Customer Support Manager - Aerospace & Defense, MRO (6 month contract)

We are looking for a Customer Support Manager to join our EMX Support Team on a temporary basis to provide maternity leave coverage. This role leads EMX customer support operations through the IFS Service Centre process, ensuring customer cases are managed professionally, consistently and in line with global IFS support standards.

You will oversee the day-to-day activities of the EMX Support Team, including case management, prioritization, escalations, service-level expectations and customer communication. You will support and develop the team and work closely with internal teams such as R&D, QA, DB and Consulting to progress customer issues to resolution. The role also supports the continued alignment of EMX support operations with IFS standard processes, governance, customer communication, documentation and knowledge-sharing practices.

Knowledge of EMX/Empower MX, aviation maintenance software, enterprise application support or customer support operations would be beneficial.

Knowledge of aviation operations, including airline, MRO, business aviation or defense aviation environments, and awareness of maintenance planning, engineering, technical records or support processes in an aviation environment or similar would be beneficial.

The core activities include:

• Leading the day-to-day activities of the EMX Support Team, including workload management, case ownership, prioritization, escalations and customer communication.
• Providing oversight of customer support cases, incidents and service requests to ensure they are appropriately prioritized, documented and progressed in line with applicable support processes, service-level expectations and quality standards.
• Managing customer escalations and complex support situations, coordinating with customers and internal teams to establish clear ownership, next steps and communication.
• Ensuring clear, timely and professional customer communication through designated support tools, email and phone, while maintaining a high standard of customer service.
• Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues, manage dependencies and remove blockers affecting case resolution.
• Supporting and developing Support Team members through coaching, knowledge sharing, workload planning and skills and capability development.
• Ensuring appropriate classification and routing of customer requests, including distinguishing standard support work from consulting, implementation, enhancement or product-development activities.
• Supporting alignment and consistency of EMX support operations with global IFS standards, including case handling, prioritization, escalation, documentation, knowledge sharing and processes.
• Driving continuous improvement by identifying process gaps, recurring issues and opportunities to improve support workflows, documentation, knowledge content and operational practices.

What We’re Offering

• Salary Range: $85,000 - $95,000 base annualized
• Flexible paid time off, including sick and holiday
• Medical, dental, & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

Experience & Qualifications:

• Experience in application support, technical support, service operations or a similar customer-facing support role.
• Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.
• Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.
• Ability to understand customer operational impacts and translate business issues into technical support activities.
• Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.
• Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.
• Experience with ServiceNow, Jira or similar work-tracking tools.
• A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.
• Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.
• Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.
• Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.
• Experience working in a regulated or compliance-driven operational environment.
• Experience working in an SLA / KPI-driven support environment.

Desirable:

• Knowledge of EMX / Empower MX or comparable aviation maintenance management systems.
• Knowledge of ITIL or similar practice.
• Experience contributing to knowledge management, process improvement or operational standardization.

This role involves shift, coverage or on-call participation depending on business and customer support requirements.

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer