Customer Service Manager - Le Bourget, France - Textron Aviation
Description
CUSTOMER SERVICE MANAGER
JOB SUMMARY:
The Customer Service Manager (CSM) serves as main 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
- 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 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 conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change Pro Forma invoice
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.
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.
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.
- A&P License/Repairman/ EASA Certificate is preferred
- 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
- A&P License preferred
- Must be able to obtain and maintain an airport security badge through the local airport authority, if applicable.
- **
Recruiting Company Textron Aviation
Primary Location France-Île-de-France-Le Bourget
Job Field Flight Operations
Schedule Full-time
Job Level Individual Contributor
Shift First Shift
Job Posting 08/30/2023, 7:40:56 AM
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