Manager, Aftermarket & Customer Engagement

About the Role

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

If you thrive in a fast-paced environment, excel at leading teams, and are passionate about enhancing customer experience, we want to meet you.

What You’ll Do

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

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

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

• Drive continuous improvement across Aftermarket KPIs and processes.

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

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

• Manage departmental expenditures and ensure adherence to budget requirements.

• Identify opportunities to improve or revise policies and procedures, especially as the business grows.

• Perform other duties as assigned.

Why MD Helicopters

Join a company with a long history of innovation and customer focus. At MD Helicopters, you’ll have the opportunity to lead a high-impact team, collaborate across departments, and directly influence customer experience and aftermarket success.

Benefits

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

• Three (3) weeks of accrued PTO annually

• One (1) week of company-provided PTO between Christmas and New Year’s for all employees

• Standard benefits, including medical, dental, vision, life insurance, and disability coverage

• 401(k) retirement plan with company participation

• Paid holidays and additional wellness resources

• Bachelor’s degree (B.S.) and 6–10 years of relevant experience, or an equivalent combination of education and experience.

• Experience within customer support, aftermarket, aviation logistics, or related fields preferred.

• Strong analytical skills with the ability to solve practical problems and create innovative solutions.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

• Experience with MRP/ERP systems (J.D. Edwards, SAP, or similar) preferred.

• Strong interpersonal skills and the ability to communicate effectively with internal and external stakeholders.

• Ability to work independently and collaboratively.

• Must have access to Export Control Information.

• Regular onsite attendance required; ability to lift up to 20 lbs and work in both office and shop environments.

Leadership Responsibilities

As a people leader, you will:

• Interview, hire, and onboard new team members

• Assign and direct daily work

• Evaluate performance and provide coaching

• Address employee relations matters and help resolve issues

• Focus on mentoring, employee development, and succession planning

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