PHI Air Medical · 6 days ago
Customer Support Manager
Lafayette, LA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expPHI Air Medical is seeking a Customer Support Manager to ensure exceptional service and delivery to clients at PHI MRO Helicopter Services. The role involves managing customer relationships, coordinating service requests, resolving issues, and ensuring customer satisfaction throughout the maintenance lifecycle.
Air TransportationHealth CareMedical
Responsibilities
Serve as the primary point of contact for MRO customers
Build and maintain strong relationships with operators, OEMs, and other stakeholders
Ensure timely and professional communication regarding service status, timelines, and expectations
Develop and implement customer feedback loops to enhance service quality
Collaborate with operations, engineering, and logistics teams to ensure customer requirements are met
Monitor work orders and service progress, providing updates and managing expectations
Coordinate aircraft induction and redelivery processes
Lead pre-arrival readiness reviews and after-action reviews for each of the customer helicopters
Address customer complaints and concerns promptly and effectively
Investigate service issues and implement corrective actions
Escalate complex problems to appropriate departments when necessary
Perform risk assessment and mitigation planning for each project
Work with customers to resolve any pricing discrepancies
Ensure adherence to FAA/EASA and other regulatory requirements during customer interactions and documentation
Maintain accurate records for audits and compliance purposes
Track customer satisfaction metrics and service KPIs
Prepare regular reports for senior management on customer service performance
Identify areas for improvement and lead initiatives to enhance service quality
Support contract negotiations and ensure compliance with agreed terms
Support internal change order process to ensure timely communication with customers
Monitoring billing accuracy and timely collection efforts
Supervise and mentor customer support staff
Conduct training sessions to ensure team members are knowledgeable about MRO processes and customer service standards
Foster a culture of accountability, responsiveness, and continuous improvement
Drive strategic initiatives related to infrastructure, workflows, efficiency tools, and customer support engineer development
Develop succession planning and scaling strategies for a growing customer support function
Qualification
Required
A&P Mechanic or rotorcraft maintenance and systems troubleshooting experience desired
Associate degree in business, preferred
At least 10+ years of experience on multiple rotorcraft models
Strong understanding of helicopter maintenance operations and regulatory requirements
Excellent interpersonal, communication, and conflict resolution skills
Exceptional organizational skills and ability to deliver against multiple priorities
Proficiency in Microsoft Office Suite
Ability to work in a fast-paced, high-pressure environment
Willingness to travel as required for customer visits
Preferred
Experience with ERP/MRO software, Ramco preferred
FAA regulatory knowledge
Data analytics and reporting experience for service performance improvement
Company
PHI Air Medical
PHI Air Medical is a healthcare company that offers air ambulance, air medical, and outreach education services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Paul Julander
Vice President Ambulance Operations
Recent News
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2025-10-31
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