Director of Customer Service & Support

Summary
This position is responsible for the Universal Avionics (UASC) Part 145 Repair Station which supports all UASC products, along with Operations Engineering which consists of Test and Process Engineering, for all Universal Avionics Operations.  The Director of Customer Service and Support, along with direct reporting Managers and Supervisors, is responsible for managing processes, budgets, and staffs to meet UASC goals, and for leading the organization by demonstrating the UASC leadership attributes.  The Director of Customer Service and Support will be expected to foster a culture of continuous improvement, communication and accountability within Operations, while building effective working relationships with internal and external suppliers and customers.  This position will also be responsible for working closely with other leaders to ensure effective planning and support is in place across the entire product life cycle, and for effective management of engineering in support of manufacturing, repair operations, and test engineering.  As a member of the Operations Leadership Team, the Director of Customer Service and Support will play a key role in all Operations strategic planning, as well as coordination/communication with Directors from across the company. 

 Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Ensure teams with the right leadership are in place to plan and execute UASC quality and delivery goals.
• Lead and optimize customer operations to deliver exceptional service experiences across all touchpoints, ensuring alignment with company goals and customer expectations.
• Monitor and report on KPIs like Customer Satisfaction (CSat), Customer Effort (CES), First Contact Resolution (FCR), and Time To Resolution (TTR).
• Manage post-transaction survey programs, ensuring timely deployment, actionable insights, and continuous feedback loops to improve service quality and customer satisfaction.
• Create and maintain a culture in which all key processes are measured, and the organization is focused on continuous improvement of these processes.
• Act as a change agent for new and exciting ideas, process improvements, and company direction.
• Develop and manage to the annual budgets for all departments.
• Maintain compliance to all regulatory requirements (FAA, AS9100, Customer Requirements, etc.) and demonstrate through successful performance to all internal and external audits.
• Set aggressive annual goals for quality, delivery and financial performance, communicate these goals with teams to achieve buy in, actively monitor and manage to these goals, and address both positive and negative performance in a timely manner.
• Create an environment of growth and development.
• Demonstrate the UASC leadership attributes consistently and ensure that these attributes are demonstrated by subordinates.
• Build and maintain effective working relationships with other divisions/departments, particularly with supply chain, quality, engineering, PMO and sales.
• Demonstrate the UASC values
• Resilience
• Innovation
• “Yes, I can” mentality
• Excellence mindset

Competency

To perform the job successfully, an individual should demonstrate the following competencies.

• Gathers and analyzes information skillfully; Works well in group problem solving situations.
• Assesses own strength and weaknesses; Strives to continuously build knowledge and skill; Shares expertise with others.
• Excellent communication skills, both verbal and written.
• Adapts to changes in the work environment; Manages competing demands.
• Keeps commitments; Commits to long hours of work if necessary to reach goal.
• Supports and explains reasoning for decisions; Includes appropriate people in decision making process.
• Applies feedback to improve performance; Monitors own work to ensure quality.
• Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Education and/or Experience

• Bachelor’s degree or relevant technical/leadership experience
• 10 years’ experience in Aerospace Service Operations roles in a high reliability electronic repair environment
• Experience in an FAA Part 145 customer service role
• Six Sigma Quality, Lean Manufacturing, or similar experience desired.

• Experience with AS9100, FAA Part 21 and Part 145, industry and technical customer requirements, STC, PMA and FAR, desired.
• Demonstrated success leading teams and developing leaders
• Strong supply chain/planning background desired

What We Offer:

• Benefits eligibility starts on your first day as a full-time employee at Universal Avionics.
• Medical insurance (multiple plan options, including low-deductible PPO)
• Preventive care covered at 100%
• Affordable copays for doctor visits, urgent care, and prescriptions
• Teladoc virtual care access
• Vision coverage through VSP (includes exams, frames, and lenses)
• Dental insurance (covers preventive, basic, and major services)
• 401(k) with immediate safe harbor match (100% match on up to 4% of pay after 60 days)
• 9/80 work schedule option – every other Friday off
• Vacation, sick time, and 14 paid holidays (including a week in December)
• Tuition reimbursement
• Gym reimbursement
• Wellness programs:
  • Vitality (earn rewards for healthy habits)
  • One Pass Select (discounted access to gyms, fitness apps, and more)
  • Travel assistance and employee discounts
• Employee Assistance Program (EAP) and emotional wellness support:
  • Up to 3 free counseling visits per issue/year through Reliance Matrix
  • Up to 6 free counseling sessions per issue/year through Health Advocate
  • Includes mental health, financial, legal, work-life, medical navigation, and life coaching support
• And more!

 Why You’ll Love Working Here:

• Universal Avionics offers the best of both worlds: the close-knit, agile culture of a mid-sized company, with the resources and global impact of our parent company, Elbit Systems.
• Our team is driven by purpose, innovation, and a shared passion for aviation safety.
• Here's what makes our work environment thrive:
• A collaborative, supportive team of skilled professionals and mentors
• Groundbreaking projects that shape the future of avionics technology
• A company culture that promotes innovation, career growth, and continuous learning
• Meaningful work that impacts air travel safety around the world
• A strong work-life balance, including a 9/80 schedule option

 To learn more about Universal Avionics, visit: www.UniversalAvionics.com

 Universal Avionics’ products and technology are subject to U.S. export laws and regulations, including but not limited to the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). As part of our compliance process, we inquire about work authorization and citizenship status to ensure alignment with these regulations.