Customer Support Representative
MHM Publishing Inc, Ozark, MO, United States
Ozark Aeroworks LLC (OZARK) is the OZARK Model T53 Engine Original Equipment Manufacturer (OEM) and provides full maintenance, repair, and overhaul (MRO) services, including fuel accessories, machining, and welding capabilities. The OEM and MRO businesses are collocated in our Springfield, MO facility. OZARK’s primary MRO product lines include the T53 Engine, T53 fuel controls and governors, and Rolls‑Royce M250 Engine (C47, C30, and C20 models). As the OEM, OZARK is a full‑service provider of new parts, MRO, and engineering services.
Job Function / Purpose The Customer Support Representative will serve as a primary point of contact for customers of OZARK’s MRO services. The role coordinates maintenance events, provides status updates, manages customer inquiries, and ensures a high level of service throughout the repair and overhaul process. The ideal candidate combines strong communication skills with an understanding of aviation maintenance operations and the ability to effectively coordinate across internal teams in a fast‑paced environment.
Primary Activities / Responsibilities
Act as a main liaison between customers, project managers, and other internal departments
Receive and process customer purchase orders, RFQs, and service requests
Provide accurate and timely updates on maintenance status, turnaround times (TAT), and delays
Coordinate scheduling of maintenance events, inspections, and repair activities with customers
Ensure documents received by customers are complete and accurate in coordination with the quality department
Track and manage customer assets, parts, and repair orders within the ERP system
Resolve customer issues, complaints, and discrepancies in a professional and timely manner
Support AOG (Aircraft on Ground) situations with urgent coordination and communication
Track sales opportunities and maintain detailed records of customer interactions and transactions in CRM/ERP systems
Assist the Director of Sales & Customer Support with customer‑related opportunities, contracts, and projects as needed
Key Objectives and Accountabilities
Serve as a reliable and responsive point of contact for customer communication
Ensure accuracy and timeliness in all customer updates and documentation
Effectively coordinate across internal teams to support maintenance and repair activities
Maintain accurate tracking of customer orders, assets, and repair status with ERP/CRM systems
Support on‑time delivery and turnaround performance goals
Develop a strong working knowledge of engine programs and MRO processes
Key Success Attributes
Strong communication and interpersonal skills
High attention to detail and organizational ability
Customer‑focused mindset with strong problem‑solving skills
Ability to manage multiple priorities
Self‑starter with the ability to work independently and as part of a team
Strong work ethic and accountability for results
Education
High school diploma or equivalent required
Associate’s or Bachelor’s degree preferred (Aviation, Business, or related field)
Experience
2+ years of experience in customer service, preferably in aviation, aerospace, or MRO environment
Basic understanding of aircraft maintenance processes, terminology, and regulatory environment (FAA/EASA)
Experience with ERP (e.g., Quantum, SAP, Corridor, or similar) and CRM (HubSpot, Salesforce, or similar)
Proficiency in Microsoft Office (Excel, Word, Outlook)
Preferred
Knowledge of technical records, logbooks, and airworthiness documentation
Exposure to Rolls‑Royce M250 or OZARK Model T53 turbine engine
Familiarity with pricing maintenance activities
Experience handling AOG or time‑critical service scenarios
Other
Must have valid authorization to work in the United States.
Pre‑Employment Verifications: Must be able to pass background check.
Position Type: Full‑time, exempt, onsite, Monday – Friday, 7:30 AM – 4:00 PM, (overtime may be required at times based on needs of the business).
Benefits: Medical, dental, vision, STD, LTD, life insurance, Paid Time Off (PTO), and 401(k) with company match.
Compensation Salary range is dependent on level of experience, level of competency, and/or past performance.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
OZARK is an Equal Opportunity Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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Job Function / Purpose The Customer Support Representative will serve as a primary point of contact for customers of OZARK’s MRO services. The role coordinates maintenance events, provides status updates, manages customer inquiries, and ensures a high level of service throughout the repair and overhaul process. The ideal candidate combines strong communication skills with an understanding of aviation maintenance operations and the ability to effectively coordinate across internal teams in a fast‑paced environment.
Primary Activities / Responsibilities
Act as a main liaison between customers, project managers, and other internal departments
Receive and process customer purchase orders, RFQs, and service requests
Provide accurate and timely updates on maintenance status, turnaround times (TAT), and delays
Coordinate scheduling of maintenance events, inspections, and repair activities with customers
Ensure documents received by customers are complete and accurate in coordination with the quality department
Track and manage customer assets, parts, and repair orders within the ERP system
Resolve customer issues, complaints, and discrepancies in a professional and timely manner
Support AOG (Aircraft on Ground) situations with urgent coordination and communication
Track sales opportunities and maintain detailed records of customer interactions and transactions in CRM/ERP systems
Assist the Director of Sales & Customer Support with customer‑related opportunities, contracts, and projects as needed
Key Objectives and Accountabilities
Serve as a reliable and responsive point of contact for customer communication
Ensure accuracy and timeliness in all customer updates and documentation
Effectively coordinate across internal teams to support maintenance and repair activities
Maintain accurate tracking of customer orders, assets, and repair status with ERP/CRM systems
Support on‑time delivery and turnaround performance goals
Develop a strong working knowledge of engine programs and MRO processes
Key Success Attributes
Strong communication and interpersonal skills
High attention to detail and organizational ability
Customer‑focused mindset with strong problem‑solving skills
Ability to manage multiple priorities
Self‑starter with the ability to work independently and as part of a team
Strong work ethic and accountability for results
Education
High school diploma or equivalent required
Associate’s or Bachelor’s degree preferred (Aviation, Business, or related field)
Experience
2+ years of experience in customer service, preferably in aviation, aerospace, or MRO environment
Basic understanding of aircraft maintenance processes, terminology, and regulatory environment (FAA/EASA)
Experience with ERP (e.g., Quantum, SAP, Corridor, or similar) and CRM (HubSpot, Salesforce, or similar)
Proficiency in Microsoft Office (Excel, Word, Outlook)
Preferred
Knowledge of technical records, logbooks, and airworthiness documentation
Exposure to Rolls‑Royce M250 or OZARK Model T53 turbine engine
Familiarity with pricing maintenance activities
Experience handling AOG or time‑critical service scenarios
Other
Must have valid authorization to work in the United States.
Pre‑Employment Verifications: Must be able to pass background check.
Position Type: Full‑time, exempt, onsite, Monday – Friday, 7:30 AM – 4:00 PM, (overtime may be required at times based on needs of the business).
Benefits: Medical, dental, vision, STD, LTD, life insurance, Paid Time Off (PTO), and 401(k) with company match.
Compensation Salary range is dependent on level of experience, level of competency, and/or past performance.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
OZARK is an Equal Opportunity Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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