Role Summary

The position reports directly to the Manager of Customer Support.   The successful candidate will connect and support De Havilland operators and manage customer requirements.  This includes collaborating with the DHC aftermarket team, including other internal stakeholders to ensure customer concerns / issues are resolved to expectations.   Together you’re your manager, you will co-develop / execute on yearly goals & objectives and determine how best to utilize all available tools and resources to achieve expected results. 

Key Responsibilities 

• Act as the single point of accountability for assigned customer accounts, ensuring end-to-end ownership of all customer support activities.
• Establish and understand the needs and priorities of the customer/operator. 
• Oversee customer support activities related to field service, technical inquiries, parts supply, warranty claims, and service disruptions.
• Coordinate with engineering, technical support, logistics, procurement, leadership, and key internal and external stakeholders across De Havilland, Customers, and Suppliers to build strong working partnerships and resolve customer issues quickly and effectively.
• Track, escalate, and follow up on technical issues, ensuring customers receive accurate information and timely resolutions.
• Prepare internal and external reports including performance summaries, visit reports, and risk assessments, while maintaining customer briefs and developing customer presentations to support leadership reviews
• Interface and maintain clear and effective communication at all levels of the organization
• Conduct regular check-ins, monthly touchpoints, and customer visits to strengthen relationships and stay closely aligned with evolving customer priorities
• Support other initiatives and projects as required 
• Administrative responsibilities, including weekly / monthly Governance 
• Required to travel worldwide and in certain cases on short notice 

Education, Skills, & Experience 

• Bachelor’s degree in Aerospace Engineering, Aviation Management, Business Administration, or a related discipline, or an equivalent combination of technical education and relevant aviation industry experience.
• Background in aviation, aerospace engineering, aircraft maintenance, or customer support (experience with aircraft OEMs, MROs, or airlines is a strong asset).
• You must have excellent interpersonal skills, both oral and written and be a confident speaker with strong presentation skills (both internally and with customers), and be comfortable with presenting to all levels of management  
• Strong organizational and time-management skills, with the capability to manage multiple accounts simultaneously.
• Self-motivated, able to work independently, prioritize tasks, manage multiple time sensitive initiatives simultaneously 
• You are a team player and are capable/comfortable working in a fast-paced 24-7 environment.
• Able to occasionally support critical customer needs during non-business hours. 
• Ability to interpret technical documents, maintenance manuals, and service bulletins (preferred).
• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and familiarity with CRM tools or enterprise systems.