Aviation Customer Success Manager - 1st Shift

Textron; Wichita (KS); Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

Textron Aviation is seeking a Customer Service Manager (1st Shift) to lead the customer interface and coordinate with Service Center teams. You will manage work scopes, quotes, schedules, and invoicing while ensuring customer satisfaction and retention.

The role requires strong communication, aviation maintenance experience, and a focus on process improvements and upselling opportunities within Textron Aviation service network.

Qualifications

• Strong customer service background in aviation or related industries.
• Experience coordinating with service centers and customers to manage work scopes.
• Ability to upsell maintenance, parts, warranties, and related programs.
• Familiarity with service bulletins, quotes, and pricing.
• Strong communication across customers, finance, and service teams.

Responsabilités

• 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.
• 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.
• Provide schedule estimate update to the Customer.
• Communicates initial service order and work scope to Lead and Technical Service Manager after Customer debrief.
• Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Technical Service Manager.
• Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager.
• Actively seeks upselling opportunities in maintenance, parts, warranty and other programs.
• Markets Service Center capabilities to new and existing customers; fosters positive relationship with Textron Aviation service network.
• Reviews program coverage and pricing with Finance; builds/approves/changing preliminary invoice.
• Communicates safety expectations of the Service Center.
• Conduct departure debrief with customer; review terms and completed work.
• Provide an invoice and collect payment, as applicable.
• Post-delivery follow-up with Customer.
• Ensures open issues are resolved and maintains customer satisfaction.
• Addresses maintenance visit performance evaluation issues with Service Team Leader.
• Provides guidance and mentorship to peers; ensures CSM training on interfacing systems.
• Oversees customer disputes and ensures timely resolution.
• Keeps CSMs informed about iMRO system changes and new initiatives.
• Provides General Manager with financial updates and reports.

Connaissances

Interpersonal savvy

Customer focus

Verbal communication

Written communication

Organization

Time management

Detail oriented

Team player

Maintenance experience

Conflict resolution

Formation

4 years of aircraft maintenance experience / A&P license or 2 year tech degree

6 years of aircraft maintenance experience

2 years of aircraft maintenance experience / Bachelor's in Aviation

Prior Textron Aviation or related industry experience

A&P / Repairman / EASA License

Description du poste

Textron Aviation is seeking a Customer Service Manager (1st Shift) to lead the customer interface and coordinate with Service Center teams. You will manage work scopes, quotes, schedules, and invoicing while ensuring customer satisfaction and retention.

The role requires strong communication, aviation maintenance experience, and a focus on process improvements and upselling opportunities within Textron Aviation service network.