JOB SUMMARY:
The Customer Service Manager (CSM) serves as main point of contact with the Customer, as well as a main point of contact for less tenured Customer Service Managers (CSMs). Works with the Service Center Team 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 Technical Service Managers (TECHNICAL SERVICE MANAGER).
JOB RESPONSIBILITIES:
Familiar with 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.
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 and Technical Service Manager after Customer debrief.
Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Technical Service Manager
Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager
Assures that open issues involving parts, return maintenance, or billing issues are resolved.
Addresses Maintenance Visit Performance Evaluation issues with the Service Team Leader
Ensuring CSMs who transition to the service center receive adequate training on the systems that interface with the customer
Oversee customer disputes and ensure that we are addressing in a reasonable timeframe.
Ensure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.
Generation and accuracy of the Bill Stat
Analysis and feedback on previous workorders for financial impact.
EDUCATION/ EXPERIENCE:
One or more of the below education and experience combinations is required:
4 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.
6 years of relative aircraft maintenance experience
2 years of relative aircraft maintenance experience. Bachelor’s degree in Aviation or related field
Preferred:
Prior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience
A&P / Repairman / EASA License
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
Conflict resolution
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 Inc. must comply with U.S. export control laws and regulations. If a position requires access to sensitive information controlled under these laws and regulations, a successful applicant must be eligible to meet any requirements to access controlled information.
