Ozark Aeroworks LLC (OZARK) is the OZARK Model T53 Engine Original Equipment Manufacturer (OEM).  OZARK also provides full maintenance, repair, and overhaul (MRO)—including fuel accessories, machining, and welding capabilities, providing for fast shop component repairs. The OEM and MRO businesses are collocated in our Springfield, MO facility. OZARK’s primary MRO product lines include the T53 Engine, T53 fuel controls and governors, and Rolls-Royce M250 Engine (specifically the C47, C30, and C20 models). As the OEM, OZARK is a full-service provider of new parts, MRO, and engineering services. 

OZARK is the respected leader of the T53 Engine, known for its overall MRO capabilities and high level of customer commitment. OZARK is committed to delivering high-quality products and services to our clients worldwide, ensuring safety, efficiency, and compliance with regulations and industry standards.

To help us continue growing, we are seeking a motivated Customer Support Representative to join our highly skilled team. This position will report directly to the Director of Sales & Customer Support.

JOB FUNCTION / PURPOSE

The Customer Support Representative will serve as a primary point of contact for customers of OZARK’s MRO (maintenance, repair, and overhaul) services. This role is responsible for coordinating maintenance events, providing status updates, managing customer inquiries, and ensuring a high level of service throughout the repair and overhaul process.

The ideal candidate combines strong communication skills with an understanding of aviation maintenance operations and the ability to effectively coordinate across internal teams in a fast-paced environment.

It is expected that this position will be actively engaged in the following:

PRIMARY ACTIVITIES / RESPONSIBILITIES

• Act as a main liaison between customers, project managers, and other internal departments
• Receive and process customer purchase orders, RFQs (Requests for Quotation), and service requests
• Provide accurate and timely updates on maintenance status, turnaround times (TAT), and delays
• Coordinate scheduling of maintenance events, inspections, and repair activities with customers
• Ensure documents received by customers are complete and accurate in coordination with the quality department
• Track and manage customer assets, parts, and repair orders within the ERP system
• Resolve customer issues, complaints, and discrepancies in a professional and timely manner
• Support AOG (Aircraft on Ground) situations with urgent coordination and communication
• Track sales opportunities and maintain detailed records of customer interactions and transactions in CRM/ERP systems
• Assist the Director of Sales & Customer Support with customer-related opportunities, contracts, and projects as needed

KEY OBJECTIVES AND ACCOUNTABILITIES

• Serve as a reliable and responsive point of contact for customer communication
• Ensure accuracy and timeliness in all customer updates and documentation
• Effectively coordinate across internal teams to support maintenance and repair activities
• Maintain accurate tracking of customer orders, assets, and repair status withing ERP/CRM systems
• Support on-time delivery and turnaround performance goals
• Develop a strong working knowledge of engine programs and MRO processes

KEY SUCCESS ATTRIBUTES

• Strong communication and interpersonal skills
• High attention to detail and organizational ability
• Customer-focused mindset with strong problem-solving skills
• Ability to manage multiple priorities
• Self-starter with the ability to work independently and as part of a team
• Strong work ethic and accountability for results

EDUCATION AND EXPERIENCE

• Education:
• High school diploma or equivalent required
• Associate’s or Bachelor’s degree preferred (Aviation, Business, or related field)
• Experience:
• 2+ years of experience in customer service, preferably in aviation, aerospace, or MRO environment
• Basic understanding of aircraft maintenance processes, terminology, and regulatory environment (FAA/EASA)
• Experience with ERP (e.g., Quantum, SAP, Corridor, or similar) and CRM (HubSpot, Salesforce, or similar)
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Preferred:
• Knowledge of technical records, logbooks, and airworthiness documentation
• Exposure to Rolls-Royce M250 or OZARK Model T53 turbine engine
• Familiarity with pricing maintenance activities
• Experience handling AOG or time-critical service scenarios

OTHER

• Must have valid authorization to work in the United States.
• Pre-Employment Verifications: Must be able to pass background check
• Position Type: Full-time, exempt, onsite, Monday – Friday, 7:30AM – 4:00PM, (overtime may be required at times based on needs of the business)
• OZARK offers a competitive and comprehensive benefits package, including Medical, dental, vision, STD, LTD, life insurance, Paid Time Off (PTO), and 401(k) with company match.
• OZARK is an Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

COMPENSATION

• Salary range is dependent on level of experience, level of competency, and/or past performance.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.