Customer Relations Manager

Pilatus is hiring a Customer Relations Manager to join our team in Broomfield, CO. In this role, you will serve as the key liaison between Pilatus internal teams, Authorized Service Centers, and customers to manage timelines, availability, and expectations. In addition, you will lead the coordination and execution of projects and campaigns across the Pilatus Authorized Service Center network. A successful person in this role will ensure Pilatus Class service delivery by orchestrating scheduling, resource planning, and program implementation for aircraft at Service Centers. Take your career to the next level with Pilatus Business Aircraft Ltd! What you do Serves as project manager for special programs across Authorized Service CentersCoordinates with Service Centers to plan customer visits based on customer schedules and aircraft routingCoordinates parts provisioning to ensure Service Centers have required material ahead of scheduled maintenanceValidates Service Center inventory to ensure accurate reporting in KPI metricsTracks Service Bulletin compliance progress and escalates obstacles to ensure timely resolutionCollaborates cross-functionally with Tech Support, Warranty, and Procurement teams to drive executionDevelops and distributes scheduling and progress reports and updates to stakeholdersActs as primary point of contact for Service Centers regarding project expectations, timelines, and scopeMaintains accurate program documentation and provides status reports to leadershipAssists with continuous improvement initiatives related to Service Center readinessServes as the primary point of contact for customers, ensuring satisfaction and addressing inquiries throughout the service processBuilds and maintains strong relationships with customers, fostering trust and long-term engagementMonitors service quality and implements improvements as necessaryDevelops and maintains project schedules, budgets, and resource plansSolicits customer feedback on Service Center performance and offers feedback to improve service offeringsOther Duties/ResponsibilitiesIdentifies and communicates opportunities for process and policy improvements based on Service Center observations, customer feedback, and operational trendsActively assists Customer Relations teammates as neededCarries out additional duties and projects as assigned by the Director Customer Relations What you bring Bachelor's degree in Aviation, Business Administration, Engineering, or a related field preferredExperience with project and program management in aviation or other complex and regulated environmentExperience managing or engaging with external partnersExcellent oral presentation and written communication and interpersonal skillsBroad aerospace background, preferably with experience in both technical and commercial areasStrong understanding of aircraft technical programs and regulatory compliance (FAA)Additional professional certifications preferred (PMP, Lean Six Sigma, Ability to manage, assign, and track multiple tasks in a fast paced demanding environment while maintaining a pleasant demeanor with teammates and customersAbility to work effectively within a team as well as independentlyAdvanced computer skills including MS Windows and MS Office ProfessionalKnowledge of Quantum is preferredAbility to travel (less than 25%), both domestically and internationally What we offer 11 paid holidays a year, plus 15 days of paid vacation time, and 6 days of paid sick/personal time to start with an increase to 20 days of paid vacation time after 5 years with Pilatus90% of medical, dental, and vision premiums paid for single coverage and 80% for family coverage, averaging $9, 600 annuallyMonthly health savings account (HSA) contributions totaling $2, 250 for single coverage and $3, 000 for family coverage annually401(k) retirement plan matching up to 6%Life and long-term disability insurance premiums paid in fullTuition assistance available annually after the first year

Location: Mount Rainier, MD, US

Posted Date: 6/28/2025