What are the responsibilities and job description for the Manager of MRO Customer Service position at First Class Air Support LLC?
The Manager of MRO Customer Service is responsible for owning, leading, standardizing, and elevating the end-to-end customer service experience, from initial customer engagement through order execution, repair turnaround, delivery, and post-delivery support, ensuring a consistent, First Class experience for customers while supporting profitable growth.
This is a hands-on leadership role focused on team management, customer communication, improving operational efficiency, and services as the first escalation point for key customers. The Manager partners closely with Operations, Sales, Supply Chain, Quality, and Finance to ensure customer commitments are met while supporting efficiency, margin, and on-time delivery.
Essential Job Functions:
- Build, coach, and lead a high-performing customer service team, ensuring consistent service standards
- Define clear roles, responsibilities, performance expectations, and career paths
- Establish onboarding, training, and continuous development programs
- Foster a culture of accountability, collaboration, and customer-centric thinking
- Monitor daily workflow and workloads to ensure priorities are met
- Ensure customers receive proactive, professional, and transparent updates throughout the repair order lifecycle
- Maintain strong customer relationships by understanding customer priorities and expectations
- Ability to address customer inquiries, issues, and concerns effectively
- Assist with responding to customer RFQs, proposals, and service information in a professional and timely manner
- Establish structured escalation channels for customer concerns, ensuring resolution paths are consistent and documented
- Proactively identify risks to turnaround time, cost, or delivery and communicate impacts to customers early
- Develop, document, and implement standardized processes (work order quoting, order management, RMAs, warranty)
- Drive improvement initiatives to reduce cycle times, improve responsiveness, and increase customer satisfaction
- Improve utilization and discipline within ERP/CRM systems to ensure data accuracy and visibility
- Identify and implement enhancements to systems, tools, and workflows that strengthen team productivity
- Define and own customer service KPIs (response time, quote turnaround, TAT, on-time delivery, NPS, escalation rates)
- Create dashboards, reports, and analytics that provide clear visibility into customer service’s performance and efficiency
- Work with Finance to improve order-to-cash performance, billing accuracy, and dispute resolution
- Additional tasks and responsibilities as directed by management, adapting to changing priorities and requirements
Requirements:
- Bachelor’s degree in Business, Sales Management, or related field
- 5 years of experience in customer service, sales, or similar role
- Proven ability to lead and manage cross-functional teams
- Strong analytical, organizational, and problem-solving skills
- Advanced proficiency in Excel, Quantum (ERP), and experience using CRM systems (Salesforce preferred)
- Excellent communication skills and the ability to present data-driven insights to senior leadership
- High attention to detail and a proactive approach to identifying and solving operational challenges