Aftermarket Customer Success Manager

Position Summary

Share in the Adventure at Growing Leader in Light Aircraft Manufacturing

Make an Impact in a Positive Environment with Culture of Innovation

Process experience. Strategic thinking. Service center knowledge. Excellent leadership skills. If this describes you, consider aligning your career with CubCrafters. Here are just a few reasons why:

  • Make your mark in this high impact leadership role as you create processes and provide structure for the CubCrafters Services side of our business to meet the needs of our growing customer base.
  • You’ll be involved with every aspect of the business, and success in the position could set you up to expand your role and responsibilities if that is of interest to you.
  • As one of the last American-owned aviation companies, we design, certify, manufacture, upgrade, and complete repairs all in-house, and you’ll be in a great position to see and understand every aspect of the operation.
  • If you are coming from a large corporation, you’ll find CubCrafters a refreshing change — a smaller company means bigger potential impact, as well as flexibility to implement change quickly.
  • We combine a strong close-knit culture with an entrepreneurial spirit and, while we work hard, we also value work/life balance.
  • If you’re a pilot or want to get your pilot’s license, we have an airplane that employees can use at a reduced rate – an important part of our aviation culture.

Yakima, Washington offers a neighborly small-town culture, a low cost of living and stress-free commuting. It’s also a paradise for outdoor sports enthusiasts. Relocation assistance may be available to highly qualified candidates.

Founded in 1980, CubCrafters builds the world’s best utility and sport airplanes. Having begun as the world’s leading Super Cub rebuilder and outfitter, today CubCrafters manufactures its own designs. We are currently the only aircraft manufacturer in the nation to produce aircraft in three different FAA certification categories, all under an FAA-approved quality assurance program. Though CubCrafters’ roots are in the 80-year history of classic “tail dragger” aviation its products and services are clearly recognized in the industry as leading edge with many industry firsts including several new models recently announced.

Responsibilities

Reporting directly to the company President, you will take a seat at the leadership table as you oversee the business side of CubCrafters Services, which is the rebuild/service center and CCI parts sales and services, and includes wing repair, fabric covering services, paint services, and kit fulfillment and support. Our customer base and fleet are expanding, and we need to proportionally expand the capabilities of the services business to meet it. We’re looking for a leader who can handle the front of the business for CubCrafters Services, as well as provide oversight for parts and kit program needs.

Your general goals will be to increase customer response times and communication, develop processes to ensure customer satisfaction through parts and services administration (swift technical support, strong documentation, rapid response, etc), and develop a strategy and process for the profit center that allow us to grow proportionally to demand. You’ll begin with the team of 2-3 employees who currently handle our service profit center, warranty work, and parts sales, but with the understanding that we’ll be willing to discuss hiring additional people as you present your strategy for improving our parts sales and service operations.

If you are right for this position, you are a business leader who understands customer service and can plan, multi-task, develop processes, and lead our aftermarket needs, ideally with experience in general aviation. If that sounds like you, apply today! Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Success Indicators

We realize that there will be a learning curve as you get to know our business and processes, but we’ll also expect you to leverage your experience and expertise to start making contributions in short order. Our goal is to bring on a professional with the knowledge and experience to get things moving in the right direction quickly, in service of longer-term plans.

Once you are at cruising altitude, you should assess the strategic processes that need to be implemented, identify potential improvements, and work to bring everyone on the CubCrafters Service business on board with the new ways of accomplishing our customer service goals. The challenge will be to make the changes while also ensuring your team continues to meet customer needs on a consistent basis.

In addition, in order to be an outstanding Customer Success Manager, you will bring:

  • A proactive approach to your work and problem solving
  • A strong sense of urgency
  • A positive, professional attitude
  • Honesty, integrity, and transparency
  • A clear and cohesive communication style

Qualifications

To be a good fit for this opportunity, you should have:

  • A bachelor’s or associate’s degree is preferred, ideally in a business or aviation field, though we’ll consider strong candidates with equivalent experience
  • Very strong experience in process and service center management, including some experience in the general aviation industry, preferably at least some of which would be with backcountry airplanes
  • A strong understanding of the general aviation business
  • Customer service management and strong customer acumen
  • Leadership experience with the ability to gain buy-in and to help the team develop, to do what needs doing to keep the customer happy, while understanding how run a profitable business
  • Excellent people skills, with the ability to coordinate across multiple profit centers and departments
  • Computer skills, including the ability to work with Microsoft Office Suite products (Word, Excel, etc) as well as familiarity working with an ERP system

Preferred but not required:

  • Aviation-related certifications, such as IA, pilot’s license, etc.
  • Experience as an aircraft mechanic would be helpful

Compensation

Strategic and tactical impact
The company is growing, and we need our customer service to ramp up to meet it. You will have plenty of opportunity to influence company strategy, drive processes and improvements and shape the CubCrafters Services business. Because we are privately owned, you will have leeway to make changes and try new ideas. You will play a key role in ensuring we are set up for success as we continue to grow.

Training & development
As you get up to speed with the needs of the business you’ll work hand-in-hand with the President to make decisions and implement changes. However, the goal is to develop you to the point where you’ll be able to expand your role to manage the CubCrafters Services profit centers on your own.

Not just a job . . . a way of life
We are passionate about what we do, and we’ll expect you to embrace that passion. Just as we promise our customers “Adventure Multiplied®,” we are committed to bringing every employee on the adventure of developing and manufacturing the best aircraft available.

Great environment
There are two aviation manufacturers in Washington, and we’re NOT the big one (Boeing). We’re proud of our close-knit culture and the large number of long-tenured employees at CubCrafters. The culture is contagious: we simply love to design, build and fly great aircraft. The atmosphere is upbeat and energetic. Great small-company culture, but with the entrepreneurial spirit and growth that makes it exciting to come into work every day.

Get into the sky
Nothing is quite so motivating as climbing into the cockpit of the planes you helped produce and soaring past the slopes of Mt. Rainier or coasting above the trees that line the Columbia River. We maintain a Sport Cub exclusively for the use of our employees, who can reserve and fly it for a subsidized aircraft rental rate.

Competitive compensation
In addition to a competitive salary, we offer a number of exciting benefits including Paid Time off, full medical coverage for employees, 401k with company match, and more.

How to Apply

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