Head of Product Support Center

Avidyne•Melbourne, FL

45d

About The Position

At Avidyne, our mission is clear: Simply Flying. We believe flying should be intuitive and stress-free, powered by technology that disappears into the background so pilots can focus on what matters most. We're looking for the head of our Product Support Center to lead our integrated service and repair operations, connecting pilots, dealers, and internal teams to deliver fast, reliable, and professional support. This role combines technical understanding, customer empathy, and operational discipline to ensure every service interaction reflects Avidyne's quality and mission. WHY AVIDYNE We design and build avionics that elevate the flying experience. At Avidyne, you'll: Advance a mission that matters - Help pilots fly with confidence through responsive, high-quality service and support. Shape how we serve - Define the systems and standards that unify customer and repair operations. Work cross-functionally - Collaborate with engineering, operations, and sales to resolve complex challenges. Grow with purpose - Join a team that values clarity, accountability, and continuous improvement.

Requirements

Proven experience (5+ years) leading customer-facing service or repair operations, with accountability for both performance outcomes and cost management.
Strong knowledge of avionics systems, repair workflows, and FAA Part 145 regulatory requirements.
Demonstrated ability to create and sustain customer engagement models that elevate satisfaction, responsiveness, and brand trust.
Exceptional communication and leadership skills with the ability to translate complex technical information into clear, confidence-building customer updates.
Experience using data, metrics, and customer feedback to drive process improvements and service excellence.
Bachelor's degree in aviation, engineering, operations management, or business.

Nice To Haves

10+ years of progressive experience in aviation or aerospace service operations, including at least 5 years in leadership.
Advanced degree (MBA or MS in Engineering, Operations, or related discipline).
Pilot's license, A&P certificate, or other aviation credentials.
Experience with AS9110/AS9100 quality systems, ERP/MRP integrations, or service performance analytics.
Background in Lean, Six Sigma, or other continuous improvement frameworks.

Responsibilities

Lead and align Avidyne's customer support and repair operations to achieve targets for turnaround, quality, and customer satisfaction.
Oversee service performance, cost management, and resource allocation to ensure operational and financial goals are met.
Drive a unified approach to customer support, ensuring pilots, dealers, and partners receive consistent, proactive, and technically sound assistance.
Serve as the senior escalation point for complex or time-sensitive issues, balancing responsiveness with long-term relationship management.
Monitor key metrics and feedback to identify trends, root causes, and opportunities to enhance the overall customer experience.
Partner with Engineering, Quality, and Manufacturing to maintain FAA Part 145 and AS9110 compliance standards while advancing service innovation.
Build and reinforce communication frameworks that provide customers with clear updates and dependable expectations at every stage of service.
Drive adoption of tools and systems (ERP, CRM, ticketing) that improve visibility, coordination, and customer insight across the support organization.

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