Customer Service Manager - QLD
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.
JOB 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 verify Customer information in database.
* Provide schedule estimate update to the Customer.
* Communicate 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 communicate changes to Mgr Maintenance.
* Report 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.
* Market Service Center capabilities to new and existing customers. Foster a positive relationship between the customer and the Textron Aviation service network.
* In conjunction with Finance, review 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 they are addressed in a reasonable timeframe; Ensure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives 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.
QUALIFICATIONS
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.
Recruiting Company: Textron Aviation
Primary Location: Australia-Queensland
Job Function: Flight Operations
Schedule: Full-time
Job Level: Individual Contributor
Job Type: Standard
Shift: First Shift
Job Posting: 03/25/2026, 10:33:51 AM
Job Number: 340615
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