Customer Service Manager – Perth

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.

JOB SUMMARY

We are seeking an experienced Customer Service Manager (CSM) to join our Jandakot Service Centre in Perth, supporting the West Coast region. The 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 Mgr Maintenance.

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 Mgr Maintenance after Customer debrief.
• Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Mgr Maintenance.
• Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Mgr Maintenance.
• 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.
• Addressees Maintenance Visit Performance Evaluation issues with the Service Team Leader.
• Provide guidance and mentorship to peers as needed.
• Ensure 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 work orders for financial impact.

QUALIFICATIONS

• 4 years of relative aircraft maintenance experience.
• Bachelor’s degree in Aviation or related field or equivalent preferred.
• Prior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience.
• 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 team environment.
• Maintenance experience preferred.
• Conflict resolution.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.