Senior Aviation Customer Service Manager

Textron; Western Australia; On-site; AUD 110,000 - 160,000; Full time

Job summary

Textron Aviation in Perth, Australia, seeks an experienced Customer Service Manager to join the Jandakot Service Centre serving the West Coast region. The CSM acts as the main contact for customers and junior CSMs, coordinating with the Maintenance Manager to ensure satisfaction and timely service.

You will respond to inquiries, manage work scope, and shepherd service orders from arrival to post-delivery follow-up, while building strong customer relationships and promoting Textron Aviation

Qualifications

• 4 years of relative aircraft maintenance experience
• Bachelor's degree in Aviation or related field or equivalent
• Prior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience
• Interpersonal savvy and ability to build strong customer relationships
• Ability to anticipate and address customer needs
• Excellent written and verbal communication

Responsibilities

• Coordinate and communicate all aircraft issues with the customer
• Meet customer upon arrival, review work scope and add squawks as required
• Discuss warranties, service bulletins, quotes, and rates with the customer
• Adjust schedules as needed and discuss credit terms or deposits
• Provide schedule updates and communicate changes to the maintenance manager
• Obtain customer approval for additional work and relay changes to the Mgr Maintenance
• Upsell maintenance, parts, warranty, and other programs providing value to the customer
• Market service center capabilities to new and existing customers and foster relationships
• Review program coverage and pricing with Finance and prepare preliminary invoices
• Communicate safety expectations of the Service Center
• Conduct departure debrief, review terms, and address discrepancies
• Provide invoices and collect payment as applicable
• Follow up post-delivery to resolve open issues and maintenance concerns
• Oversee disputes and ensure timely resolution with the service team leadership
• Ensure CSMs are trained on iMRO system changes and new initiatives
• Provide the GM with financial updates and bill status
• Analyze past work orders for financial impact

Skills

Interpersonal skills

Verbal communication

Written communication

Organization & time management

Attention to detail

Teamwork

Conflict resolution

Maintenance experience

Education

Bachelor's degree in Aviation or related field

Job description

Textron Aviation in Perth, Australia, seeks an experienced Customer Service Manager to join the Jandakot Service Centre serving the West Coast region. The CSM acts as the main contact for customers and junior CSMs, coordinating with the Maintenance Manager to ensure satisfaction and timely service.

You will respond to inquiries, manage work scope, and shepherd service orders from arrival to post-delivery follow-up, while building strong customer relationships and promoting Textron Aviation