Manager, Maintenance Sales and Customer Service

FlyUSA, Inc.•Tampa, FL

25d

About The Position

At FlyUSA, we are redefining the private aviation experience by providing exceptional service to our clients from start to finish. As leaders in the industry, we are committed to delivering unparalleled travel experiences that exceed expectations. We’re not just about flying passengers from point A to B; we’re about creating memorable journeys and exceptional moments for every client, every time. Position Summary The Manager, Sales & Customer Service (MRO Operations) is the primary commercial and client-facing representative for FlyUSA's maintenance repair organization. In the near term, this role operates primarily within FlyUSA's Part 91 and Part 135 ecosystem, working closely with the Aircraft Management Services (AMS) team, who serve as the primary representatives of FlyUSA's managed aircraft owners and clients, and with Maintenance Controllers, who coordinate squawk identification, work scoping, and quote approval. This role is embedded in that workflow, ensuring quotes are accurate, timely, and properly routed through the right internal channels before reaching the client, as well as managing expectations, and communicating scope increases and changes through work completion. As FlyUSA launches its Part 145 Repair Station, this role will evolve into a more externally facing commercial position, developing direct relationships with third-party operators, corporate flight departments, and aircraft owners who engage FlyUSA's MRO capabilities on a standalone basis. This individual will play an important role in helping establish the customer-facing processes, service offerings, and revenue pipeline that support the growth of the Part 145 operation.

Requirements

3–5 years of experience in aviation MRO sales, customer service, or operations/or equivalent experience in a flight operation or FBO environment with strong MRO exposure
Solid understanding of general aviation maintenance concepts and aircraft terminology; working familiarity with the regulatory framework governing Part 91, Part 135, and Part 145 operations
Demonstrated ability to build and manage customer relationships in a service business
Strong written and verbal communication skills; comfortable interfacing with aircraft owners, pilots, flight department managers, and internal operations teams
Proficiency with standard business tools (email, scheduling, spreadsheets, CRM)

Nice To Haves

FAA Airframe & Powerplant (A&P) certificate or significant time working alongside certificated mechanics
Experience supporting a Part 145 repair station or MRO facility
Familiarity with turbine aircraft platforms common in charter and management operations (Textron/Citation, Dassault/Falcon, Pilatus products a plus)
Familiarity with maintenance tracking systems (CAMP, Corridor, etc.)
Existing relationships within the regional aviation community

Responsibilities

Serve as the primary commercial liaison between the MRO and the AMS team for all Part 91 and Part 135 maintenance quoting, estimated completion and customer communications
Ensure all estimates and work scope updates are reviewed and approved by Maintenance Control before distribution to AMS or end clients
Provide timely, accurate quotes and work order estimates in coordination with the General Manager, MRO Operations and lead technicians
Communicate work status, squawk findings, and cost updates in a clear and professional manner recognizing that AMS team members are often the direct interface with aircraft owners
Manage customer expectations around scheduling, turnaround times, and AOG situations
Assist in invoicing: review in relation to authorized quote/estimate, prepare final invoice to client
As the Part 145 operation grows, transition toward managing external client relationships end-to-end
Identify and pursue new MRO customers, with near-term focus on supporting FlyUSA's internal Part 91 and Part 135 fleet and longer-term focus on building a third-party client base under the Part 145 certificate
Develop and maintain a pipeline of prospective external clients including charter operators, corporate flight departments, aircraft management companies, and private owners - in anticipation of the Part 145 launch
Prepare and present proposals, capability statements, and pricing for maintenance work packages across scheduled, unscheduled, and inspection-driven events
Assist in negotiating service agreements and long-term maintenance contracts
Support the development of service offerings, rate structures, and capability presentations as the Part 145 operation is built out
Coordinate with Maintenance Controllers on scheduling, squawk review, and quote development ensuring all estimates are reviewed and approved internally before distribution to AMS or end clients
Work with Parts procurement to confirm availability and pricing for quoted work
Ensure work orders are opened, documented, and closed accurately in the maintenance tracking system
Support the Part 145 launch by helping develop customer-facing processes, forms, service menus, and onboarding materials for third-party clients
Track and report on sales pipeline, revenue, and customer metrics
Maintain organized customer records and communication history in CRM or equivalent system
Manage overall quoting process: implement order quote process and procedures including the use of various software packages (Corridor, Camp, etc.).
Assist in developing pricing structures, rate cards, and service offerings aligned with the Repair Station's ratings and limitations

Benefits

Medical, Dental and Vision plans with multiple coverage options
Access to Teladoc and virtual care resources
Over-the-counter health product allowance at CVS
Employer contribution toward medical premiums
Company-provided basic life insurance
Optional supplemental life, accident, critical illness, and hospital indemnity plans
Health Savings Account and Flexible Spending Account options
401(k) with company match
Growth opportunities
PTO – Paid Time Off