Aviation Customer Support Leader

Columbia Helicopters; Aurora (OR); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement plan

Paid time off

Wellness resources

Career development

Job summary

Columbia Helicopters is seeking a Director of Customer Support to lead satisfaction, communications, and aftermarket account management from RFQ to in‑service support. You will oversee the Customer Support organization, maintain service standards, and ensure cross‑functional alignment with Commercial, Military, Technical Support, Operations, and Flight Operations.

The role requires 10+ years in customer support leadership within aviation or defense aftermarket, with strong pricing governance and

Qualifications

• 10+ years of progressive leadership experience in customer support, aftermarket services, or related fields.
• 10+ years of aviation, rotorcraft, defense, or aftermarket support experience.
• Proven ability to lead customer-facing teams and manage escalated issues with urgency.
• Strong understanding of quote management, pricing, contracts, and service levels.
• Experience coordinating across commercial, technical, operations, and customer-facing teams.
• Ability to analyze customer needs and prioritize accordingly.
• Excellent verbal and written communication for high‑pressure events.

Responsibilities

• Lead the Customer Support organization and set standards, SLAs, and team rhythms.
• Own customer satisfaction metrics, response times, and delivery performance.
• Serve as primary escalation point for complex customer issues.
• Coordinate support activities across Commercial, Military, Technical, Operations, and Air Ops.
• Lead quote processes for aftermarket services, repairs, and parts sales.
• Develop pricing policies and service standards; govern exchanges.
• Oversee exchange pools, availability, and priority alignment for customers.
• Lead customer status reviews and strategic account reviews; align commitments.
• Support contract reviews to ensure operability before acceptance.
• Drive aftermarket revenue through repairs, changes, and field support.

Skills

Leadership

Strategic planning

Customer experience

Stakeholder management

Communication

Escalation management

Cross-functional coordination

Pricing governance

Forecasting & analytics

Aviation/defense aftermarket knowledge

Job description

Columbia Helicopters is seeking a Director of Customer Support to lead satisfaction, communications, and aftermarket account management from RFQ to in‑service support. You will oversee the Customer Support organization, maintain service standards, and ensure cross‑functional alignment with Commercial, Military, Technical Support, Operations, and Flight Operations.

The role requires 10+ years in customer support leadership within aviation or defense aftermarket, with strong pricing governance and