Manager II, Customer Support

AAR Corp. is a global aerospace and defense aftermarket solutions company that employs more than 6,000 people across over 60 sites in over 20 countries. Headquartered in the Chicago, Illinois area, AAR supports commercial and government customers in more than 100 countries through four operating segments: Parts Supply, Integrated Solutions, Repair and Engineering and Expeditionary Services.

AAR’s purpose is to empower people to build innovative aerospace solutions today so you can safely reach your destination tomorrow. The company’s mission is to go above and beyond to provide value-driven aerospace aftermarket solutions to meet the evolving needs of our customers worldwide. AAR constantly searches for the right thing to do for its customers, employees, partners and for society.

Description:

Customer Support Manager II. The Customer Support Manager leads the Customer Service Organization in support of AAR’s aviation aftermarket business. This role is responsible for delivering a high level of customer satisfaction, managing a team of customer support professionals, driving process improvements, and ensuring service objectives are consistently achieved. The Customer Support Manager II serves as the key liaison between customers and internal departments including Sales, Operations, Supply Chain, Quality and Finance. The Customer Support Manager will report to the Director of Customer Service and will lead the Customer Service team.

What you will be responsible for:

● Lead and develop a team of Customer Service Representatives and customer support personnel.

● Establish customer service goals, KPI’s and performance metrics

● Manage escalated customer concerns and ensure timely resolution

● Partner with Sales, Operations, Supply Chain, Quality, and Finance to resolve customer issues and improve service delivery

● Drive continuous improvement initiatives focused on efficiency, quality, and customer experience.

● Ensure compliance with company policies, aviation industry requirements, and applicable regulations

● Prepare reports, presentations, and operational reviews for leadership

● Manage Staffing, training, coaching, performance management, and employee development activities