Customer Relations Manager (Aircraft Maintenance) - Orlando, FL

Become the Trusted Voice that Elevates Every Flight Experience!

We are hiring immediately a full-time Customer Service Manager as part of our Customer Service Team to support our customers.

What you’ll be doing:

In this role, you can expect to be the trusted face of the service center, guiding customers through every stage of their maintenance experience with clarity and confidence. You’ll coordinate work scopes, schedule updates, and financial details while strengthening long term customer relationships. You’ll also mentor peers and influence service quality, ensuring every visit reflects the highest standards of safety and professionalism.

Your responsibilities may include (but are not limited to):

• Customer Relationship Leadership: Serve as the primary point of contact for customers by greeting them on arrival, reviewing work scope, capturing new discrepancies, and ensuring a positive, seamless experience throughout the service visit

• Service Coordination & Communication: Define communication expectations, align approval processes, and keep customers updated on schedules, work scope, service bulletins, warranty programs, quotes, and pricing to ensure transparency and trust

• Work Scope Management & Approvals: Communicate initial work scope to Service Center teams, secure approvals for additional work, report schedule or cost-impacting changes, and ensure technical teams remain aligned with customer needs

• Financial Oversight & Invoicing: Partner with Finance to review program coverage, validate pricing, and build accurate preliminary invoices; provide final billing, collect payments when applicable, and deliver a thorough departure debrief to the customer

• Service Quality & Post‑Delivery Support: Follow up after delivery to resolve outstanding parts, maintenance, or billing issues; address Maintenance Visit Performance Evaluation feedback to elevate customer satisfaction and service quality

• Team Mentorship & Operational Guidance: Support and mentor peers by ensuring system training, sharing updates on process or system changes, assisting with dispute resolution, and providing financial performance updates to the General Manager