Customer Service Manager, Services

Job Details: Job Location: USA - Mason East - Mason, OH, Salary Range: Undisclosed, Customer Service Manager, Services
Mason, Ohio
Reports to: Service Station Manager

🔐 U.S. Citizen, U.S. Person, Or Immigration Status Requirements

RH Aero Systems is setting the standard for aviation support equipment and services. Through our

Candidate must be a US citizen to meet the eligibility criteria for this position.

🌐 Who We Are?

RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, and Biberach, Germany. For further details visit RHAero.com.

🚀 Why Join Us?

Join a customer-focused aviation services team where your work directly shapes the customer experience across assigned products, customers, and regions. In this role, you will serve as a primary point of contact, partner closely with the Regional Customer Manager, and help ensure customer needs are understood, communicated, and supported from inquiry through resolution. This is a great opportunity for someone who enjoys building strong customer relationships, coordinating across teams, and acting as the voice of the customer to drive responsive, high-quality service.

⚙️ What You Will Do?

Develop and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and driving performance (quoting, quality and delivery) to provide long-term partnership value and mutual success.
Act as the OEM customer’s voice within RH Aero, leading cross-functional collaboration to proactively identify and resolve issues affecting license performance, order fulfillment, and customer satisfaction.
Ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering , Technicians and Program Management to support timely resolution of problems/ issues relater to product design and /or manufacturing.
Leverage customer feedback, performance data, and internal metrics to identify trends, propose improvements, and capitalize on operational and service opportunities that drive customer value.
Perform as primary point of contact (POC) to the OEM customer from initial quote request to product shipment for new and service activities
Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions
Provide order status updates to customers as required
Research and correct regular, advanced, and long-standing customer concerns
Collect customer feedback and make process changes to exceed customer satisfaction goals
Complete special projects by using effective decision making, critical thinking and time management skills
Maintain ERP system (Epicor) with current order/shipment related information specific to the OEM and its associated site locations.

Qualifications:
🎯 What You Will Bring?

3–5 years of experience supporting customers through customer service, account management, customer success, sales support, or a similar B2B role.
Bachelor’s degree preferred in Business, Communications, Supply Chain, Customer Experience, or a related technical/commercial field.
Experience supporting industrial, aerospace, aviation, MRO, or manufacturing customers in a global or multi-site environment preferred.
Build trusted relationships with customers, internal teams, and regional customer leadership while serving as a reliable point of contact.
Demonstrate a customer-first mindset by delivering responsive, professional, and high-quality support.
Use Microsoft Office applications, especially Excel, and ERP/CRM or order management systems to maintain accurate customer and order information.
Manage multiple customer priorities, open issues, and deadlines while maintaining accuracy, ownership, and follow-through.
Communicate confidently across customer, technical, operations, quality, sourcing, and regional management teams to support timely issue resolution.
Listen to customer needs, share feedback internally, and influence action that supports service quality and customer satisfaction.
Represent the customer and the business with integrity, professionalism, accountability, and sound judgment.
This role is based in Mason, OH. 

🌟 Benefits and Additional Information

We offer a comprehensive benefits package designed to support our team’s health, financial security, and overall well-being. The company offers competitive medical, dental, and vision plans, HSA and FSA plans, Mental health resources, and employee assistance programs. We offer Paid Parental Leave, Company Paid Long Term Disability, competitive 401k employer match, floating holiday, tuition reimbursement program, amongst other benefits.

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The company participates in E-Verify as required by law.