Customer Relations Manager – Aircraft Maintenance
Job Location:
Orlando, FL - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
EDUCATION/ EXPERIENCE:
- Bachelors 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 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.
JOB SUMMARY:
The Customer Service Manager (CSM) serves as main 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:
- 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
- Discuss credit terms and collect prepay or deposits if applicable.
- Define communications and discrepancy approval process with the Customer throughout visit.
- Confirm Customers 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:
- 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:
- Assures that open issues involving parts return maintenance or billing issues are resolved.
- Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.
Required Experience:
Manager
Key Skills
- Aerospace Engineering
- Aircraft Maintenance
- Project Risk Management
- Federal Aviation Administration
- Aircraft Parts
- Aircraft Propulsion
- Aircraft Systems
- Avaition
- Airframe
- Routine Maintenance
- Maintenance Engineering
- Aeronautical Engineering
- Aircraft Structures
- Ground Support Equipment
- Avionics
About Company
Your day demands everything you have. Every capability in your tool kit should work as hard as you do. When everything’s on the line, Textron Systems is with you. Because the right technologies and the right support are powerful. Groundbreaking thinking across domains, with your succe ... View more
