Manager, de Havilland Customer Service

July 18 2019
Industries Airspace, Aviation, National Defence
Categories Customer Service, Call Centres, Aerospace, Aviation, Airport, Customer service, Customer Services (airport & call centre)
Calgary, AB

Viking is seeking an experienced Manager to join the Customer Service and Product Support (CSPS) division in Calgary.

Viking Air Limited is the global leader providing support and services, and manufacturing of utility, specialty, and fire-fighting aircraft. Viking provides OEM support for the global fleet of de Havilland DHC-1 through DHC-7 and the Bombardier CL-215, 215T and 415 aircraft.


Reporting to the Director, Customer Support Operations, the Manager, de Havilland Customer Service is responsible to:

  • Develop and lead best in class customer service for the worldwide fleet of DHC-1 through DHC-7 aircraft.
  • Set the standards for service delivery and manage day to day operations of Viking's de Havilland customer service and technical support teams.
  • Serve as a product knowledge expert on the DHC-1 through DHC-7 aircraft and the needs of our customers.
  • Establish robust knowledge sharing norms and develop an interdisciplinary team with the product knowledge necessary to provide world class customer support.
  • Ensure direct reports have a special appreciation for the buying behavior and requirements of the de Havilland customers base.
  • Develop and implement strategies to sustain and improve year-on-year revenue and gross margin growth.


  • Organization and Leadership: Lead and manage the de Havilland customer service team to provide Viking's DHC-1 through DHC-7 customers with a best-in-class customer service experience. Establish an accountable organization through embracing and demonstrating accountable leadership principals. Ensure standard work is developed, documented and trained for all aftermarket sales, and hold individuals accountable for following it. Develop and mentor team members and help them to realize their maximum potential. Establish robust knowledge sharing norms and develop an interdisciplinary team with the product knowledge necessary to provide world class customer support.
  • Develop Best-in-Class Business: Develop and lead a best-in-class aircraft aftermarket sales and support model. Establish aftermarket customer service and support capability as a Viking core competence and value. Implement regular two-way communications with customers as part of standard work including monitoring responsiveness, open sales orders and quotations, and develop a deep understanding and appreciation of the true Voice of the Customer. Establish customer intimacy and become our customers' best partner in the provision of aftermarket services, including monitoring inventory availability. Ensure all direct and indirect reports supporting the de Havilland DHC-1 through DHC-7 fleet continuously improve their product knowledge and understanding of the needs of our customers.
  • Drive Growth: Use Voice of the Customer understanding to identify new opportunities for Viking to support customers around the world. Develop and execute strategies to profitably address these opportunities. Drive consistent year-on-year revenue and margin growth in all aftermarket sales and support activities. Ensure month on month financial targets are met and monitor sales pipeline through book to bill ratios or other industry standards.
  • Financial Performance: Manage the monthly financial performance of the de Havilland aftermarket. Ensure revenue and gross margin targets are met. Monitor customer arrears, accounts payable and ensure customer payments are being managed and brought in on time. Leverage the customer relationship to enhance financial performance.
  • Continuous Improvement: Embrace and lead Viking's Achieving Excellence program in the provision of aftermarket services. Champion the implementation and continual improvement of standard work and strive to identify and drive out waste from all aftermarket activities. Provide top-down leadership and a rigorous approach to management by metrics. Develop robust scorecards, implement improved customer service metrics and implement a digital sales platform.


  • 5 to 10 years of experience working with a de Havilland aircraft maintainer, operator or manufacturer
  • Minimum 5 years of experience working in an aftermarket support organization
  • Minimum 3 years of experience working in customer service or sales
  • Minimum 5 years of experience as a manager
  • Demonstrated ability to manage through KPIs and monitor financial performance
  • Degree in Engineering or Business, Technical Diploma (Aerospace) or equivalent
  • Private, Commercial or Airline Pilots License is an asset
  • Experience managing and reporting on projects and schedules
  • Confident, driven and dynamic leader
  • Entrepreneurial mindset with experience identifying and developing new sales
  • Exceptional communication skills
Apply now! network