Remote Customer Support Engineer Jobs in Duluth, MN

The Vice President-Customer Support is an executive leader with full P&L responsibility (approximately $80M) for Cirrus Aircraft's global customer support organization, including JetStream and Warranty. This role defines and executes customer support strategy across ownership programs, mobile maintenance services, and the authorized service network, ensuring exceptional customer experiences, operational excellence, and sustainable growth throughout the aircraft lifecycle.

• This position will serve a crucial role in delivering the Cirrus brand experience we want for our customers. The role will lead the transition into a newly formed team serving customers in several capacities.
• P/L responsibility (approximately $80M) for Customer Support business unit

Key functions include:

• Timely resolution of customer and aircraft challenges. End to end ownership of solving problems.
• Timely resolution of AOG customers
• Technical support and problem resolution
• Execution of aircraft ownership programs
• Development, deployment and administration of Cirrus owned mobile maintenance assets
• Cultivate the network of third party, Cirrus Authorized Flight Training & Aircraft Maintenance service providers
• Develop and deploy systems, processes, tools, teams and talent to optimize outcomes
• Lead team through change management processes to deploy newly formed organization and structure. The new organization will have 4 areas of focus to enhance support for Cirrus customers.
• Deploy newly formed Customer Resource Center to focus on timely and complete resolution of customer challenges. Lead further refinement through iterations of CRC concept.
• Lead newly formed organization developing and deploying mobile maintenance assets.
• Lead newly formed organization managing authorized network of flight training and maintenance service providers.
• Lead further development and execution of JetStream, warranty and other service packages.
• Inspire, lead, coach, mentor, recruit, retain and develop team of aviation professionals delivering world class customer support to a global customer base.
• Lead Continuous Innovation efforts to constantly refine the customer experience through innovation and adopting new standards into the “Cirrus Services PlayBook.”
• Demonstrate entrepreneurship, change leadership, negotiation and influence, business acumen, operational decision making, customer orientation, driving for results, managing and measuring work, interpersonal skills and superior ability to positively relate and communicate to customers.
• Perform leadership functions such as conducting annual reviews, making hiring decisions, managing performance of director reports, mentoring and skill development.
• Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation for review by leaders. Assist in the preparation and management of capital budget, P/L planning, operating budget, organization planning, data systems planning, and expense management for assigned areas.

• Bachelor's degree in Business Administration, Aviation Management or a related field required; Master's degree preferred. Demonstrated leadership, business and financial acumen required.
• Minimum of 15 years' experience in customer support, with at least 5 years in a leadership role
• Demonstrated leadership ability in customer service teams and enhancing the customer experience. Experience in leading a geographically diverse and remote work force.
• Demonstrated experience in managing a business unit with independent P/L.
• Understanding of Business & General Aviation business practices, players, and industry norms.
• Experience operating within FAA regulations or other highly regulated industry.
• Demonstrated ability to resolve customer and company employees' concerns in a courteous, professional and effective manner.
• Exceptional negotiating skills, problem-solving skills, research and resolution skills, data analysis and multi-tasking skills.
• Ability to work extended hours including nights and weekends plus travel up to 40%.
• FAA Pilot License and/or general aviation flying experience preferred
• FAA Airframe and Powerplant (A&P) certification preferred
• Demonstrated experience in managing network of authorized service providers preferred
• Demonstrated experience in developing and deploying technical training programs and content preferred
• Experience leading multiple locations or remote work force preferred

Our Benefits: Cirrus provides a range of exciting benefits, including:

• Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options
• Employer-Paid Coverages: Group term life, short- and long-term disability insurance
• Flexible Spending Accounts: FSA and HSA offerings with company contributions to HSA
• Well-being: Calm Health, Employee Assistance Program, and wellness incentives through medical provider
• 401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting at 1 year of service
• PTO: Various PTO plans starting at 100 hours accrued within the first year
• Additional Time off Benefits: Paid holidays, 2 weeks of Paid Parental leave, paid time for funeral leave and jury duty
• Career Development: Tuition reimbursement program and professional growth opportunities
• Exclusive Discounts: Cirrus Store, partner and marketplace discounts available
• Community & Engagement: Company and employee clubs at various locations

These benefits are designed to support your well-being, growth, and enjoyment at Cirrus!