Customer Support Manager

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

Job Title:

Reporting To:

Work Schedule:

Moog Industrial Group is seeking a strategic and customer-focused Customer Support Manager to lead our support operations and drive excellence across the customer journey. You will be responsible for leading the Customer Support Team, managing inside sales activities, and supporting both new and aftermarket sales. You will be a strong advocate for the customer while balancing organizational capabilities and capacity. You will report to the Director, Sales and Business Development in East Aurora, New York.

As a Customer Support Manager, you will:

Leadership & People Management

• Lead and develop the Customer Support Team, fostering a high-performance culture.

• Manage performance and support talent development to align with business needs.

• Ensure team capacity aligns with output and budget requirements.

• Drive organizational design improvements to enhance team effectiveness.

Sales & Customer Support

• Develop and lead the execution of the customer support strategy

• Oversee inside sales activities for all sales flowing through ICD.- Support both new and aftermarket sales processes.

• Act as a customer advocate, balancing customer needs with internal capabilities.

• Maintain a close partnership with Outside Sales Team to develop and execute customer specific strategies

• Assist in development and execution of marketing and/or sales campaigns

Process Ownership & Improvement

Own and continuously improve the Order Management and Acknowledgement Process, including:

• Providing quotations

• Contract review, negotiation, and acceptance

• Sales order entry and maintenance

• Order status updates and customer communication

• Data maintenance of customer records.

• Manage customer feedback, complaints, and issue resolution (Voice of the Customer).

• Measures: Customer response time, recovery date response time, standard quote lead time, Net Promoter Score (NPS)

• Ensure Contract Management Compliance with internal systems, procedures, and regulatory requirements.

• Maintain and optimize Sales Channels, including:

• Customer Portal management

• Pricing strategy execution

To be considered for the Customer Support Manager, here's what you will need to bring with you:

• Bachelor of Science (B.S.) degree in aTechnicalorBusinessdiscipline.

• Minimum six (6) years of experience; with demonstrated supervisory and managerial roles across Business, Technical, and Operations functions.

• Demonstrated success in leading cross-functional teams and initiatives, leveraging customer insights to drive strategic outcomes and enhance service delivery.

• Proven ability to influence stakeholders and align teams around customer-centric goals.

• Strong creative thinking and analytical problem-solving skills focused on continuous improvement and innovation.

• Track record of mentoring and developing team members to achieve high performance.

• Excellent communicator across written, verbal, and digital platforms, with a talent for simplifying complex ideas.

• Highly organized and methodical in managing competing priorities and operational workflows.

• Adaptable and proactive in dynamic environments, with a passion for driving positive change.

How we care for you:

• Financial Rewards: great compensation package, annual profit sharing, matching 401k and the ability to participate in Employee Stock Purchase Plan, Flexible Spending and Health Savings Accounts

• Work/Life Balance: Flexible paid time off, holidays and parental leave program, relocation assistance

• Health & Welfare: Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages

• Professional Skills Development: Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs

• Collaborative and Welcoming Workplace: Inclusive culture rooted in our values, enhanced by Employee Resource Groups, and team-building activities.

• Additional site-specific benefits may be offered

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Salary Range Transparency:

Salary Range Disclaimer

The base salary range represents the low and high end of the Moog salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Moog's total compensation package for employees. Other rewards may include annual bonuses, employee stock purchase plan, an open paid time off policy, and many region-specific benefits.

This position requires access to U.S. export-controlled information.

EOE/AA Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran

Moog is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 844-367-5787.