Customer Support & Services Manager

Job Summary
The Customer Support and Services Manager is the primary customer liaison for a portfolio of Aircraft (A/C) and Helicopter (H/C) customers within the aerospace aftermarket segment. This role drives customer-focused sales initiatives related to Aftermarket and Maintenance, Repair, and Overhaul (MRO) services across the assigned territory, leads commercial interactions and negotiations on behalf of SEDA, and ensures high levels of customer satisfaction and long-term business growth.

Essential Job Functions

Act as the main point of contact and trusted advisor for assigned customers, providing a single interface to maintain and deepen relationships.

Serve as the escalation point for customer support issues, ensuring timely resolution and sustained satisfaction.

Develop, implement, and manage comprehensive sales plans targeting aftermarket parts and MRO services aligned with company growth and profitability objectives.

Conduct detailed market research and competitive analysis to identify new business opportunities and expand the customer base within the aerospace aftermarket.

Develop and execute pricing strategies that balance market competitiveness with achieving maximum margin, growth, and financial targets.

Lead contract negotiations to ensure alignment with corporate policies and profitability goals.

Collaborate closely with OEM sales teams, program support management, and customer support functions to meet customer demands and sales objectives.

Facilitate effective internal communication and cooperation across departments to respond swiftly to customer needs and resolve issues.

Travel frequently throughout the Americas to engage with customers, with potential international travel to support global accounts and strategic initiatives.

Travel Specificity
Potential travel between Irvine, California and other locations up to 75%.

Physical Demands
Work is predominantly stationary in an office setting, with occasional movement within the office and facility. The role requires constant computer use and may involve lifting or moving up to 10 pounds. Communication and detail observation are essential.

Work Environment
The primary work environment is an office, with occasional remote office or customer site visits. Noise levels are typically quiet.

Experience in Relevant Business Sector
Proven experience in sales and customer support or account management within a technical or industrial business sector is required. Direct experience in the aerospace industry is preferred but not mandatory.

Candidate Skills & Requirements
Education & Experience
Bachelor's or Master's degree in a relevant field with 8+ years of experience in aerospace aftermarket sales or customer support management. Strong background in contract negotiation, pricing strategy, and long-term account development. Experience working with or within foreign-held companies is advantageous.

Knowledge, Skills, and Abilities

Strong commercial acumen, including proficiency in sales processes, pricing strategy, business planning, negotiation, and proposal development.

Excellent interpersonal, presentation, and relationship management skills.

Strong oral and written communication abilities tailored for diverse customer interactions.

Effective problem-solving skills and ability to resolve customer issues promptly.

Self-motivated entrepreneurial mindset with the ability to work independently and proactively.

Leadership & Management Skills

Excellent planning, organization, and prioritization skills to manage multiple accounts and customer issues concurrently.

Ability to manage escalations, resolve conflicts, and provide structured problem-solving to maintain business continuity.

Experience managing customer performance metrics (KPIs, SLAs, etc.) and reporting performance internally and externally.

Strong understanding of commercial processes including pricing, contract terms, and P&L impact.

Location
North America, United States, Texas, Grand Prairie, TX 75052

Salary
Based on Market Rate

ITAR Controlled Position
Yes

#J-18808-Ljbffr