Customer Service Manager

About the role

Saab, Inc. is looking for a Customer Service Manager to lead a global front‑line support team for its civil aviation, security, and defense portfolio. The role focuses on delivering reliable 24/7/365 service, driving continuous improvement, and ensuring customer satisfaction.

Key responsibilities

• Provide a single point of contact for customers worldwide, available 24 × 7 × 365.
• Manage high‑visibility, high‑pressure issues and act as the primary escalation point.
• Coordinate with internal Saab groups to resolve customer problems and maintain detailed issue records.
• Monitor warranty and support contract expirations, support renewal proposals, and identify new business opportunities.
• Measure customer satisfaction metrics and lead improvement initiatives.
• Participate in weekly on‑call rotation for after‑hours support.
• Represent Customer Service in program and product management meetings, often outside normal business hours.
• Develop, mentor, and grow team members; assist with quotes for support, spare parts, and repairs.
• Travel approximately 15% of the time, both domestically and internationally.

Required profile

• Proven leadership and people‑management experience in a customer‑service environment.
• Strong ability to handle complex, high‑pressure situations and drive resolutions.
• Excellent communication and relationship‑building skills across global teams.
• Continuous‑improvement mindset with a focus on process optimization.
• Willingness to travel and work flexible hours, including on‑call duties.

Required skills

What we offer

• Competitive compensation range of $132,000 – $171,600 per year.
• Opportunity to lead a high‑impact team within a leading aerospace and defense company.
• Professional development and mentorship for career growth.