Customer Relations Manager

Pilatus Aircraft USA Ltd; Broomfield (CO); On-site; USD 88,000 - 116,000; Full time

Benefits offered by this job

Holidays and vacation time

Health premiums

HSA contributions

401(k) matching

Life and disability insurance

Tuition assistance

Job summary

Pilatus Aircraft USA Ltd. is seeking a Customer Relations Manager in Broomfield, CO to serve as the key liaison between internal teams, Authorized Service Centers, and customers. You will manage timelines, availability, and expectations while coordinating projects across the Pilatus service network.

The role requires deep aerospace knowledge, FAA regulatory understanding, and strong communication skills to drive execution and customer satisfaction across domestic and international centers.

Qualifications

• Bachelor's degree in Aviation, Business Administration, Engineering, or a related field preferred.
• 5+ years of experience in project management, aviation operations, customer service, or related field.
• Experience with project and program management in aviation or regulated environment(s).
• Experience managing or engaging with external partners.
• Excellent oral and written communication and interpersonal skills.

Responsibilities

• Serve as project manager for special programs across Authorized Service Centers.
• Coordinate with Service Centers to plan customer visits based on schedules and aircraft routing.
• Coordinate parts provisioning to ensure Service Centers have required material ahead of scheduled maintenance.
• Validate Service Center inventory and report KPI metrics.
• Track Service Bulletin compliance progress and resolve obstacles to timeliness.
• Collaborate with Tech Support, Warranty, and Procurement to drive execution.
• Develop and distribute scheduling and progress reports to stakeholders.
• Act as primary point of contact for Service Centers on project expectations, timelines, and scope.
• Maintain program documentation and provide status reports to leadership.
• Assist with continuous improvement initiatives related to Service Center readiness.
• Serve as primary customer contact, ensuring satisfaction and handling inquiries.
• Monitor service quality and implement improvements as needed.
• Develop and maintain project schedules, budgets, and resource plans.
• Solicit customer feedback on Service Center performance and provide improvement feedback.

Skills

Project management

Stakeholder management

Aviation industry knowledge

Regulatory compliance (FAA)

External partner management

Communication skills

Team & independent work

MS Windows proficiency

MS Office proficiency

Travel readiness

Education

Bachelor's degree in Aviation, Business Administration, Engineering, or related field

Tools

MS Office

MS Windows

Quantum

Job description

Description

Take-off with Pilatus! If you would like to join a strong and growing organization, we invite you to explore our job opportunity for Customer Relations Manager in Broomfield, CO. In this role you will serve as the key liaison between Pilatus internal teams, Authorized Service Centers, and customers to manage timelines, availability, and expectations. Lead the coordination and execution of projects and campaigns across the Pilatus Authorized Service Center network. Ensure Pilatus Class service delivery by orchestrating scheduling, resource planning, and program implementation for aircraft at Service Centers.

Essential Duties/Responsibilities

• Serve as project manager for special programs across Authorized Service Centers.
• Coordinate with Service Centers to plan customer visits based on customer schedules and aircraft routing.
• Coordinate parts provisioning to ensure Service Centers have required material ahead of scheduled maintenance.
• Validate Service Center inventory to ensure accurate reporting in KPI metrics
• Track Service Bulletin compliance progress and escape obstacles to ensure timely resolution.
• Collaborate cross-functionally with Tech Support, Warranty, and Procurement teams to drive execution.
• Develop and distribute scheduling and progress reports and updates to stakeholders.
• Act as primary point of contact for Service Centers regarding project expectations, timelines, and scope.
• Maintain accurate program documentation and provide status reports to leadership.
• Assist with continuous improvement initiatives related to Service Center readiness.
• Serve as the primary point of contact for customers, ensuring satisfaction and addressing inquiries throughout the service process.
• Monitor service quality and implement improvements as necessary.
• Develop and maintain project schedules, budgets, and resource plans.
• Solicit customer feedback on Service Center performance and offer feedback to improve service offerings

Other Duties/Responsibilities

• Identify and communicate opportunities for process and policy improvements based on Service Center observations, customer feedback, and operational trends.
• Actively assist Customer Relations teammates as needed
• Carry out additional duties and projects as assigned by the Director Customer Relations

Requirements

Skills/Qualifications

• Bachelor's degree in Aviation, Business Administration, Engineering, or a related field preferred
• 5+ years of experience in project management, aviation operations, customer service, or related field
• Experience with project and program management in aviation or other complex and regulated environment
• Experience managing or engaging with external partners
• Excellent oral presentation and written communication and interpersonal skills.
• Broad aerospace background, preferably with experience in both technical and commercial areas
• Strong understanding of aircraft technical programs and regulatory compliance (FAA)
• Additional professional certifications preferred (PMP, Lean Six Sigma, etc)
• Excellent oral presentation and written communication skills required
• Ability to manage, assign, and track multiple tasks in a fast-paced demanding environment while maintaining a pleasant demeanor with the team and customers
• Ability to work effectively within a team as well as independently
• Advanced computer skills including MS Windows and MS Office Professional
• Knowledge of Quantum is preferred
• Ability to travel (less than 25%), both domestically and internationally
• This position involves access to technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.

What We Offer

• 11 paid holidays a year, plus 15 days of paid vacation time, and 6 days of paid sick/personal time to start with an increase to 20 days of paid vacation time after 5 years with Pilatus
• 90% of medical, dental, and vision premiums paid for single coverage and 80% for family coverage, averaging $9,600 annually
• Monthly health savings account contributions totaling $2,250 for single coverage and $3,000 for family coverage annually
• 401(k) retirement plan matching up to 6%
• Life and long-term disability insurance premiums paid in full
• Tuition assistance available annually after the first year

The hiring range is $88,000 - $116,000 per year. This range represents Pilatus Aircraft USA Ltd.’s estimate of the compensation reasonably expected for this position at the time of posting. Actual compensation will be determined based on factors including relevant skills and experience, education, job location, internal equity, market data, and business considerations. The hiring range may be modified in the future based on business or market conditions. Any bonus, incentive compensation, benefits, or other forms of compensation are subject to the terms and conditions of the applicable plans, programs, and policies and may be modified in accordance with applicable law.

With over 3,000 employees and about 200 apprentices at its headquarters in Stans, Switzerland, completion center in Broomfield, Colorado, and multiple service centers across Westminster, MD, Rock Hill, SC, Chamblee, GA and Sarasota, FL, the Pilatus family unites people from over 40 countries. We offer a secure, innovative, international, and sustainable work environment. Courage, vision, and outstanding performance have made us a strong company. Our culture is shaped by a high level of quality awareness, close customer relationships, and a high degree of employee commitment.

Pilatus Aircraft USA Ltd. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.