Customer Service Manager (m/w/d)

Job Description – Customer Service Manager (m/w/d) (329610)

Job Number:

329610

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.

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:

1. Project Management of aircraft maintenance and modification activities at the service center and coordinate and communicate all aircraft issues with the customer.
2. Meets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.
3. Review warranty programs.
4. Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.
5. Adjust schedule as needed.
6. Discuss credit terms and collect prepay or deposits, if applicable.
7. Define communications and discrepancy approval process with the Customer throughout visit.
8. Confirm Customer’s schedule and verifies Customer information in database.
9. Provide schedule estimate update to the Customer.
10. Communicates initial service order and work scope to Certifying Staff/Technical Lead after Customer debrief.
11. Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Certifying Staff/Technical Lead.
12. 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.
13. Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.
14. Markets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network.
15. In conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change Pro Forma invoices and manages on time customer payments.
16. Responsible for participating in the Service Center safety culture.
17. Upon departure debrief, meet with Customer to review terms, work accomplished, list of open discrepancies and return aircraft logbook.
18. Delivers pro forma invoice and collect payment, as applicable.
19. Post-delivery follow-up with Customer: Assures that open issues involving parts, return maintenance, or billing issues are resolved.
20. Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.

QUALIFICATIONS:

1. Bachelor’s degree preferred or in lieu of degree a minimum of 3 years technical experience and/or relative customer service experience required.
2. Excellent written and verbal communication in English (additional language preferred).
3. Interpersonally savvy; build and maintain strong customer relationships.
4. Ability to anticipate and address customer needs.
5. Possesses good organization and project management skills.
6. Attention to detail, goal oriented.
7. Ability to prioritize and manage time sensitive responsibilities.
8. Maintenance experience and technical knowledge are preferred.
9. Must be able to obtain and maintain an airport security badge through the local airport authority.
10. Willingness to work late shifts in a two-shift system.

Primary Location

Flight Operations

Schedule

Full-time

Job Level

Standard

Shift

First Shift

Job Posting

01/07/2025, 3:05:22 PM

Textron values diversity to enhance our businesses.

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