Customer Support Manager – Aerospace & Defense, MRO

IFS

. Lead the day-to-day activities of the EMX Support Team, including workload management, case ownership, prioritization, escalations and customer communication .

Posted 11/11/2026full-timeRemote • Itasca • Illinois • United StatesMid-LevelSenior💰 $85,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support operations, including case ownership, incident handling, and effective communication. Proficient in driving continuous improvement and aligning support practices with industry standards.

Highest-signal resume keywords

Application Support ExperienceIncident HandlingServiceNowCustomer CommunicationKnowledge Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case OwnershipIncident HandlingApplication-Level TroubleshootingSLA / KPI-Driven Service DeliveryProcess ImprovementOperational StandardizationAircraft Maintenance PlanningITIL KnowledgeEMX / Empower MX KnowledgeRegulated Operational Environment Experience

Soft Skills

Customer-FocusedStructured ApproachQuality-OrientedStrong OwnershipContinuous Improvement Mindset

Tools & Technologies

ServiceNowJiraSupport Tools

Industry Keywords

Aviation Maintenance ManagementMRO ProvidersBusiness Aviation OperatorsDefense Aviation OrganizationsCompliance-Driven Environment

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead the day-to-day activities of the EMX Support Team, including workload management, case ownership, prioritization, escalations and customer communication
Oversee customer support cases, incidents and service requests to ensure appropriate prioritization, documentation and progression
Manage customer escalations and complex support situations, coordinating ownership, next steps and communication
Ensure clear, timely and professional customer communication through support tools, email and phone
Collaborate with R&D, QA, DB, Consulting and other internal teams to progress issues, manage dependencies and remove blockers
Support and develop Support Team members through coaching, knowledge sharing, workload planning and capability development
Ensure appropriate classification and routing of customer requests
Align EMX support operations with global IFS standards, governance, documentation and knowledge-sharing practices
Drive continuous improvement by identifying process gaps, recurring issues and workflow, documentation and knowledge-content improvements
Provide temporary maternity leave coverage for EMX customer support operations

Requirements

What you’ll need

Experience in application support, technical support, service operations or a similar customer-facing support role
Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery
Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering
Ability to understand customer operational impacts and translate business issues into technical support activities
Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation
Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups
Experience with ServiceNow, Jira or similar work-tracking tools
Customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and continuous-improvement mindset
Willingness to work within agreed support coverage, shift or on-call arrangements when required
Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations
Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes
Experience working in a regulated or compliance-driven operational environment
Experience working in an SLA / KPI-driven support environment
Knowledge of EMX / Empower MX or comparable aviation maintenance management systems
Knowledge of ITIL or similar practice
Experience contributing to knowledge management, process improvement or operational standardization

Benefits

Comp & perks

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
Remote and in-office working balance