About this role
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 requiredduring 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 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 andcommunicates changes to TSM.
- Reports exceptions in work progress affecting schedule commitments and cost ofmaintenance to the TSM
- Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and otherassociated programs that provide value to the customer.
- Markets Service Center capabilities to new and existing customers. Fosters a positiverelationship between the customer and the Textron Aviation service network
- In conjunction with Finance, reviews program coverage and pricing. Build, review and approve orchange 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.
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.
QUALIFICATONS:
- 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
Other facts
About Textron
In 1954, in a one-room machine shop in Augusta, Georgia, the first Textron Specialized Vehicles products were born. Two brothers started with a simple belief that they could build a better golf car, that better met the customers' needs, than any other vehicle on the market.
Since those beginnings, the Textron Specialized Vehicles product line includes not only golf cars, but also ground support equipment for the aviation industry, industrial utility vehicles, and recreational side-by-side UTVs. The company has become a world leader in transportation and a leading global manufacturer of golf cars, side-by-sides, utility vehicles, personal transportation vehicles and aviation ground support equipment. We build thousands of vehicles each year, many of which featuring game-changing technology and innovations to improve vehicle efficiency and enhance the user experience like no other vehicle can. Today, Textron Specialized Vehicles includes brands that are leaders in the respective industries they serve -- Cushman®, E-Z-GO®, Arctic Cat®, Jacobsen®, Ransomes®, TUG™, Douglas™, Premier™, and Safeaero™.
Since 1960, the company has been part of Textron Inc. (NYSE: TXT), a global multi-industry company headquartered in Providence, RI. A Fortune 500 company with more than 35,000 employees worldwide and operations in 25 countries, Textron is known for its powerful brands, including E-Z-GO, Cessna, Beechcraft, Hawker, Bell, and Kautex, among others.
But nearly 70 years after our first product was built in that one-room shop, there is still that single belief – that we exist to build vehicles and services that exceed customers' expectations, better than any other offering on the market. It is the drive to sustain and improve that position – to offer an unparalleled combination of world-class products, advanced technology, manufacturing expertise, and extraordinary service – that leads Textron Specialized Vehicles to cover new ground.
What you'll do
- The Customer Service Manager coordinates all aircraft issues with customers and ensures customer satisfaction by working closely with the Service Center Team. They also seek upselling opportunities and maintain positive relationships with current and future customers.
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