Customer Service Manager

Textron•Wichita, KS

83d

About The Position

The Customer Service Manager (CSM) serves as main point of contact with the Customer, as well as a main point of contact for less tenured Custromer 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).

Requirements

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
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

Nice To Haves

Prior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience
A&P / Repairman / EASA License

Responsibilities

Coordinate and communicate all aircraft issues with the customer.
Meets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.
Familiar with 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 verifies Customer information in database.
Provide schedule estimate update to the Customer.
Communicates initial service order and work scope to Lead and Technical Service Manager after Customer debrief.
Obtain 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.
Markets 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. Build, review and approve or change preliminary invoice
Responsible for communicating safety expectations of the Service Center.
Conduct departure debrief with customer: Review terms, discuss completed work, and address any deferred discrepancies.
Provide an invoice and collect 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
Provide guidance and mentorship to peers as needed, including but not limited to:
Ensuring CSMs who trasition to the service center receive adequate training on the systems that interface with the customer
Oversee customer disputes and ensure that we are addressing in a reasonable timeframe.
Ensure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.
Provide General Manager with financial updates to include
Generation and accuracy of the Bill Stat
Analysis and feedback on previous workorders for financal impact.