[ INTERNAL APPLICANTS ONLY]
Position SummaryThe Manager of Program Billing and Customer Support is responsible for overseeing all aspects of billing and warranty claims related to OEM maintenance programs and external parts sales. This individual will serve as the central hub for customer interactions and claims coordination, while also managing credit risk, parts warranties, and staff development. The ideal candidate will exhibit strong leadership, financial oversight, and customer service acumen with a focus on continuous improvement and team empowerment.
Key ResponsibilitiesCustomer and Program Relationship Management- Develop and maintain strong, transparent relationships with both internal and external customers.
- Serve as the primary point of contact and central communication hub for OEM programs (e.g., ProParts, SmartParts, MSP, and engine programs).
- Ensure an elite level of service and confidence during all maintenance events covered under program support.
Billing and Financial Oversight- Monitor and manage all billing activities related to OEM and service programs to ensure accurate and timely invoicing.
- Design, implement, and operate billing strategies from invoice creation through issuance.
- Conduct regular audits to ensure billing accuracy and address discrepancies or charge adjustments.
- Prepare and deliver monthly processing statistics, aging reports, and financial trend analysis to management.
- Lead the month-end close process and reporting requirements.
Credit and Risk Management- Issue and monitor lines of credit to customers, ensuring company assets are protected through rigorous credit assessments.
- Establish, maintain, and communicate credit policies, repayment schedules, and guidelines.
- Stay current with existing and upcoming credit laws, ensuring compliance and confidentiality across the team.
- Analyze debt, manage collection efforts, and report cash flow figures to the Finance department.
Parts Warranty and Claims Management- Manage warranty claims for external parts sales in coordination with OEMs and suppliers.
- Ensure timely communication and follow-up on warranty submissions and resolutions.
Team Leadership and Development- Provide direct leadership and supervision to staff members within the billing and program support team.
- Foster a culture of excellence, collaboration, and continuous learning.
- Coach team members to grow their contributions to business profitability.
- Promote analytical thinking and customer service throughout the team.
- Identify and remove obstacles that hinder team performance.
Supervisory Responsibilities- Hire, train, and evaluate billing and support staff.
- Set performance expectations, conduct regular reviews, and manage scheduling to support departmental goals.
- Foster a high-performance team environment centered on accountability and customer satisfaction.
Qualifications- Bachelor’s degree in Finance, Business Administration, Aviation Management, or related field preferred.
- 5+ years of experience in billing, credit management, or program coordination, preferably within an aviation or MRO environment.
- 3+ years in a supervisory or management role.
- Strong working knowledge of OEM maintenance programs and customer service protocols.
- Proficiency in ERP systems and Microsoft Office Suite (Excel, Word, Outlook).
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- High level of integrity and commitment to confidentiality.
Work Environment- Office-based with occasional interaction on the shop floor.
- Must be able to sit and use a computer for extended periods.
- Occasional travel may be required to support customer or OEM relationships.
Equal Opportunities:
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.
This employer uses E-Verify.
FLSA Status: ExemptSupervisory Responsibilities: Yes
