CUSTOMER SERVICE MANAGER

Job Summary

The Customer Service Manager (CSM) serves as the 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.
• Meet the customer upon arrival, review work scope, 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 verify Customer information in database.
• Provide schedule estimate update to the Customer.
• Communicate 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 communicate changes to TSM.
• Report exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM.
• Actively seek upselling opportunities in the areas of maintenance, parts, warranty, and other associated programs that provide value to the customer.
• Market Service Center capabilities to new and existing customers, fostering a positive relationship between the customer and the Textron Aviation service network.
• In conjunction with Finance, review program coverage and pricing; build, review, and approve or change Pro Forma invoice.
• Participate 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:
  • Ensure open issues involving parts, return maintenance, or billing issues are resolved.
  • Address Maintenance Visit Performance Evaluation issues with the Technical Service Manager.

Education / Experience

• Bachelor’s degree preferred, or in lieu of a degree, a minimum of 5 years of aircraft maintenance experience and/or relative customer service experience required.
• A&P License / Repairman / EASA Certificate preferred.
• Relative aircraft maintenance experience preferred.

Qualifications

• Excellent written and verbal communication.
• Interpersonally savvy; build and maintain strong customer relationships.
• Ability to anticipate and address customer needs.
• Possesses good organization and time management skills.
• Attention to detail, goal oriented.
• Ability to prioritize and manage time sensitive responsibilities.
• Maintenance experience preferred.
• A&P License preferred.
• Must be able to obtain and maintain an airport security badge through the local airport authority, if applicable.

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.