Customer Service Manager - 1st Shift

JOB SUMMARY

The Customer Service Manager (CSM) serves as the 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

• Cookes aircraft issues with the customer.
• Mets customer upon arrival, reviews work scope with Customer and adds squawks as required during arrival debrief.
• Familiar with warranty programs. Discusses applicable service bulletins, quotes, and flat rates as required by the Customer.
• Adjusts schedule as needed.
• Discusses credit terms and collects prepay or deposits, if applicable.
• Defines communications and discrepancy approval process with the Customer throughout visit.
• Confirms Customer’s schedule and verifies Customer information in database. Provides schedule estimate update to the Customer.
• Communicates initial service order and work scope to Lead and Technical Service Manager after Customer debrief. Obtains 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.
• Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.
• Marketing 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 preliminary invoice.
• Communicates safety expectations of the Service Center.
• Conducts departure debrief with customer: Reviews terms, discusses completed work, and addresses any deferred discrepancies.
• Provides an invoice and collects 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 Service Team Leader.
• Provides guidance and mentorship to peers as needed, including but not limited to: Ensuring CSMs who transition to the service center receive adequate training on the systems that interface with the customer.
• Oversees customer disputes and ensures that we are addressing in a reasonable timeframe. Ensures all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.
• Provides General Manager with financial updates to include: 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
• 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.