United Airlines Manager - MRO (Maintenance Repair & Overhaul) Customer Contact in San Francisco, California

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Technical Operations

Technical Operations is the maintenance, repair and overhaul division of United. The department includes maintenance technicians, engineers, planners, ground equipment and facilities teams, supply chain teams and more.

Job Overview and Responsibilities

The position of MRO Customer Contact Manager will provide a single point of contact for customers and production in relation to the sales of maintenance, repair, and overhaul services supplied by the Engine and Component maintenance shops.

Customer Interface

  • Provide single point of contact for customer inquiries

  • Track status of customer units through the repair cycle and report to customers

Production Shop and Sales Interface

  • Monitor financial performance of components within contracts and report to leadership

  • Coordinate quote creation with shops

  • Gather and analyze critical production metrics and report out.

  • Coordinate and analyze new business bids

  • Coordinate saleable capacity with Maintenance Sales

  • Provide analytical support to shops

  • Identify constraints and barriers to success

  • Participate in the development and implementations of corrective and preventive action when results deviate from contracts

  • Work closely with management and labor to ensure optimal productivity and a working together culture

  • Handle customer warranty and United warranty on current and future work

  • Monitor PMA incorporation and opportunities


  • BS Degree in related field plus two years’ experience or five years’ equivalent experience

  • Advanced Word and Excel skills (particularly including the ability to use Pivot Tables and Vlookup functions)

  • Excellent Written and Verbal Communication Skills

  • Results oriented with a demonstrated experience of balancing multiple tasks and priorities

  • Strong strategic business perspective and systems thinking capability and analytical and problem solving skills

  • Significant degree of customer sensitivity/acumen

  • Three (3) to five (5) years of experience in a MRO shop production environment and/or customer relations in MRO sales

  • Five (5) years of experience in aviation industry


  • Access and PowerPoint skills highly desirable

  • Working knowledge of COSMO/Walker/SCEPTRE/ARIBA/Warranty data base/Purchase Contracts and PSAA


  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualifications

  • Reliable, punctual attendance is an essential function of the position

  • United will consider applicants with criminal histories consistent with the Fair Chance Ordinance

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 66 Technical Operations/Maintenance

Function: Tech Ops / Maintenance - Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled