Overview
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 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 Mgr Maintenance.
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 Mgr Maintenance after Customer debrief.
* Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Mgr Maintenance
* Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Mgr Maintenance
* 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 transition 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 financial impact
Education / Experience
* 2 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.
* 4 years of relative aircraft maintenance experience
* Bachelor's degree in Aviation or related field
Preferred
* Prior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience
* A&P / Repairman / CASA 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
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