Manager II, Customer Support

Company Overview

AAR Corp. is a global aerospace and defense aftermarket solutions company employing more than 6,000 people across over 60 sites in more than 20 countries. Headquartered in the Chicago, Illinois area, AAR supports commercial and government customers in more than 100 countries through four operating segments: Parts Supply, Integrated Solutions, Repair and Engineering, and Expeditionary Services. AAR’s purpose is to empower people to build innovative aerospace solutions today so you can safely reach your destination tomorrow.

About the role

The Customer Support Manager II leads the Customer Service Organization in support of AAR’s aviation aftermarket business. Reporting to the Director of Customer Service, this role is responsible for delivering high customer satisfaction, managing a team of customer support professionals, driving process improvements, and ensuring service objectives are consistently achieved. The manager serves as the key liaison between customers and internal departments including Sales, Operations, Supply Chain, Quality, and Finance.

Responsibilities

• Lead and develop a team of Customer Service Representatives and support personnel.
• Establish customer service goals, KPIs, and performance metrics.
• Manage escalated customer concerns and ensure timely resolution.
• Partner with Sales, Operations, Supply Chain, Quality, and Finance to resolve issues and improve service delivery.
• Drive continuous improvement initiatives focused on efficiency, quality, and customer experience.
• Ensure compliance with company policies, aviation industry requirements, and applicable regulations.
• Prepare reports, presentations, and operational reviews for leadership.
• Manage staffing, training, coaching, performance management, and employee development activities.

Requirements

• Bachelor’s degree in Business, Supply Chain, Aviation Management, or a related field (preferred).
• Minimum of 5+ years of customer service or customer support experience.
• Minimum of 5+ years of proven leadership or management experience.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent written and verbal communication skills.
• Proficiency in reading and writing in English.
• Mandatory experience in aviation, aerospace, distribution, or aftermarket service.

Benefits

• Competitive salary and annual bonus package.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Generous paid time off program.
• Professional development and career advancement opportunities.

Work Environment

The position is primarily office‑based, requiring regular sitting, standing, bending, reaching, and movement about the facility. Employees may also need to move around the warehouse as needed. Reasonable accommodations are available for individuals with disabilities.

Location

Grand Prairie, Texas, United States

Schedule

• Full‑time
• Overtime
• Exempt