o 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
o Assures that open issues involving parts, return maintenance, or billing issues are resolved.
o Addresses Maintenance Visit Performance Evaluation issues with the Service Team Leader
Provide guidance and mentorship to peers as needed, including but not limited to:
o Ensuring CSMs who trasition to the service center receive adequate training on the systems that interface with the customer
o Oversee customer disputes and ensure that we are addressing in a reasonable timeframe.
o 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
o Generation and accuracy of the Bill Stat
o Analysis and feedback on previous workorders for financal impact.
EDUCATION/ EXPERIENCE
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
QUALIFICATIONS
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.
