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- Aufgaben: Lead customer interactions and manage aircraft maintenance projects at our Service Center.
- Arbeitgeber: Join Textron Aviation, a leader in the aviation industry known for innovation and quality service.
- Mitarbeitervorteile: Enjoy a dynamic work environment with opportunities for growth and development.
- Warum dieser Job: Be the key player in enhancing customer satisfaction and building lasting relationships in aviation.
- Gewünschte Qualifikationen: Bachelor’s degree preferred or 3 years of relevant experience; strong communication skills required.
- Andere Informationen: Must be willing to work late shifts and obtain an airport security badge.
Das voraussichtliche Gehalt liegt zwischen 42000 - 84000 € pro Jahr.
JOB SUMMARY:
The Customer Service Manager (CSM) serves as the main point of contact with the Customer and is the project manager for all maintenance and modification activities at the Service Center. He reports directly to the General Manager and works with the full Service Center Team to maintain and develop a positive relationship with current and future Customers and to drive aircraft maintenance and modification projects. Responds to Customer inquiries and is responsible for assuring Customer satisfaction by coordinating with the Service Center Team.
JOB RESPONSIBILITIES:
- Project Management of aircraft maintenance and modification activities at the service center and coordinate and communicate all aircraft issues with the customer.
- Meets customer upon arrival, reviews work scope with Customer and adds 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 Certifying Staff/Technical Lead after Customer debrief.
- Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Certifying Staff/Technical Lead.
- Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Certifying Staff/Technical Lead and potentially escalates to the TSM, MM and GM.
- 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. Builds, reviews, and approves or changes Pro Forma invoices and manages on-time customer payments.
- 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.
- Deliver pro forma invoice and collect payment, as applicable.
- Post-delivery follow-up with Customer:
- Assure that open issues involving parts, return maintenance, or billing issues are resolved.
- Address Maintenance Visit Performance Evaluation issues with the Technical Service Manager.
QUALIFICATIONS:
- Bachelor’s degree preferred or in lieu of degree a minimum of 3 years technical experience and/or relative customer service experience required.
- Excellent written and verbal communication in English (additional language preferred).
- Interpersonally savvy; build and maintain strong customer relationships.
- Ability to anticipate and address customer needs.
- Possesses good organization and project management skills.
- Attention to detail, goal-oriented.
- Ability to prioritize and manage time-sensitive responsibilities.
- Maintenance experience and technical knowledge are preferred.
- Must be able to obtain and maintain an airport security badge through the local airport authority.
- Willingness to work late shifts in a two-shift system.
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Customer Service Manager (m/w/d) Arbeitgeber: Bell
Kontaktperson:
Bell HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Customer Service Manager (m/w/d)
✨Tip Number 1
Make sure to highlight your project management skills during the interview. Be prepared to discuss specific examples of how you've successfully managed customer projects in the past, especially in a technical or maintenance context.
✨Tip Number 2
Familiarize yourself with the aircraft maintenance and modification processes. Understanding the technical aspects will help you communicate effectively with both customers and the service team, showcasing your expertise.
✨Tip Number 3
Demonstrate your interpersonal skills by preparing to discuss how you've built and maintained strong relationships with customers in previous roles. Share stories that illustrate your ability to anticipate and address customer needs.
✨Tip Number 4
Be ready to talk about upselling opportunities you've identified in past positions. Show how you can add value to the customer experience while also benefiting the company through increased sales.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Customer Service Manager (m/w/d)
Tipps für deine Bewerbung 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Customer Service Manager. Highlight your project management skills and experience in customer service, especially in technical environments.
Tailor Your CV: Customize your CV to reflect relevant experience that aligns with the job description. Emphasize your communication skills, ability to build relationships, and any technical knowledge you possess.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to manage projects effectively. Mention specific examples of how you've successfully handled customer inquiries or resolved issues in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no grammatical errors and that your writing is clear and professional, as excellent communication skills are crucial for this role.
Wie du dich auf ein Vorstellungsgespräch bei Bell vorbereitest
✨Showcase Your Project Management Skills
As a Customer Service Manager, you'll be managing various aircraft maintenance projects. Be prepared to discuss your previous project management experiences, highlighting how you coordinated tasks and communicated with teams to ensure customer satisfaction.
✨Demonstrate Strong Communication Abilities
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely, and be ready to provide examples of how you've effectively communicated with customers and team members in the past.
✨Highlight Your Customer Relationship Building
Building and maintaining strong relationships with customers is crucial. Share specific instances where you successfully fostered positive relationships and addressed customer needs, showcasing your interpersonal skills.
✨Prepare for Technical Questions
While technical knowledge is preferred, it's important to show your willingness to learn. Brush up on basic aircraft maintenance concepts and be ready to discuss how your experience can translate into understanding technical issues that may arise.
