Customer Support Chief — Aftermarket & Escalations

Socket.dev; Aurora (OR); On-site; USD 150,000 - 210,000; Full time

Job summary

Columbia is seeking a Director of Customer Support to lead and optimize our customer-service organization from RFQ through delivery and in-service support. The role drives customer satisfaction, ensures commitments across commercial, military, technical, and operations teams, and serves as the primary escalation point for complex issues.

You will lead pricing governance, exchange policies, and service standards, while developing staffing plans and performance expectations for the team.

Qualifications

• 10+ years of progressive leadership experience in customer support, aftermarket services, or related fields.
• 10+ years of aviation, rotorcraft, defense, MRO, or technical services experience.

Responsibilities

• Lead the Customer Support organization and establish service standards, SLAs, and operating rhythms.
• Own customer satisfaction metrics, response times, and on-time delivery performance.
• Serve as primary escalation point for complex customer issues and coordinate action plans.
• Coordinate support activities across Commercial, Military, Technical Support, Operations, and Air Operations teams.
• Lead quote processes for aftermarket services, repairs, and parts sales.
• Develop and maintain pricing practices and service standards.
• Oversee exchange pool sizing, availability, and operational priorities.
• Review major projects and AOG events communication plans.
• Lead customer status reviews and recurring account reviews.

Skills

Leadership experience

Aviation/defense domain

Communication skills

Cross-functional coordination

Pricing governance

Contract commitments

Customer-service leadership

Job description

Columbia is seeking a Director of Customer Support to lead and optimize our customer-service organization from RFQ through delivery and in-service support. The role drives customer satisfaction, ensures commitments across commercial, military, technical, and operations teams, and serves as the primary escalation point for complex issues.

You will lead pricing governance, exchange policies, and service standards, while developing staffing plans and performance expectations for the team.