Senior Aviation Customer Support Lead

Columbia Helicopters, Inc.; Aurora (OR); On-site; USD 70,000 - 100,000; Full time

Job summary

Columbia Helicopters in Oregon seeks a Senior Customer Support Representative to manage complex programs and strategic accounts from inquiry through delivery and invoicing. You will mentor others, coordinate with Planning, Production, and Finance, and drive process improvements to enhance the customer experience.

The role requires strong organization, judgment, and communication skills, with 5+ years in related roles and a high school diploma; associate degree or aviation training preferred.

Qualifications

• High school diploma or equivalent required; associate degree or related training preferred.
• 5+ years of customer support, account management, program coordination, aviation, MRO, or related experience.
• Experience managing strategic accounts and complex customer requests preferred.
• Ability to communicate professionally via phone, email, and meetings.

Responsibilities

• Serve as the senior customer interface for assigned strategic accounts and maintain professional, timely communication with customers.
• Manage strategic customer accounts, complex programs, and high-priority customer support activities from inquiry through completion.
• Coordinate repair, overhaul, and modification requests with Planning, Production, Technical Support, Quality, Finance, Contracts, and other functions.
• Lead customer review meetings, status reviews, and follow-up actions for assigned accounts or programs.
• Support contract negotiations, contract administration, change management, and reference requirements as assigned.
• Mentor, train, and support Customer Support Representatives to promote process consistency and customer service standards.
• Coordinate AOG and urgent operational support activities with timely communication and escalation.
• Review quotations and project status reports for accuracy and alignment with requirements.

Skills

Customer support

Account management

Program coordination

Aviation

MRO

Contract administration

Cross-functional coordination

Education

High School Diploma

Associate degree

Aviation training

Customer support training

Tools

Microsoft Office

Outlook

Excel

Word

Job description

Columbia Helicopters in Oregon seeks a Senior Customer Support Representative to manage complex programs and strategic accounts from inquiry through delivery and invoicing. You will mentor others, coordinate with Planning, Production, and Finance, and drive process improvements to enhance the customer experience.

The role requires strong organization, judgment, and communication skills, with 5+ years in related roles and a high school diploma; associate degree or aviation training preferred.