Manager, Aftermarket & Customer Engagement

MD Helicopters Inc • Mesa, AZ

55d • Onsite

About The Position

MD Helicopters is seeking an experienced and dynamic Manager, Aftermarket & Customer Engagement to lead our Aftermarket & Customer Support business unit. In this role, you will oversee spare parts operations, forecasting, sales activities, warranty & repair administration, AOG (Aircraft on Ground) support, and customer issue resolution. You will also drive business analytics for the Aftermarket organization-bringing creative, data-driven thinking to complex challenges and identifying opportunities for improvement and growth. If you thrive in a fast-paced environment, excel at leading teams, and are passionate about enhancing customer experience, we want to meet you.

Requirements

• Bachelor's degree (B.S.) and 6-10 years of relevant experience, or an equivalent combination of education and experience.
• Experience within customer support, aftermarket, aviation logistics, or related fields preferred.
• Strong analytical skills with the ability to solve practical problems and create innovative solutions.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with MRP/ERP systems (J.D. Edwards, SAP, or similar) preferred.
• Strong interpersonal skills and the ability to communicate effectively with internal and external stakeholders.
• Ability to work independently and collaboratively.
• Must have access to Export Control Information.
• Regular onsite attendance required; ability to lift up to 20 lbs and work in both office and shop environments.

Responsibilities

• Lead and develop all Customer Support team members, ensuring timely and accurate processing of spare parts sales and MRO (maintenance, repair & overhaul) orders.
• Manage team performance to key KPIs, including customer satisfaction, efficiency, staffing utilization, turnover, and financial results.
• Track, analyze, and report weekly and monthly spare part fill rates and backorder metrics.
• Drive continuous improvement across Aftermarket KPIs and processes.
• Lead monthly cross-functional demand review meetings with Sales, Marketing, and Finance.
• Oversee staffing, training, coaching, and performance evaluations to support team development and succession planning.
• Manage departmental expenditures and ensure adherence to budget requirements.
• Identify opportunities to improve or revise policies and procedures, especially as the business grows.
• Perform other duties as assigned.
• Interview, hire, and onboard new team members
• Assign and direct daily work
• Evaluate performance and provide coaching
• Address employee relations matters and help resolve issues
• Focus on mentoring, employee development, and succession planning

Benefits

• Three (3) weeks of accrued PTO annually
• One (1) week of company-provided PTO between Christmas and New Year's for all employees
• Standard benefits, including medical, dental, vision, life insurance, and disability coverage
• 401(k) retirement plan with company participation
• Paid holidays and additional wellness resources

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Transportation Equipment Manufacturing
• Number of Employees: 251-500 employees