Customer Service Manager - Houston, TX

　　Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members – now and in the future, beginning day one. Your success is our success.

　　Description

　　JOB SUMMARY:

　　The Customer Service Manager (CSM) serves asmain 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:

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　　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.

　　Review warranty programs.

　　Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.

　　Adjust schedule as needed

　　Discusscredit 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 after Customer debrief.

　　Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to TSM.

　　Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM

　　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 conjunctionwith Finance, reviews program coverage and pricing.Build, review and approve or change Pro Forma invoice

　　Responsible for participating in the Service Center safety culture.

　　Upon departure debrief, meet with Customer to:

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　　Review terms, work accomplished, list of open discrepancies and return aircraft logbook.

　　Delivers pro forma invoice and collect payment, as applicable.

　　Post-delivery follow-up with Customer:

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　　oAssures that open issues involving parts, return maintenance, or billing issues are resolved.

　　oAddresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.

　　Qualifications

　　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 and/or customer service experience is preferred

　　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

　　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.

　　EEO Statement

　　Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

　　Recruiting Company: Textron Aviation

　　Primary Location: US-Texas-Houston

　　Job Function: Flight Operations

　　Schedule: Full-time

　　Job Level: Manager without Direct Reports

　　Job Type: Standard

　　Shift: First Shift

　　Job Posting: 01/17/2024, 3:33:35 PM

　　Req ID: 320664