Director of MRO Customer Service

First Class Air Support LLC•Louisville, KY

11d

About The Position

The Director of MRO Customer Service is responsible for owning, leading, standardizing, and elevating the end-to-end customer service experience, from initial customer engagement through order execution, repair turnaround, delivery, and post-delivery support, ensuring a consistent, First-Class experience for customers while supporting profitable growth. This is a hands-on leadership role focused on team management, customer communication, improving operational efficiency, and services as the first escalation point for key customers. The Director partners closely with Operations, Sales, Supply Chain, Quality, and Finance to ensure customer commitments are met while supporting efficiency, margin, and on-time delivery.

Requirements

Bachelor’s degree in Business, Sales Management, or related field
5+ years of experience in customer service supervisory role, sales, or similar role
Proven ability to lead and manage cross-functional teams
Strong analytical, organizational, and problem-solving skills
Advanced proficiency in Excel, Quantum (ERP), PowerPoint presentation development and experience using CRM systems (Salesforce preferred)
Excellent communication skills and the ability to present data-driven insights to senior leadership
High attention to detail and a proactive approach to identifying and solving operational challenges

Responsibilities

Build, coach, and lead a high-performing customer service team, ensuring consistent service standards
Identify and replicate best practices across the MROs
Ensure customers receive proactive, professional, and transparent updates throughout the repair order lifecycle
Foster a culture of accountability, collaboration, and customer-centric thinking
Maintain strong customer relationships by understanding customer priorities and expectations
Assist with responding to customer RFQs, proposals, and service information in a professional and timely manner
Develop, document, and implement standardized processes (work order quoting, order management, RMAs, warranty)
Identify and implement enhancements to systems, tools, and workflows that strengthen team productivity
Define and own customer service KPIs (response time, quote turnaround, TAT, on-time delivery, NPS, escalation rates)
Create dashboards, reports, and analytics that provide clear visibility into customer service’s performance and efficiency
Work with Finance to improve order-to-cash performance, billing accuracy, and dispute resolution
Monitor daily workflow and workloads to ensure priorities are met
Ability to address customer inquiries, issues, and concerns effectively
Other duties as assigned.