Director of Customer Support

Columbia

On-sitePosted August 4, 2026

About the role

Director of Customer Support based in Aurora, Oregon, United States (on-site) leads the customer-support organization, driving customer satisfaction, service-level performance, and cross-functional coordination from quote through delivery and in-service support. This leader oversees the Customer Support function, champions service excellence, and ensures commitments are fulfilled across Commercial, Military, Technical Support, Operations, and Air Operations teams, while also providing leadership for technical support and operations coordination and serving as the primary escalation point for complex customer issues.

Director of Customer Support

Columbia

On-sitePosted August 4, 2026

About the role

Director of Customer Support based in Aurora, Oregon, United States (on-site) leads the customer-support organization, driving customer satisfaction, service-level performance, and cross-functional coordination from quote through delivery and in-service support. This leader oversees the Customer Support function, champions service excellence, and ensures commitments are fulfilled across Commercial, Military, Technical Support, Operations, and Air Operations teams, while also providing leadership for technical support and operations coordination and serving as the primary escalation point for complex customer issues.

Responsibilities

Lead the Customer Support organization, establish and continuously improve customer-service standards, SLAs, and team operating rhythms.
Own customer-satisfaction metrics and SLA performance, including response time, quote turnaround, on-time delivery, and AOG recovery.
Act as the primary escalation point for customer issues with timely, coordinated action plans and resolution.
Coordinate support activities across Commercial, Military, Technical Support, Operations, and internal Air Operations teams.
Lead quotes for aftermarket services, repairs, modifications, components, parts sales, field support, and related customer offerings.
Develop pricing governance, catalog policies, exchange policies, and service standards.
Oversee support services including exchange pool sizing and availability, and prioritize operational needs when required.
Review and propose customer communications for major projects, high-impact issues

Responsibilities

Lead the Customer Support organization, establish and continuously improve customer-service standards, SLAs, and team operating rhythms.
Own customer-satisfaction metrics and SLA performance, including response time, quote turnaround, on-time delivery, and AOG recovery.
Act as the primary escalation point for customer issues with timely, coordinated action plans and resolution.
Coordinate support activities across Commercial, Military, Technical Support, Operations, and internal Air Operations teams.
Lead quotes for aftermarket services, repairs, modifications, components, parts sales, field support, and related customer offerings.
Develop pricing governance, catalog policies, exchange policies, and service standards.
Oversee support services including exchange pool sizing and availability, and prioritize operational needs when required.
Review and propose customer communications for major projects, high-impact issues

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