The Customer Service Manager (CSM) serves as main point of contact with the Customer. Works with the Service Center Team and Technical Service Manager (TSM) to maintain and develop a positive relationship with current and future Customers. Responds to Customer inquiries and is responsible for assuring Customer satisfaction by coordinating with the Service Center Team.
JOB RESPONSIBILITIES:
Coordinate and communicate all aircraft issues with the customer.
Meets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.
Review warranty programs.
Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.
Adjust schedule as needed
Discuss credit terms and collect prepay or deposits, if applicable.
Define communications and discrepancy approval process with the Customer throughout visit.
Confirm Customer’s schedule and verifies Customer information in database.
Provide schedule estimate update to the Customer.
Communicates initial service order and work scope to Lead after Customer debrief.
Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to TSM.
Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM
Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.
Markets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network
In conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change Pro Forma invoice
Responsible for participating in the Service Center safety culture.
Upon departure debrief, meet with Customer to:
Review terms, work accomplished, list of open discrepancies and return aircraft logbook.
Delivers pro forma invoice and collect payment, as applicable.
Post-delivery follow-up with Customer:
Assures that open issues involving parts, return maintenance, or billing issues are resolved.
Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.
EDUCATION/ EXPERIENCE:
Bachelor’s degree preferred or in lieu of degree a minimum of 5 years aircraft maintenance experience and/or relative customer service experience required.
A&P License/Repairman/ EASA Certificate is preferred
Relative aircraft maintenance experience is preferred
QUALIFICATIONS:
Interpersonal savvy, ability to build and maintain strong customer relationships
Ability to anticipate and address customer needs
Excellent written and verbal communication
Possesses good organization and time management skills
Attention to detail, goal oriented
Ability to prioritize and manage time sensitive responsibilities
Highly motivated
Ability to work in team environment
Maintenance experience preferred
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members – now and in the future, beginning day one. Your success is our success.
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
Recruiting Company
Textron Aviation
Primary Location
US-Florida-Orlando
Job Field
Flight Operations
Schedule
Full-time
Job Level
Manager without Direct Reports
Job Type
Standard
Shift
First Shift
Job Posting
04/18/2024, 12:45:54 PM
Seniority level
Associate
Employment type
Full-time
Job function
Other
Industries
Aviation and Aerospace Component Manufacturing
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