Customer Service Manager (First Shift) - Houston, TX

Textron • Houston, TX

4d • Onsite

About The Position

Become the Trusted Voice that Elevates Every Flight Experience! We are hiring immediately a full-time Customer Service Manager as part of our Customer Service Team to support our customers. What you'll be doing: In this role, you can expect to be the trusted face of the service center, guiding customers through every stage of their maintenance experience with clarity and confidence. You'll coordinate work scopes, schedule updates, and financial details while strengthening long term customer relationships. You'll also mentor peers and influence service quality, ensuring every visit reflects the highest standards of safety and professionalism.

Requirements

• Bachelor's degree in aviation or related field with 2 years of relative aircraft maintenance experience is required
• In lieu of degree, a minimum of 4 years of aircraft maintenance experience and/or A&P license or 2-year technical degree is required
• In lieu of degree or license, a minimum of 6 years of aircraft maintenance experience is required

Nice To Haves

• A&P/Repairman/EASA License is preferred along with aviation Customer Service, Aircraft Maintenance or Service Center experience is preferred

Responsibilities

• Serve as the primary point of contact for customers by greeting them on arrival, reviewing work scope, capturing new discrepancies, and ensuring a positive, seamless experience throughout the service visit
• Define communication expectations, align approval processes, and keep customers updated on schedules, work scope, service bulletins, warranty programs, quotes, and pricing to ensure transparency and trust
• Communicate initial work scope to Service Center teams, secure approvals for additional work, report schedule or cost-impacting changes, and ensure technical teams remain aligned with customer needs
• Partner with Finance to review program coverage, validate pricing, and build accurate preliminary invoices; provide final billing, collect payments when applicable, and deliver a thorough departure debrief to the customer
• Follow up after delivery to resolve outstanding parts, maintenance, or billing issues; address Maintenance Visit Performance Evaluation feedback to elevate customer satisfaction and service quality
• Support and mentor peers by ensuring system training, sharing updates on process or system changes, assisting with dispute resolution, and providing financial performance updates to the General Manager

Benefits

• 401K company match + additional annual contribution equal to 4% of eligible compensation
• Education assistance for undergraduate, graduate, and certificate programs, compensated at the start of the semester
• Flight training bonus program for earning pilot certifications
• Fertility and adoption assistance, along with discounted childcare and planning
• Eligibility for a $5,000 state of Kansas Aviation tax credit

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees