Customer Support Manager

Bluebird Aero Systems is a leader in the development and production of advanced, tactical UAV Systems, providing our customers worldwide with end-to-end solutions for their defense needs. We are seeking an experienced Customer Support Manager to lead post-sales customer support activities for our systems and related services.

Key Responsibilities

• Lead and manage the post-sales Customer Support organization.
• Ensure high-quality support and long-term customer satisfaction.
• Act as the primary escalation point for complex customer support issues and operational challenges.
• Develop and maintain strong customer relationships and communication channels.
• Monitor contractual support obligations and ensure compliance with customer requirements and service-level commitments.
• Develop new business opportunities with existing customers.
• Oversee execution of post-sales support programs, including maintenance support, technical assistance, training coordination, spare parts support, and operational readiness activities.
• Coordinate customer support plans and schedules across multiple projects.
• Support contract execution and related follow-up activities.
• Participate in customer meetings, program reviews, and operational discussions.

Cross-Functional Coordination

• Work closely with Engineering teams to facilitate technical issue investigation, corrective actions, and product improvements.
• Coordinate with Logistics and Supply Chain teams regarding spare parts availability, repairs, shipments, and inventory planning.
• Collaborate with Flight Operations teams regarding operational support, field activities, demonstrations, testing, and customer operational requirements.
• Interface with Quality Assurance and Manufacturing teams to support issue resolution and continuous improvement activities.
• Strong coordination with Financial team for monthly program charges and new business offers.

Required Qualifications

• Bachelor’s degree in Engineering, Logistics, Business Management, or related field.
• 5+ years of experience in customer support, program management, technical support, or operational support within aerospace, defence, aviation, or other technological industries.
• Previous managerial experience leading customer-facing teams.
• Experience working with international customers and multidisciplinary engineering organizations.
• Strong understanding of technical systems, operational environments, and post-sales support processes.
• Excellent communication, presentation, and interpersonal skills.
• Ability to manage multiple priorities in a dynamic environment.
• Fluent English — written and spoken.

Preferred Qualifications and Experience

• Experience in UAV/UAS systems, aerospace, defence, or aviation operations.
• Familiarity with maintenance concepts, logistics support, and field operations.
• Knowledge of military or governmental customer environments.
• Experience with ERP/CRM/project management systems.
• Additional languages — advantage.

Reporting Structure

• Reports to: Deputy CEO / COO
• Direct reports: Team of Customer Support Project Managers