Fleet Customer Account Manager

Description

Pilatus is hiring a Fleet Customer Relationship Manager to join our team in Broomfield, CO. In this role, you will serve as the primary technical and operational support liaison for Government and Fleet customers. This role balances immediate customer needs including AOG and escalation support with long term program and relationship development. A successful individual in this role will provide proactive coordination across Parts, Warranty, Technical Support, and internal Pilatus teams to ensure timely, accurate, and compliant support delivery and maintain a strong understanding of customer contractual requirements and technical needs while ensuring high-quality service and clear communication. Take your career to the next level with Pilatus Aircraft USA Ltd!      

Essential Duties/Responsibilities

• Serves as the primary escalation point for Fleet Customers experiencing AOG or fleet-impacting issues
• Builds and maintains strong long-term relationships with Service Centers and key customer accounts
• Leads regular status meetings with Service Centers and customers to share updates, reviews open items, and ensures strong communication and alignment
• Acts as a liaison between customers and Pilatus, ensuring clear, timely, and proactive communication to both internal and external stakeholders
• Monitors AOG situations for assigned fleet customers and coordinates internally with Technical Support, Parts Sales, Warranty, and Material Planning to facilitate timely handling, communication, and resolution
• Provides technical assistance on long-term customer projects in collaboration with Technical Support and CSE/TSE teams
• Monitors recurring technical or operational trends within assigned accounts and proactively flags issues to internal stakeholders
• Supports leadership with performance data, relationship insights, and customer feedback that inform strategic decisions, Service Center performance discussions, and acquisition of new sales contracts
• Assists in the development and refinement of customer service processes, tools, and materials that enhance the Service Center and end-customer experience
• Maintains awareness of customer fleet configuration changes, service history, and reliability drivers to support quicker troubleshooting

Other Duties/Responsibilities 

• Facilitates review meetings when needed, including issue-specific reviews, check-ins, and collaborative improvement discussions
• Assists in creating and maintaining specialty parts and tooling lists as needed by assigned customers
• Researches parts and technical queries using the IPD, AMM, CMM, or other resources 
• Ensures compliance with Product Support Agreements
• Tracks open items for assigned accounts and follows up to ensure timely resolution, escalating when necessary
• Ensures adherence to Pilatus internal Procedures
• Maintains the highest levels of customer satisfaction

Requirements

Skills/Qualifications

• Minimum 5 years of aircraft maintenance, technical support, or aviation operational experience
• Demonstrated success managing high-visibility customer relationships, balancing technical requirements with diplomacy and customer advocacy
• FAA Airframe and Powerplant certification preferred; equivalent technical experience may be considered
• Experience interpreting technical publications and troubleshooting aircraft systems preferred
• Advanced computer skills including MS Windows and MS Office Professional
• Ability to learn and utilize aviation technical software; working knowledge of Quantum is a plus
• Effective verbal, written, and interpersonal communication skills and excellent customer service skills
• Must be able to prioritize the workload and produce high quality, detailed work on a consistent basis

What We Offer

• 11 paid holidays a year, plus 15 days of paid vacation time, and 6 days of paid sick/personal time to start with an increase to 20 days of paid vacation time after 5 years with Pilatus
• 90% of medical, dental, and vision premiums paid for single coverage and 80% for family coverage, averaging $9,600 annually
• Monthly health savings account (HSA) contributions totaling $2,250 for single coverage and $3,000 for family coverage annually
• 401(k) retirement plan matching up to 6%
• Life and long-term disability insurance premiums paid in full
• Tuition assistance available annually after the first year

The salary range for this position is $86,000 - 116,000 per year depending on experience. Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Pilatus Aircraft USA Ltd was founded in Broomfield, Colorado in 1996. Pilatus’ 118,000 square foot facility is custom-designed to conduct aircraft interior and exterior completions for all PC-12 PRO and PC-24 aircraft delivering to North and South America. This new completions center consolidates the operations Pilatus has performed at the Rocky Mountain Metropolitan Airport for almost 30 years.  

With over 3,000 employees and about 200 apprentices at its headquarters in Stans, Switzerland and completion center in Broomfield, Colorado, the Pilatus family unites people from over 40 countries. We offer a secure, innovative, international, and sustainable work environment. Courage, vision, and outstanding performance have made us a strong company. Our culture is shaped by a high level of quality awareness, close customer relationships, and a high degree of employee commitment. 

Pilatus Aircraft USA Ltd 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. 

To submit a paper application, please mail your resume to 12300 Pilatus Way, Broomfield, CO 80021 Attention: Human Resources. No walk-ins please.  If personalized assistance is needed to complete an online application for this position, please email employment.us@pilatus-aircraft.com with your request.