Job Description

Manager, Global Customer Support (Full Time)
Department: All Openings, Warranty

Position Summary:

The Manager, Global Customer Support is responsible for the effective leadership, administration, and overall performance of the Warranty, Customer Support and Technical Support functions. This role ensures responsive, high-quality support to customers, dealers, authorized service centers, and fleet operators by facilitating the timely resolution of technical concerns, warranty matters, and service-related requests. The Manager oversees the documentation, tracking, and escalation of customer and product issues, identifies trends and recurring concerns, and communicates significant findings to the Director and appropriate cross-functional departments to support continuous improvement, customer satisfaction, and overall product support effectiveness.

Essential Job Functions

Manage and organize the daily operations and business activities of the Warranty/Technical Support departments by developing departmental plans, setting goals and deadlines and implementing procedures to improve departmental productivity.

Establish and maintain a tangible departmental culture, which focuses on fostering positive relationships with customers without exception.

Develop and administer warranty policies and procedures including but not limited to warranty claims, disposition for aircraft, parts and services.

Communicate with external contacts including but not limited to FAA representatives, Dealers, Service Centers, Fleet Operators, Customers and Vendors.

Oversee the coordination of technical support efforts, both in-house and in the field.

Advise on the development and review of Service Releases (Service Bulletins/Letters, etc.).

Manage field service data input, research and analysis, project initiation, tracking and completion, providing timely and accurate responses to field service difficulties as well as preemptive information that enhances flight safety.

Oversee the MRO Overhaul/Repair process. Material returns, core dispositions, and vendor warranty negotiation/administration to provide effective responses to financial loss incurred through vendor warranties.

Review and analyze the total expenditures for warranty claims to ensure validity and determine ways to reduce the financial liability to the company.

Manage the Warranty CRM system.

Review and analyze all warranty reports to aid in problem resolution for root cause analysis and reduced warranty costs.

Serve as liaison with Legal Administration, Engineering, Manufacturing, Procurement, Quality, Part Sales, Sales and Marketing Departments on field service problems.

Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

Bachelors degree in Aviation Management, Business Administration, Engineering or a related field required or equivalent combination of education and experience.

3- 5 years Aviation Management or Service-related experience required.

Airframe & Powerplant License (A&P) preferred.

Demonstrates physical and functional ability to perform and accomplish tasks. Ability to lift and carry up to 35 lbs.

Extensive knowledge of specialized computerized program management tools including but not limited to; Microsoft Project, Excel, Word, PowerPoint, Outlook, CRM and ERP.

The work environment characteristics described here are representative of those the employee encounters while performing the functions of this job .

While performing the duties of this job, the employee is frequently exposed to both office and plant environments. May be exposed to odors, chemical agents, dust, fumes, gases, sharp objects, hazardous or moving equipment, wet slippery floors, and extremes in temperature and humidity.

Interacts regularly with various staff and employees, and occasionally with vendors, suppliers, community members and regulatory agency representatives.

Travel and overtime are required when necessary.

Supports all operational excellence initiatives ensuring full participation in all department services, continuous improvement efforts, and training programs.

Maintains a safe, orderly working environment including FOD compliance.

Ensures adherence to Piper Aircraft, Inc. corporate compliance policies.

Adheres to organization and department policies and procedures.

Responsible for ensuring compliance with laws, rules and regulations appropriate to job function.

Comply with all organizational policies and standards regarding ethical business practices.

Work ethically and with integrity; upholds organizational values.

Maintains compliance with company safety policies and procedures, OSHA, and EPA regulations including Personal Protective Equipment (PPE), behaviors, physical space and hazardous waste disposal procedures.

Effective communicator with strong interpersonal skills who understands how to develop and maintain external supplier and internal customer relations in both written and oral form.

Maintain a high level of professionalism at all times during direct contact with employees, suppliers, and customers.

Makes good and timely decisions that keep the organization moving on-time with deliverables.

Knows and contributes the most effective and efficient processes to get things done, with a focus on continuous improvement.

Takes responsibility for a thorough, accurate, and detailed method of completing work tasks.

Overcomes adversity, consistently achieving quality results - even under demanding deadlines and unexpected operating circumstances.

Interacts, partners, and collaborates effectively with others, positively contributing to overall department and organizational deliverables and results.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week including mandatory overtime may be required.