Customer Service Director, MRO

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    "ExternalDescriptionStr": "<p><span style=\"font-family: Calibri, sans-serif;\">Customer Service Director&nbsp;</span></p><p><span style=\"font-family: Calibri, sans-serif;\"><strong>Build an Aviation Career You’re Proud Of</strong></span></p><p><span style=\"font-family: Calibri, sans-serif;\">Join StandardAero as the Customer Service Director, responsible for providing strategic leadership and operational oversight for all customer-facing functions within our Business Aviation MRO. Drive exceptional customer experience, improve service-related processes, and ensuring accurate, timely billing and contract compliance across the organization, including engine, aircraft, and avionics maintenance programs. Serves as a key liaison between Operations, Finance, Sales, and Executive Leadership to align customer commitments with operational performance and financial objectives.</span></p><p style=\"margin: 0in;\"><span style=\"font-family: Calibri, sans-serif;\">For over 50 years, StandardAero Augusta has been setting the standard in Corporate Aircraft Maintenance. Our Part 145, Business Aviation MRO facility, is specialized to support an extensive range of aircraft models, including renowned brands such as Falcon, Hawker, Challenger, Gulfstream, and Embraer.&nbsp;With our recent 80,500 sq ft expansion we’ve doubled our footprint&nbsp;at AGS. Our facility focuses on 27 models of aircraft on the Airframe side, while our Engine Shop performs comprehensive overhauls on Honeywell HTF7000 and TFE731 engines, APUs, and performs diagnostics in our state-of-the-art test cells.</span></p><p style=\"margin: 0in;\">&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\"><strong>What You’ll Do:</strong></span></p><ul style=\"list-style-type: disc;\"><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Enhance, implement and manage the site’s Customer Experience Program.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Develop and execute a comprehensive Customer Service Strategy aligned with company growth and profitability goals.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Establish service standards, KPIs, and service-level agreements (SLAs) to drive measurable improvements in customer satisfaction and retention.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Act as executive escalation point for key customer issues, providing direct leadership to Billing, Customer Project Managers, Aircraft Line Service, and Reception.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Build a high-performance culture focused on accountability, responsiveness, and continuous improvement.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Establish clear roles, performance metrics, and development plans for all customer-facing staff, including partnering with HR on talent acquisition, performance management, and succession planning.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Ensure effective management of maintenance projects, heavy events, engine overhauls, and avionics programs from induction to redelivery, while overseeing contract interpretation, scope management, change orders, and customer communications.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Ensure accurate quoting, milestone tracking, and revenue capture in coordination with Operations and Finance.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Oversee billing accuracy, timeliness, and compliance to improve billing cycle efficiency and minimize disputes.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Monitor WIP (Work in Process), AR aging, and margin performance related to customer accounts.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Lead process improvement initiatives across customer-facing workflows, leveraging Lean Principles where applicable.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Collaborate with Operations to align production schedules with customer commitments.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Implement standardized communication protocols between maintenance teams and customers.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Support Sales in renewals, contract negotiations, and growth opportunities.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Lead business reviews and performance reporting for major customers.&nbsp;</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Serve as the primary liaison between the customer and internal operations for all business and program-related matters.</span></p></li></ul><p style=\"line-height: 115%;\">&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\"><strong>Position Requirements:</strong></span></p><ul style=\"list-style-type: disc;\"><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Minimum 8 years of progressive leadership experience in an Aviation MRO environment (including Engine, Airframe, or Avionics maintenance).</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Minimum 3 years in a senior leadership role overseeing customer-facing functions.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Experience with contract management, milestone billing, and revenue recognition.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Experience working with ERP/MRO systems and CRM platforms.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"color: black; font-family: Calibri, sans-serif;\">Minimum level of education, High School Diploma or GED equivalent.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"color: black; font-family: Calibri, sans-serif;\">Must be authorized to work in the U.S. without sponsorship.</span></p></li></ul><p style=\"margin: 0in;\">&nbsp;</p><p style=\"margin: 0in;\"><span style=\"color: black; font-family: Calibri, sans-serif;\"><strong>Preferred Characteristics:</strong></span></p><ul style=\"list-style-type: disc;\"><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Strong understanding of FAA Part 145 repair station operations and maintenance workflows.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Bachelor’s degree in Aviation Management, Business Administration, or related field.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Proven ability to lead cross-functional teams in a high-volume, deadline-driven environment.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Demonstrated ability to drive process improvement and organizational change.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Data-driven decision-maker with strong analytical and problem-solving skills.</span></p></li><li><p style=\"line-height: 115%;\"><span style=\"font-family: Calibri, sans-serif;\">Strong financial acumen including budgeting, margin analysis, and cost control.</span></p></li></ul><p>&nbsp;</p><p><span style=\"font-family: Calibri, sans-serif;\"><strong>Benefits that make life better:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Calibri, sans-serif;\">Sign-on and Relocation&nbsp;Bonus Eligible</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Tuition Reimbursement&nbsp;</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Comprehensive Healthcare Insurance</span></li><li><span style=\"font-family: Calibri, sans-serif;\">401(k) with a 5% company match, immediately vested</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Paid Time Off accrued starting on day one</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Bonus opportunities</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Health &amp; Dependent Care Flexible Spending Accounts</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Short &amp; Long-Term Disability Insurance</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Life and AD&amp;D Insurance</span></li><li><span style=\"font-family: Calibri, sans-serif;\">Career development and cross-training opportunities</span></li></ul><p style=\"margin: 0in;\"><span style=\"font-family: Calibri, sans-serif;\">&nbsp;</span></p><p style=\"margin: 0in;\"><span style=\"color: white; font-family: Calibri, sans-serif;\">#LI-PD1</span></p>",
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