Customer Service Manager - 1st Shift

JOB SUMMARY:

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 Technical Service Managers (TECHNICAL SERVICE MANAGER).

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.

• Familiar with 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 and Technical Service Manager after Customer debrief.

• Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Technical Service Manager

• Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager

• 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:

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

• Addresses Maintenance Visit Performance Evaluation issues with the Service Team Leader

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

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

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

• Ensure 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

• Generation and accuracy of the Bill Stat

• Analysis and feedback on previous workorders for financial impact.