SENIOR MANAGER, PRODUCT SUPPORT & REPAIR STATION The Senior Manager, Product Support & Repair Station provides strategic and operational leadership for Enstrom’s customer support, service, and FAA Repair Station operations. This role oversees technical support, customer service, maintenance training, authorized service center relationships, parts support, and FAA Part 145 Repair Station activities. This position ensures customers receive exceptional support throughout the ownership lifecycle while maintaining compliance with FAA regulations, company policies, and industry standards. The Senior Manager partners with Engineering, Manufacturing, Quality, Sales, Flight Operations, and Executive Leadership to improve service delivery, resolve customer concerns, strengthen operational performance, and support long-term business growth. The ideal candidate has strong leadership skills, aviation industry knowledge, technical team management experience, and the ability to balance customer expectations, regulatory requirements, operational priorities, and business objectives. Location: Menominee, Michigan
Reports To: Senior Vice President of Sales, Marketing & Customer Excellence
Classification: Exempt
Schedule: Monday–Friday, flexible hours between 6:00 AM and 5:00 PM
Compensation: $90,000–$120,000 annually, depending on qualifications and experience Key ResponsibilitiesLeadership & Operations- Lead daily operations for Enstrom’s Product Support and FAA Repair Station organizations.
- Establish operational priorities, staffing plans, and resource allocation strategies to meet business and customer needs.
- Develop, coach, and mentor team members while promoting accountability, safety, continuous improvement, and customer excellence.
- Support workforce planning, succession planning, employee development, and performance management.
- Monitor departmental performance and implement improvements to increase productivity, responsiveness, and efficiency.
Product Support & Customer Experience- Oversee technical support, maintenance training, parts support, and customer service operations.
- Strengthen relationships with authorized service centers, maintenance providers, customers, dealers, operators, suppliers, and business partners.
- Serve as the escalation point for complex customer concerns, technical issues, and service-related challenges.
- Partner with Sales and Marketing to improve customer satisfaction, retention, and aftermarket growth.
Repair Station Management & Regulatory Compliance- Provide leadership and oversight for FAA Part 145 Repair Station operations, including aircraft maintenance, component repair, and post-production completion work.
- Ensure compliance with FAA regulations, Repair Station Manual requirements, company procedures, and applicable industry standards.
- Partner with Quality Assurance and Regulatory Compliance to maintain audit readiness and ongoing compliance.
- Support corrective actions, process improvements, and operational controls.
Cross-Functional Collaboration- Work with Engineering, Manufacturing, Quality, Flight Operations, and Sales to resolve technical, operational, and customer-related issues.
- Improve communication and coordination across departments to support timely issue resolution and efficient service delivery.
- Support strategic initiatives related to product support, operational scalability, customer satisfaction, and business growth.
Business Planning & Performance Management- Develop and monitor operational metrics, departmental goals, and performance indicators.
- Prepare reports, staffing analyses, budget recommendations, and operational updates for executive leadership.
- Support annual budgeting, forecasting, workforce planning, and resource management.
- Identify opportunities to improve service delivery, operational performance, and customer experience.
Required Knowledge, Skills & Abilities- Leadership and team development experience in a technical or operational environment.
- Strong understanding of aviation maintenance operations, technical support, and customer service processes.
- Working knowledge of FAA regulations, FAA Part 145 Repair Station requirements, maintenance documentation, and aircraft support programs.
- Ability to communicate effectively with technicians, mechanics, engineers, customers, regulatory representatives, and executive leadership. Strong analytical, problem-solving, decision-making, organizational, project management, and communication skills.
- Ability to manage multiple priorities while balancing operational, regulatory, and customer requirements.
- Proven ability to build collaborative relationships across departments and organizational levels.
- Proficiency with Microsoft Office, including Outlook, Word, Excel, and PowerPoint. Ability to maintain confidentiality and handle sensitive business information appropriately.
- Knowledge of rotorcraft operations, aerospace manufacturing, and aftermarket support programs preferred.
Qualifications- Bachelor’s degree in Aviation Management, Aviation Maintenance Management, Engineering, Operations Management, Business Administration, or related field preferred.
- Minimum of five years of leadership experience in aviation, aerospace, technical support, repair station operations, manufacturing, maintenance, or a related technical environment.
- Experience leading customer support, product support, maintenance, service center, repair station, or operational teams. Demonstrated success leading cross-functional teams and implementing process improvements.
- Working knowledge of FAA regulations and aviation maintenance or technical support operations.
- FAA Part 145 Repair Station experience, rotorcraft experience, A&P certification, or equivalent aviation technical leadership experience strongly preferred.
- Proven ability to improve operational performance, develop teams, and enhance customer satisfaction.
Physical Requirements- Frequent use of computers and standard office equipment.
- Ability to sit, stand, walk, and communicate effectively throughout the workday.
- Ability to walk through manufacturing, maintenance, hangar, and repair station environments.
- Occasional lifting of materials, tools, equipment, or training supplies. Occasional travel for customer visits, dealer support, training events, industry conferences, and other business needs.
This is an on-site leadership position based in Menominee, Michigan. Travel may be required based on customer, operational, and business needs.
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