Manager II, Customer Support

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. 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.

Title: Manager II, Customer Support

Location: United States-Texas-Grand Prairie-Triumph Accessory Services

Job Number: 18846


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


Qualifications:


What you will need to be successful in this role:


· Bachelor’s degree in Business, Supply Chain, Aviation Management, or a related field preferred


· Minimum of 5 years of customer service or customer support experience.


· Minimum of 5 years of proven leadership or management experience


· Strong analytical, problem-solving, and decision-making skills.


· Excellent written and verbal communication skills. Proficiency in reading and writing in English


· Aviation, aerospace, distribution, or aftermarket service experience mandatory


Year One Critical Success Factors:


· Implement at least one significant process improvement initiative


· Improve customer satisfaction and service-level performance


· Increase team productivity and engagement


The rewards of your career at AAR go far beyond just your salary:


· Competitive salary and annual bonus package


· Comprehensive benefits package including medical, dental, and vision coverage.


· 401(k) retirement plan with company match


· Generous paid time off program


· Professional development and career advancement opportunities


Physical Demands/Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility.

+ The environmental characteristic for this position is an office setting. However, may be required to move around the warehouse.

+ Candidates should be able to adapt to a traditional business environment.


AAR provides accommodation in accordance with applicable laws through all stages of the hiring process. If you require accommodation for any part of the application and/or hiring process, please advise Human Resources.


We are 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.