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

Department: Support
Function: Information Technology
Experience Level: Mid-Senior Level