Manager, Maintenance Sales and Customer Service

Job Description

Job Description

At FlyUSA, we are redefining the private aviation experience by providing exceptional service to our clients from start to finish. As leaders in the industry, we are committed to delivering unparalleled travel experiences that exceed expectations. We’re not just about flying passengers from point A to B; we’re about creating memorable journeys and exceptional moments for every client, every time.

Position Summary
The Manager, Sales & Customer Service (MRO Operations) is the primary commercial and client-facing representative for FlyUSA's maintenance repair organization. In the near term, this role operates primarily within FlyUSA's Part 91 and Part 135 ecosystem, working closely with the Aircraft Management Services (AMS) team, who serve as the primary representatives of FlyUSA's managed aircraft owners and clients, and with Maintenance Controllers, who coordinate squawk identification, work scoping, and quote approval. This role is embedded in that workflow, ensuring quotes are accurate, timely, and properly routed through the right internal channels before reaching the client, as well as managing expectations, and communicating scope increases and changes through work completion.

As FlyUSA launches its Part 145 Repair Station, this role will evolve into a more externally facing commercial position, developing direct relationships with third-party operators, corporate flight departments, and aircraft owners who engage FlyUSA's MRO capabilities on a standalone basis. This individual will play an important role in helping establish the customer-facing processes, service offerings, and revenue pipeline that support the growth of the Part 145 operation.

Key Responsibilities
Customer Service & Account Management

• Serve as the primary commercial liaison between the MRO and the AMS team for all Part 91 and Part 135 maintenance quoting, estimated completion and customer communications
• Ensure all estimates and work scope updates are reviewed and approved by Maintenance Control before distribution to AMS or end clients
• Provide timely, accurate quotes and work order estimates in coordination with the General Manager, MRO Operations and lead technicians
• Communicate work status, squawk findings, and cost updates in a clear and professional manner recognizing that AMS team members are often the direct interface with aircraft owners
• Manage customer expectations around scheduling, turnaround times, and AOG situations
• Assist in invoicing: review in relation to authorized quote/estimate, prepare final invoice to client
• As the Part 145 operation grows, transition toward managing external client relationships end-to-end

Sales & Business Development

• Identify and pursue new MRO customers, with near-term focus on supporting FlyUSA's internal Part 91 and Part 135 fleet and longer-term focus on building a third-party client base under the Part 145 certificate
• Develop and maintain a pipeline of prospective external clients including charter operators, corporate flight departments, aircraft management companies, and private owners - in anticipation of the Part 145 launch
• Prepare and present proposals, capability statements, and pricing for maintenance work packages across scheduled, unscheduled, and inspection-driven events
• Assist in negotiating service agreements and long-term maintenance contracts
• Support the development of service offerings, rate structures, and capability presentations as the Part 145 operation is built out

Operations Coordination

• Coordinate with Maintenance Controllers on scheduling, squawk review, and quote development ensuring all estimates are reviewed and approved internally before distribution to AMS or end clients
• Work with Parts procurement to confirm availability and pricing for quoted work
• Ensure work orders are opened, documented, and closed accurately in the maintenance tracking system
• Support the Part 145 launch by helping develop customer-facing processes, forms, service menus, and onboarding materials for third-party clients

Reporting & Administration

• Track and report on sales pipeline, revenue, and customer metrics
• Maintain organized customer records and communication history in CRM or equivalent system
• Manage overall quoting process: implement order quote process and procedures including the use of various software packages (Corridor, Camp, etc.).
• Assist in developing pricing structures, rate cards, and service offerings aligned with the Repair Station's ratings and limitations

Qualifications
Required

• 3–5 years of experience in aviation MRO sales, customer service, or operations/or equivalent experience in a flight operation or FBO environment with strong MRO exposure
• Solid understanding of general aviation maintenance concepts and aircraft terminology; working familiarity with the regulatory framework governing Part 91, Part 135, and Part 145 operations
• Demonstrated ability to build and manage customer relationships in a service business
• Strong written and verbal communication skills; comfortable interfacing with aircraft owners, pilots, flight department managers, and internal operations teams
• Proficiency with standard business tools (email, scheduling, spreadsheets, CRM)

Preferred

• FAA Airframe & Powerplant (A&P) certificate or significant time working alongside certificated mechanics
• Experience supporting a Part 145 repair station or MRO facility
• Familiarity with turbine aircraft platforms common in charter and management operations (Textron/Citation, Dassault/Falcon, Pilatus products a plus)
• Familiarity with maintenance tracking systems (CAMP, Corridor, etc.)
• Existing relationships within the regional aviation community

Why FlyUSA?
At FlyUSA, we invest in our people. We build careers, not just fill seats. Here’s how we support our team:

• Medical, Dental and Vision plans with multiple coverage options
• Access to Teladoc and virtual care resources
• Over-the-counter health product allowance at CVS
• Employer contribution toward medical premiums
• Company-provided basic life insurance
• Optional supplemental life, accident, critical illness, and hospital indemnity plans
• Health Savings Account and Flexible Spending Account options
• 401(k) with company match
• Growth opportunities
• PTO – Paid Time Off

Equal Opportunity Employer
FlyUSA Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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