Director of Customer Support

Pilatus Aircraft Australia is a subsidiary of the Swiss-based Pilatus Aircraft Ltd, renowned for its innovative aircraft design, manufacturing, and maintenance. With a commitment to excellence, safety, and reliability, we provide specialised aircraft solutions, maintenance and after sales support to our customers. As Director of Customer Support, you will have a key customer focussed role across a broad remit with Pilatus Aircraft Australia Pty Ltd. Position Overview The Director of Customer Support (DCS) is responsible for overseeing all Customer related post aircraft delivery services including but not limited to Aircraft Maintenance Services, Technical Engineering Support, Customer Support and relations including Warranty Management and Inventory control. The DCS will lead our aviation customer relations, aircraft maintenance services, technical engineering support, customer support, and inventory control departments. The DCS will act as the bridge between our clients and our technical operations post aircraft delivery, ensuring world‑class service delivery, establishing long‑term client relationships, and upholding the company’s reputation in the aviation sector. Responsibilities Strategic Leadership Develop and implement customer‑focused strategies that align with the company's goals and objectives. Collaborate with executive leadership to align business and customer service strategies. Aircraft Maintenance Services Oversee the maintenance service teams to ensure timely, efficient, and high‑quality aircraft maintenance. Ensure adherence to safety and compliance regulations and best practices. Responsible for management and co‑ordination of the Maintenance Engineer training and associated budget. Oversight of the Pilatus Service Centres in collaboration with the team in Switzerland. Technical Engineering Support Supervise the engineering teams to provide top‑tier technical support to clients which includes participation in a global 24/7 support function in close co‑operation with HQ in Switzerland and the subsidiary in the United States. Coordinate with R&D and external partners for continuous improvement of support services. Customer Support & Relations Lead the customer support team to ensure they deliver exceptional support and service to all clients. Monitor customer feedback, address concerns, and implement solutions promptly. Foster long‑term relationships with key clients and stakeholders. Warranty Management Warranty management with Pilatus's own CrystalCare program. Inventory Control Oversee inventory management to ensure efficient stock levels, timely restocking, and cost-effective operations. Implement and optimise inventory control systems and processes. Mentor, train, and develop teams across departments to achieve excellence. Ensure effective inter‑departmental communication and collaboration. Analytics & Reporting Mentor, train, and develop teams across departments to achieve excellence. Ensure effective inter‑departmental communication and collaboration. Experience Minimum of 10 years of experience in the aviation sector with at least 5 years in a senior leadership role. Comprehensive understanding of aircraft maintenance, engineering support and aviation regulations. Proven track record in leading customer service teams and operations. Attributes Strong analytical, organisational and strategic planning skills. Exceptional communication and interpersonal abilities. Effective verbal and listening communication skills. Attention to detail and high level of accuracy. Very effective organisational and time‑management skills. Ensure the strict confidentiality and privacy of information that relates to the organization and its customers. Why Choose Us Work with internationally recognised world‑class aircraft. State of the Art contemporary work environment. Competitive remuneration package based on experience and qualifications. Application Process Ready to join Pilatus Australia and become a vital part of a dynamic team dedicated to maintaining the highest standards of safety and excellence in the aviation industry? Apply through Seek and provide a brief introductory statement to seize this opportunity. Suitable candidates will progress to the next stage upon application. #J-18808-Ljbffr