Job Number:

The 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.

oFamiliar with warranty programs.

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

oAdjust schedule as needed

oDiscuss credit terms and collect prepay or deposits, if applicable.

·Define communications and discrepancy approval process with the Customer throughout visit.

oConfirm Customer’s schedule and verifies Customer information in database.

oProvide schedule estimate update to the Customer.

oCommunicates initial service order and work scope to Lead and Mgr Maintenance after Customer debrief.

oObtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Mgr Maintenance

oReports 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.

·Markets Service Center capabilities to new and existing customers.Fosters a positive relationship between the customer and the Textron Aviation service network

·In conjunction with Finance, reviews 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:

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

oAddresses Maintenance Visit Performance Evaluation issues with the Service Team Leader

·Provide guidance and mentorship to peers as needed, including but not limited to:

oEnsuring CSMs who transition to the service center receive adequate training on the systems that interface with the customer

oOversee customer disputes and ensure that we are addressing in a reasonable timeframe.

oEnsure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.

·Provide General Manager with financial updates to include

oGeneration and accuracy of the Bill Stat

Analysis and feedback on previous workorders for financial impact

EDUCATION/ EXPERIENCE:

One or more of the below education and experience combinations is required:

·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

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.