Job Details

Customer Service Manager - 1st ShiftTextron 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 SummaryThe 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 ResponsibilitiesCoordinate 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 neededDiscuss 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 ManagerReports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service ManagerActively 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 networkIn conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change preliminary invoiceResponsible 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 LeaderProvide 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 customerOversee 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 includeGeneration and accuracy of the Bill StatAnalysis and feedback on previous workorders for financial impact.Education and Experience4 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.6 years of relative aircraft maintenance experience2 years of relative aircraft maintenance experience. Bachelor's degree in Aviation or related fieldPreferred ExperiencePrior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experienceA&P / Repairman / EASA LicenseSkills and QualificationsInterpersonal savvy, ability to build and maintain strong customer relationshipsAbility to anticipate and address customer needsExcellent written and verbal communicationPossesses good organization and time management skillsAttention to detail, goal orientedAbility to prioritize and manage time sensitive responsibilitiesHighly motivatedAbility to work in team environmentMaintenance experience preferredConflict resolutionBenefitsJoin Textron Aviation's Kansas team and you may be eligible for a $5,000 state of Kansas Aviation tax credit for up to five years. Visit for more information on the tax credit.EEO StatementTextron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.Job InformationRecruiting Company: Textron AviationPrimary Location: US-Kansas-WichitaJob Function: Flight OperationsSchedule: Full-timeJob Level: Manager without Direct ReportsJob Type: ExperiencedShift: First Shift#J-18808-Ljbffr