Aviation Customer Experience Manager

Textron Inc.; Western Australia; On-site; AUD 70,000 - 110,000; Full time

Job summary

Textron Aviation is seeking an experienced Customer Service Manager to join the Jandakot Service Centre in Perth, supporting the West Coast region. The CSM serves as the main point of contact with the Customer and for less tenured CSMs, coordinating with the Mgr Maintenance to ensure customer satisfaction.

You will coordinate with the Service Center Team, respond to inquiries, and drive positive relationships with current and future Customers while managing service scope, quotes, and schedules.

Qualifications

• 4 years of relative aircraft maintenance experience.
• Bachelor’s degree in Aviation or related field or equivalent.

Responsibilities

• Coordinate and communicate all aircraft issues with the customer.
• Meet customer upon arrival, review work scope, and note squawks as required during arrival debrief.
• Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.
• Adjust schedule as needed.
• Define communications and discrepancy approval process with the Customer throughout visit.
• Provide schedule estimate updates to the Customer.
• Obtain Customer approval for additional work and communicate changes to Mgr Maintenance.
• Post-delivery follow-up with Customer to resolve open issues.

Skills

Interpersonal savvy

Anticipate needs

Communication

Time management

Attention to detail

Prioritization

Motivation

Teamwork

Maintenance experience

Conflict resolution

Education

Bachelor’s degree in Aviation or related field or equivalent

4 years of relative aircraft maintenance experience

Job description

Textron Aviation is seeking an experienced Customer Service Manager to join the Jandakot Service Centre in Perth, supporting the West Coast region. The CSM serves as the main point of contact with the Customer and for less tenured CSMs, coordinating with the Mgr Maintenance to ensure customer satisfaction.

You will coordinate with the Service Center Team, respond to inquiries, and drive positive relationships with current and future Customers while managing service scope, quotes, and schedules.