Service Manager

Position Summary

The Service Manager is the senior commercial and customer-facing leader for the assigned Performance Center(s), responsible for driving revenue, managing customer relationships, controlling workflow through scheduling, and ensuring transparent communication throughout the maintenance lifecycle. This role owns the front-end of the Performance Center operation—sales execution, quoting, work scope management, scheduling, and customer satisfaction—and serves as the primary customer advocate within the organization.

The Service Manager works in close partnership with the Operations Manager to align demand with capacity, ensure on-time delivery, manage scope changes, and deliver exceptional customer experience from initial contact through redelivery.

Essential Functions

Business Development, Scheduling & Profitability Management

• Lead all service sales activities for the assigned Performance Center(s), including quoting, estimating, and closing maintenance and upgrade work.
• Drive revenue growth through repeat business, referrals, fleet relationships, and OEM programs.
• Identify new service opportunities, upgrades, and customer programs in partnership with Sales and Engineering.
• Own the master schedule for the facility, aligning incoming demand with operational capacity; managing scope changes, AOG priorities, and schedule adjustments in real time.
• Coordinate aircraft inductions, work sequencing, and redelivery commitments with the Operations Manager.
• Ensure accurate tracking of job status, milestones, and delivery dates.
• Maintain strong knowledge of labor rates, margin targets, and competitive positioning.
• Ensure accurate estimating, quoting, and billing practices.
• Monitor job profitability, change orders, labor recovery, and revenue forecasting.
• Support budget development, revenue planning, and performance reporting.

Customer Relationship Management

• Serve as the primary point of contact for customers throughout the maintenance and modification lifecycle.
• Set expectations, communicate progress, manage change orders, and resolve customer concerns.
• Ensure a high level of transparency, responsiveness, and professionalism in all customer interactions.
• Drive customer retention, satisfaction, and long-term account growth.
• Establish consistent service processes, customer communication standards, and performance expectations.
• Drive accountability for service KPIs including revenue, on-time delivery, customer satisfaction, and rework tied to scope control.

Cross-Functional Partnerships

• Partner closely with the Operations Manager to balance workload, labor availability, and execution risk.
• Coordinate with Parts & Logistics to ensure material availability aligns with scheduled work.
• Collaborate with Quality to support inspections, audit readiness, and return-to-service timing.
• Serve as the bridge between customers and operations or technical teams.

Qualifications

Education & Certifications

• Bachelor’s degree in Aviation, Engineering, Business, or related field required; equivalent operational experience acceptable in lieu of a degree.
• FAA Airframe & Powerplant (A&P) certificate preferred.
• Formal sales training strongly preferred.
• Advanced degree or executive education in business, quality, or compliance a plus.

Experience

• 8+ years of experience in MRO service management, aviation sales, or program management.
• Proven success managing customer relationships, schedules, and revenue in a regulated aviation environment.
• Strong understanding of aircraft maintenance, modifications, quoting, and work scope management.
• Demonstrated experience partnering with technical operations leadership.

Knowledge, Skills & Competencies

• Sales & Revenue Leadership: Drives service revenue through effective estimating, quoting, closing, and account growth.
• Customer Relationship Management: Builds trust-based, long-term customer relationships through proactive communication and follow-through.
• Scheduling & Program Control: Owns master scheduling, scope coordination, and on-time delivery commitments.
• Cross-Functional Collaboration: Partners closely with Operations, Quality, Parts, and Admin to align demand with execution.
• Financial & Commercial Acumen: Manages margins, change orders, labor recovery, and revenue forecasting.
• Executive Communication & Influence: Communicates priorities, performance, and risks clearly across leadership and customers.
• Customer Advocacy: Represents the customer internally while balancing operational and financial realities.
• Problem Solving & Decision-Making: Makes timely, data-driven decisions to resolve customer, schedule, and scope issues.

Travel Requirements

• Travel Required: Yes; intermittent
• % of Travel Time: 5-15%