Manager, Aftermarket & Customer Engagement - Mesa, Arizona

Company/Organization: MD Helicopters, Inc.

Position: Management

Job Type: Permanent

Posted: 12/18/2025 4:48:20 PM

Description:

MD Helicopters is seeking an experienced, forward-thinking Manager, Afterspanet & Customer Engagement to lead our Afterspanet & Customer Support organization. In this role, you will oversee spare parts operations, forecasting, sales activities, warranty and repair administration, AOG (Aircraft on Ground) support, and customer issue resolution. You will also champion business analytics for the Afterspanet function—bringing creative, data-driven insights to complex challenges and identifying opportunities for continuous improvement and growth.

If you thrive in a fast-paced environment, excel at developing teams, and are passionate about elevating the customer experience, we want to connect with you.

• Lead and develop Customer Support team members while ensuring timely, accurate processing of spare parts sales and MRO (maintenance, repair & overhaul) orders.

• Manage team performance against key KPIs including customer satisfaction, efficiency, staffing utilization, turnover, and financial results.

• Track, analyze, and report weekly and monthly spare parts fill rates and backorder metrics.

• Drive continuous improvement initiatives across Afterspanet KPIs, processes, and customer touchpoints.

• Lead monthly cross-functional demand review meetings with Sales, Marketing, and Finance.

• Oversee staffing, training, coaching, and performance evaluations to support ongoing team development and succession planning.

• Manage departmental expenditures and ensure adherence to budget requirements.

• Identify opportunities to enhance or revise policies and procedures, particularly as the business scales.

• Perform other duties as assigned.

Join a company with a long history of innovation, customer focus, and mission-driven aviation. At MD Helicopters, you’ll lead a high-impact team, collaborate across the organization, and directly influence customer experience and afterspanet success.

MD Helicopters offers a comprehensive and competitive benefits package, including:

• Three (3) weeks of accrued PTO annually

• One (1) week of company-paid PTO between Christmas and New Year’s

• Medical, dental, vision, life insurance, and disability coverage

• 401(k) retirement plan with company participation

• Paid holidays and additional wellness resources

SKILLS AND ABILITIES

• Ability to multi task and prioritize workload within department
• Ability to coordinate efforts of staff outside of individual’s span of authority.
• Microsoft Suite experience required, including Excel, Word, PowerPoint, etc.
• Up to twenty-five (25) travel required with significant customer interface
• Previous experience managing or working within a customer support department preferred
• Aviation logistics experience preferred
• Working knowledge of MD’s product line preferred
• Strong interpersonal skills - creative thinker with exemplary written and verbal communication skills and the ability to communicate effectively orally or in written form with both co-management and internal/external customers and regulatory representatives is required.
• Demonstrated ability to anticipate and solve practical problems or resolve issues is required
• Ability to work both autonomously and within a team environment.
• The ability to understand and follow instructions and the ability to concentrate.

• Excellent written, verbal, communication and interpersonal skills.
• The ability to get along with others or to be part of a team.
• Access to Export Control Information required.
• Regular attendance at the job site required.

EDUCATION and/or EXPERIENCE

• Bachelors degree (B. S.) from four-year college or university; and a minimum of 6-10 years work-related experience and/or training; or equivalent combination of education and experience
• J.D. Edwards MRP System knowledge (e.g. SAP) - Minimum of 2 years of experience preferred

This job description in no way states or implies that these are the only duties performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contracts, implied or otherwise, other than an “at will” relationship.

CERTIFICATES, LICENSES, REGISTRATIONS

None

WORK ENVIRONMENT/PHYSICAL DEMANDS

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work performed in an office and factory settings.
• Exposure to shop environment such as noise, dust, odors and fumes.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

MD Helicopters, LLC. provides equal employment opportunities to minorities, females, veterans, individuals with disabilities, sexual orientation, and gender identity.

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