Customer MRO Manager

Job Description

Job Description:

WE’RE LOOKING FOR A CUSTOMER MRO MANAGER

POSITION LOCATION: FORT ERIE, ONTARIO

The Customer MRO Manager (CMM) is responsible for the on time, on quality and on cost operations of the AHCA Light Helicopter component repair and overhaul activities. This is a strategic leadership role responsible for the overall business performance, financial health, and operational excellence of a dynamic component repair and overhaul shop. Responsibilities would also include oversight of blade repair business should this product line be added. This position is a business-focused leadership role, distinct from a purely technical or maintenance-focused manager. The Customer MRO Manager will lead the organization's strategic direction, manage the profit and loss (P&L) statement, drive process improvement initiatives, and foster a culture of teamwork, high performance and continuous improvement. The ideal candidate will have a strong background in business management, financial analysis, and operational strategy within an aerospace or similar high-value environment.

MAIN RESPONSIBILITIES

Strategic Leadership & Business Management

• Develop and execute a long-term strategic plan to grow the business, increase market share, and enhance profitability.
  
• Lead the annual business planning and budgeting process, setting ambitious yet achievable goals for revenue, margin, and operational efficiency.
  
• Conduct regular market analysis to identify new business opportunities, competitive threats, and emerging trends in component MRO.
  
• Manage the shop’s full P&L, including revenue forecasting, expense control, and capital expenditure planning.
  
• Report on business performance to senior leadership, providing actionable insights and strategic recommendations.
  

Financial Management & Analysis

• Oversee the financial performance of the shop, including revenue generation, cost of goods sold (COGS), and operational expenses.
  
• Develop and manage the annual budget, ensuring all departments operate within financial constraints.
  
• Lead revenue forecasting activities, utilizing historical data, market intelligence, and sales pipeline information to project future performance.
  
• Conduct detailed capacity analysis to optimize resource allocation, identify bottlenecks, and plan for future capital investment in equipment or technology.
  
• Implement and monitor key financial performance metrics (e.g., Gross Margin, Operating Income, Return on Assets) to drive profitability.
  
• Complete annual goal setting & performance management for all team members.
  

Operational Excellence & Process Improvement

• Drive a culture of continuous improvement, utilizing methodologies such as Lean, Six Sigma, or similar frameworks to enhance efficiency and quality.
  
• Lead projects aimed at optimizing workflow, reducing turn-around time (TAT), improving OTR 6 performance and minimizing waste throughout the repair and overhaul process.
  
• Establish and monitor key performance indicators (KPIs) for the shop, including safety, on-time delivery, quality escape rate, and labor utilization.
  
• Collaborate with the technical and quality teams to streamline processes, improve documentation, and ensure compliance with all regulatory requirements (e.g., FAA, EASA, TC).
  
• Utilize data-driven decision-making to identify areas for improvement and implement effective solutions.
  

Performance Metrics & Labour Productivity

• Develop, track, and analyze a comprehensive set of performance metrics to measure the health and efficiency of the operation.
  
• Monitor labor productivity and utilization rates, identifying and addressing areas of inefficiency.
  
• Implement productivity improvement programs, including skills training, process changes, and technology adoption.
  
• Manage and optimize resource allocation (personnel, tooling, equipment) to meet fluctuating demand and achieve production targets.
  

Organization Culture & Employee Development

• Cultivate a positive and productive organizational culture that values safety, quality, collaboration, and continuous improvement.
  
• Act as a visible leader, fostering open communication and an environment of trust and respect.
  
• Lead and mentor a diverse team of technicians, planners, and administrative staff, providing clear direction, constructive feedback, and opportunities for professional growth.
  
• Develop a talent pipeline by identifying high-potential employees and creating development plans to prepare them for future leadership roles.
  
• Champion employee engagement initiatives and serve as a role model for the company’s values and ethical standards.
  

Customer & Stakeholder Management

• Build and maintain strong relationships with key customers, ensuring their needs are met and expectations are exceeded.
  
• Collaborate with the sales and customer service teams to provide accurate turnaround time (TAT) quotes and service level agreements (SLAs).
  
• Serve as the primary point of contact for high-level customer inquiries and complex technical or business issues.
  
• Ensure the shop operates with a strong customer focus, continuously seeking feedback to improve service delivery.
  

MINIMUM JOB REQUIREMENTS

Education

• Bachelor’s degree, or equivalent work experience, in Business Administration, Finance, or a related field preferred.
  

Experience

• 5+ years of leadership experience in an MRO, manufacturing, or operations management role, with a strong emphasis on business/ financial management and continuous process improvement.
  
• Proven track record of managing a P&L, developing business strategies, and achieving financial targets.
  
• Demonstrated experience in implementing process improvement methodologies (e.g., Lean, Six Sigma).
  
• Strong analytical skills with the ability to interpret financial data, performance metrics, and market trends.
  
• Excellent communication, interpersonal, and leadership skills with a proven ability to lead and motivate a diverse team.
  
• Familiarity with regulatory requirements and quality standards in the aerospace or similar regulated industry is a significant plus.
  

Technical Systems Proficiency

• Proficiency in Microsoft Office and Google suite
  
• Experience with Enterprise Resource Planning (ERP) - SAP p
  
• Expertise in financial modelling, capacity planning, and demand forecasting.
  
• Experience in continuous process improvement. Certified Lean Six Sigma Black Belt or Green Belt is a plus.
  

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:
Airbus Helicopters Canada Ltd

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Leadership

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