Senior Aviation MRO Customer Service Manager (Remote)

GESUSA; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

HAECO Global Engine Support, LLC seeks a Senior Customer Service Manager to lead customer relationships across the GES network, coordinating with production, quality, engineering, planning, and sales worldwide.

The role involves managing work scopes, creating maintenance proposals, and overseeing invoicing and KPI reporting while ensuring compliance with technical and financial terms. Deep MRO knowledge and strong communication are essential.

Qualifications

• 5–7 years aviation experience directly related to MRO
• Thorough comprehension of MRO technical data and OEM knowledge
• Ability to learn new concepts and solve problems
• Business acumen and customer support skills
• Interact effectively with customers and shop floor
• Willingness to work nights/weekends when needed
• Proficient in MRO software (Quantum Control, SAP, AMOS)
• FAA A&P certificate and/or a 4-year degree desired
• Proficient in Adobe DC & Microsoft Office
• Read, write, and understand English fluently

Responsibilities

• Lead customer interactions to secure PO, work scope, and schedule
• Create WO in ERP and initiate work scope review
• Generate and send quotes; ensure timely follow-up
• Coordinate with MX Supervisor for engine induction and DVI timelines
• Schedule BSI and vendor items; manage PO creation
• Gather customer data during maintenance visits and coordinate scope changes
• Maintain daily customer communications and reports
• Provide reliable data and manage customer expectations
• Approve engine movement from Gate 1 to Gate 2
• Notify Purchasing of missed part due dates
• Prepare daily parts and materials reports
• Review hours vs. standard; address profitability with production
• Perform technical reviews with customers and monitor KPIs
• Ensure adherence to TAT and parts dates
• Act as liaison when Director of Account Management is unavailable
• Contribute to special projects as needed
• Promote the company professionally
• Maintain respectful, productive teamwork
• Be in the office by 8:30 AM; 8-hour workday with flexible scheduling as needed

Skills

Aviation experience

MRO data knowledge

Problem solving

Customer support

Cross-functional communication

Flexible scheduling

MRO software proficiency

FAA A&P certificate

Adobe DC & MS Office

English language

Education

A&P certificate

Bachelor's degree

Tools

Quantum Control

SAP

AMOS

Job description

HAECO Global Engine Support, LLC seeks a Senior Customer Service Manager to lead customer relationships across the GES network, coordinating with production, quality, engineering, planning, and sales worldwide.

The role involves managing work scopes, creating maintenance proposals, and overseeing invoicing and KPI reporting while ensuring compliance with technical and financial terms. Deep MRO knowledge and strong communication are essential.