Customer Support Manager - 6 month Contract, Maternity Coverage

IFS•Fort Worth, TX

5h•$85,000 - $95,000

About The Position

IFS is seeking a Customer Support Manager for a six-month temporary contract providing maternity leave coverage. The role leads EMX customer support operations through the IFS Service Centre process, ensuring customer cases are managed professionally and consistently in line with global IFS support standards. The manager oversees day-to-day EMX Support Team activities, including case management, prioritization, escalations, service-level expectations, and customer communication. The position supports and develops team members and coordinates with internal groups such as R&D, QA, DB, and Consulting to advance customer issues toward resolution. It also helps align EMX support operations with IFS processes and governance, including documentation and knowledge sharing. The role involves shift, coverage, or on-call participation depending on business and customer support requirements. IFS describes its work arrangements as a balance of remote and in-office work, supporting flexibility while enabling in-person connection with colleagues.

Requirements

Experience in application support, technical support, service operations, or a similar customer-facing support role.
Strong understanding of case ownership, incident handling, customer communication, escalation paths, and SLA/KPI-driven service delivery.
Ability to investigate, reproduce, and analyze customer issues, including application-level troubleshooting and evidence gathering.
Ability to understand customer operational impacts and translate business issues into technical support activities.
Clear and professional written communication, with disciplined case notes, customer updates, and audit-ready documentation.
Ability to work effectively with Consulting, R&D, QA, DB, and other internal stakeholder groups.
Experience with ServiceNow, Jira, or similar work-tracking tools.
Customer-focused, structured, and quality-oriented approach, with strong ownership, prioritization, and a continuous-improvement mindset.
Willingness to work within agreed support coverage, shift, or on-call arrangements when required by the operating model.

Nice To Haves

Experience supporting airlines, MRO providers, business aviation operators, or defense aviation organizations.
Knowledge of aircraft maintenance planning, engineering records, maintenance control, or continuing airworthiness processes.
Experience working in a regulated or compliance-driven operational environment.
Experience working in an SLA/KPI-driven support environment.
Knowledge of EMX/Empower MX or comparable aviation maintenance management systems.
Knowledge of ITIL or similar practice.
Experience contributing to knowledge management, process improvement, or operational standardization.

Responsibilities

Lead day-to-day EMX Support Team activities, including workload management, case ownership, prioritization, escalations, and customer communication.
Oversee customer support cases, incidents, and service requests to ensure appropriate prioritization, documentation, and progress according to support processes, service-level expectations, and quality standards.
Manage customer escalations and complex support situations, coordinating ownership, next steps, and communication with customers and internal teams.
Ensure timely, clear, and professional customer communication through designated support tools, email, and phone.
Collaborate with R&D, QA, DB, Consulting, and other internal teams to progress customer issues, manage dependencies, and remove blockers.
Coach and develop Support Team members through knowledge sharing, workload planning, and skills and capability development.
Ensure appropriate classification and routing of customer requests, distinguishing standard support from consulting, implementation, enhancement, or product-development activities.
Support alignment of EMX support operations with global IFS standards for case handling, prioritization, escalation, documentation, knowledge sharing, and processes.
Identify process gaps, recurring issues, and opportunities to improve support workflows, documentation, knowledge content, and operational practices.