CUSTOMER SERVICE MANAGER

CUSTOMER SERVICE MANAGER

JOB SUMMARY

The Customer Service Manager (CSM) serves as 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

1. 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 Lead after Customer debrief.
11. Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to TSM.
12. Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM.
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 invoice.
16. Responsible for participating in the Service Center safety culture.
17. Upon departure debrief, meet with Customer to:
    1. Review terms, work accomplished, list of open discrepancies and return aircraft logbook.
    2. Delivers pro forma invoice and collect payment, as applicable.
18. Post-delivery follow-up with Customer:
    1. Assures that open issues involving parts, return maintenance, or billing issues are resolved.
    2. Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.

EDUCATION/ EXPERIENCE

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