maintenance administration, aviation operations, or a related field
Aviation background, particularly in General Aviation, aircraft maintenance, or maintenance support
Strong understanding of aviation terminology and maintenance processes
Strong written and verbal communication skills with the ability to communicate effectively with both customers and technical personnel
Excellent organizational and time-management skills with the ability to manage multiple priorities and deadlines
Detail-oriented, self-directed, self-motivated, and dependable
Comfortable working in a fast-paced environment where priorities may change quickly
Strong follow-through and a commitment to providing exceptional customer service
Professional, friendly, and approachable demeanor
Basic computer skills and the ability to learn and effectively use CRM, scheduling, and other business systems
Ability to handle sensitive customer and aircraft information with discretion and professionalism
Must be authorized to work in the United States without current or future sponsorship

Nice To Haves

A&P license is highly desirable
PT6 or turbine-engine experience is highly desirable
Experience working with aircraft owners, operators, maintenance personnel, or other aviation professionals is a plus
Experience working with turbine-powered aircraft, particularly PT6 engines
Familiarity with Epic E1000 aircraft or other high-performance General Aviation aircraft
Experience working with aircraft maintenance tracking systems, CRM platforms, or other service management software
Private Pilot, Commercial Pilot, or other flight experience

Responsibilities

Coordinate communication between aircraft owners, operators, and authorized service centers throughout maintenance events
Generate, distribute, and track quotes, work orders, invoices, and related service documentation
Track inspection due dates, logbook entries, maintenance requirements, and regulatory compliance items
Manage and route AOG (Aircraft on Ground) support requests and follow through on related logistics and communications
Assist with new-owner onboarding, including documentation, service information, and access to applicable training programs
Escalate technical questions and maintenance concerns to the appropriate internal departments, including Field Support and Engineering
Maintain accurate service history, customer communications, and follow-up activities within the CRM system
Support warranty tracking, documentation, and submission workflows
Coordinate parts, scheduling, and other service-related logistics as needed
Provide timely updates to customers and service centers and ensure open issues are followed through to resolution
Identify opportunities to improve the customer experience and internal service processes
Perform other customer support and administrative duties as needed