Customer Support Manager

Pay: CA$80,000.00-CA$100,000.00 per year Job Summary Our client is a global leader in commercial aircraft engine maintenance, repair, and overhaul. They support airline customers worldwide through high-quality engine services, strong engineering expertise, and a customer-focused culture. The organization is stable, growing, and committed to developing its people through training, structured career paths, and international exposure. Jama HR Express is proud to support this client in hiring a Customer Support Manager. The Customer Support Manager ensures that customer requirements, contractual obligations, and company interests are met throughout the maintenance and repair cycle. The role includes customer communication, cost monitoring, work order oversight, warranty coordination, and collaboration with internal technical teams. Responsibilities • Ensure that invoices reflect customer and company expectations. • Obtain and communicate customer removal forecasts; update eight-week forecast. • Provide input for management reporting on shop visit status. • Ensure effective customer set-up and proper communication to Operations. • Organize customer on-site maintenance and field service. • Transfer engine-specific data through system transactions and meetings. • Obtain shop visit data and coordinate the Workscope Review Board. • Ensure customer requirements are reflected in engine workscoping. • Perform cost monitoring and communicate pricing impacts. • Oversee invoicing, cost estimations, and work request management. • Maintain overview of work orders and shop visit processes. • Interface with logistics and production control for planning and scheduling. • Administer warranty claims with OEMs and customers. • Coordinate engine transportation. • Provide weekly written updates on engine progress and cost. • Coordinate Master Parts List, customer-supplied materials, and AOG support. • Resolve customer inquiries and manage complaint handling. • Represent the customer internally and ensure smooth communication. • Handle invoice disputes. Qualifications • Business degree with 1–2 years aviation customer support experience OR • Technical background with 3–4 years aviation customer support experience • Education in aviation engineering/mechanics is an asset • Intermediate MS Office proficiency • Advanced Excel (Pivot Tables, VLOOKUP, Macros) • Intermediate SAP experience • Second language preferred • Strong analytical, communication, and negotiation skills • Ability to work under pressure and independently • Excellent customer service orientation • Willingness to travel Compensation & Benefits • Salary: $80,000 – $100,000 • Relocation support • Day-one benefits • 100% pension match • Extended health & dental • Disability insurance • Life insurance • EFAP • Vision & RX safety program • Free parking