Manager, Aftermarket & Customer Engagement

MD HELICOPTERS LLC•Mesa, AZ

1d•Onsite

About The Position

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

Requirements

Ability to multi task and prioritize workload within department
Ability to coordinate efforts of staff outside of individual’s span of authority.
Microsoft Suite experience required, including Excel, Word, PowerPoint, etc.
Up to twenty-five (25%) travel required with significant customer interface
Previous experience managing or working within a customer support department preferred
Aviation logistics experience preferred
Working knowledge of MD’s product line preferred
Strong interpersonal skills - creative thinker with exemplary written and verbal communication skills and the ability to communicate effectively orally or in written form with both co-management and internal/external customers and regulatory representatives is required.
Demonstrated ability to anticipate and solve practical problems or resolve issues is required
Ability to work both autonomously and within a team environment.
The ability to understand and follow instructions and the ability to concentrate.
Excellent written, verbal, communication and interpersonal skills.
The ability to get along with others or to be part of a team.
Access to Export Control Information required.
Regular attendance at the job site required.
Bachelor's degree (B. S.) from four-year college or university; and a minimum of 6-10 years work-related experience and/or training; or equivalent combination of education and experience
J.D. Edwards MRP System knowledge (e.g. SAP) - Minimum of 2 years of experience preferred

Nice To Haves

Previous experience managing or working within a customer support department preferred
Aviation logistics experience preferred
Working knowledge of MD’s product line preferred
J.D. Edwards MRP System knowledge (e.g. SAP) - Minimum of 2 years of experience preferred

Responsibilities

Lead and develop Customer Support team members while ensuring timely, accurate processing of spare parts sales and MRO (maintenance, repair & overhaul) orders.
Manage team performance against key KPIs including customer satisfaction, efficiency, staffing utilization, turnover, and financial results.
Track, analyze, and report weekly and monthly spare parts fill rates and backorder metrics.
Drive continuous improvement initiatives across Aftermarket KPIs, processes, and customer touchpoints.
Lead monthly cross-functional demand review meetings with Sales, Marketing, and Finance.
Oversee staffing, training, coaching, and performance evaluations to support ongoing team development and succession planning.
Manage departmental expenditures and ensure adherence to budget requirements.
Identify opportunities to enhance or revise policies and procedures, particularly as the business scales.
Perform other duties as assigned.