Job Information
Textron CUSTOMER SERVICE MANAGER in Île, France
CUSTOMER SERVICE MANAGER
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:
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
VII.Responsible for participating in the Service Center safety culture.
VIII.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.
IX.Post-delivery follow-up with Customer:
a.Assures that open issues involving parts, return maintenance, or billing issues are resolved.
b. Addresses 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.Relative aircraft maintenance experience is preferred
QUALIFICATIONS:
Excellent written and verbal communication
Interpersonally savvy; build and maintain strong customer relationships
Ability to anticipate and address customer needs
Possesses good organization and time management skills
Attention to detail, goal oriented
Ability to prioritize and manage time sensitive responsibilities
Maintenance experience preferred
Must be able to obtain and maintain an airport security badge through the local airport authority, if applicable.
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.
Recruiting Company: Textron Aviation
Primary Location: France-Île-de-France-Le Bourget
Job Function: Flight Operations
Schedule: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Shift: Second Shift
Job Posting: 03/12/2024, 2:37:38 AM
Job Number: 322111