MRO Customer Service Manager

TN France; Paris; Sur place; EUR 45 000 - 75 000; Plein temps

Résumé du poste

An established industry player is seeking a dynamic MRO Customer Service Manager to enhance customer satisfaction at their business jet facility in Paris. This role involves coordinating aircraft issues, building strong customer relationships, and ensuring seamless communication throughout the service process. With a focus on customer needs, you will manage service orders, review warranty programs, and actively pursue upselling opportunities. The ideal candidate will have a background in aircraft maintenance and a passion for delivering exceptional service in a fast-paced environment. Join this innovative firm and make a significant impact in the aviation industry.

Qualifications

• 5+ years of aircraft maintenance experience in a customer-facing role.
• Strong organization and time management skills are essential.

Responsabilités

• Coordinate and communicate all aircraft issues with the customer.
• Discuss applicable service bulletins and quotes as required by the customer.
• Actively seek upselling opportunities in maintenance and parts.

Connaissances

Aircraft MRO

Customer Service

Interpersonal Skills

Organization Skills

Time Management

Formation

Bachelor's Degree

Description du poste

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Our client is actively hiring a new MRO Customer Service Manager on a permanent basis at their business jet MRO facility in Paris.

Key skills required for this role:

Aircraft MRO & Customer Service

Important:

Aircraft MRO & Customer Service

The Customer Service Manager (CSM) serves as the main point of contact with the customer, working with the Service Center Team and Technical Service Manager (TSM) to maintain and develop positive relationships with current and future customers. Responds to customer inquiries and is responsible for ensuring customer satisfaction by coordinating with the Service Center Team.

JOB RESPONSIBILITIES:

1. Coordinate and communicate all aircraft issues with the customer.
2. Meet the customer upon arrival, review work scope, and add squawks as required during the arrival debrief.
3. Review warranty programs.
4. Discuss applicable service bulletins, quotes, and flat rates as required by the customer.
5. Adjust schedule as needed.
6. Discuss credit terms and collect prepay or deposits, if applicable.
7. Define communication and discrepancy approval processes with the customer throughout the visit.
8. Confirm the customer's schedule and verify customer information in the database.
9. Provide schedule estimate updates to the customer.
10. Communicate the initial service order and work scope to the lead after customer debrief.
11. Obtain customer approval for any additional work and communicate changes to TSM.
12. Report exceptions in work progress affecting schedule commitments and maintenance costs to the TSM.
13. Actively seek upselling opportunities in maintenance, parts, warranty, and other programs that add value to the customer.
14. Market service center capabilities to new and existing customers, fostering positive relationships.
15. In conjunction with Finance, review program coverage and pricing, and build, review, and approve or modify pro forma invoices.

VII. Participate in the service center's safety culture.

VIII. Upon departure, meet with the customer to:

1. Review terms, work completed, open discrepancies, and return aircraft logbook.
2. Deliver pro forma invoice and collect payment, as applicable.
3. Post-delivery follow-up to resolve open issues related to parts, maintenance, or billing.
4. Address maintenance visit performance issues with the TSM.

EDUCATION/EXPERIENCE:

• Bachelor's degree preferred.
• A minimum of 5 years of aircraft maintenance experience in a customer-facing role, ideally within a business jet MRO environment.

QUALIFICATIONS:

• Interpersonally savvy; capable of building and maintaining strong customer relationships.
• Ability to anticipate and address customer needs.
• Strong organization and time management skills.
• Attention to detail and goal-oriented.
• Ability to prioritize and manage time-sensitive responsibilities.
• Maintenance experience preferred.
• Must be able to obtain and maintain an airport security badge, if applicable.