Customer Service Manager - Perth

Job Description

Job Description - Customer Service Manager - Perth (330611) Job Number: 330611 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. Job Summary: The Customer Service Manager (CSM) serves as the main point of contact with the Customer. 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 Service Center Team. Job Responsibilities: Coordinate and communicate all aircraft issues with the customer. Meet customer upon arrival, review 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 Customer’s schedule and verify Customer information in database. Provide schedule estimate update to the Customer. Communicate 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 communicate changes to Maintenance Manager. Report exceptions in work progress affecting schedule commitments and cost of maintenance to the Maintenance Manager. Actively seek upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer. Market Service Center capabilities to new and existing customers. Foster a positive relationship between the customer and the Textron Aviation service network. In conjunction with Finance, review program coverage and pricing. Build, review and approve or change Pro Forma invoice. Participate 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. Deliver pro forma invoice and collect payment, as applicable. Post-delivery follow-up with Customer:Assure that open issues involving parts, return maintenance, or billing issues are resolved. Address Maintenance Visit Performance Evaluation issues with the Maintenance Manager. Qualifications and 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.• 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 a team environment. #J-18808-Ljbffr