Aviation Maintenance Customer Experience Manager

Cessna Aircraft Company; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401K match

Education assistance

Flight training bonus

Fertility support

Discounted childcare

Job summary

Textron Aviation in Orlando, FL seeks a full-time Customer Relations Manager (Aircraft Maintenance) to guide customers through their maintenance experience, coordinate work scopes, schedules, and pricing, and elevate service quality.

You will be the trusted face of the service center, lead customer relationships, define communications, secure approvals for additional work, and mentor peers while ensuring safety and professionalism.

Qualifications

• Bachelor’s degree in aviation or related field with 2 years of relative aircraft maintenance experience is required.
• In lieu of degree, a minimum of 4 years of aircraft maintenance experience and/or A&P license or 2-year technical degree is required.
• In lieu of degree or license, a minimum of 6 years of aircraft maintenance experience is required.
• A&P/Repairman/EASA License is preferred along with aviation Customer Service, Aircraft Maintenance or Service Center experience is preferred.

Responsibilities

• Serve as primary customer contact by greeting on arrival, reviewing work scope, capturing new discrepancies, and ensuring a positive, seamless experience throughout the service visit.
• Define communication expectations, align approval processes, and keep customers updated on schedules, work scope, service bulletins, warranty programs, quotes, and pricing to ensure transparency and trust.
• Communicate initial work scope to Service Center teams, secure approvals for additional work, report schedule or cost-impacting changes, and ensure technical teams remain aligned with customer needs.
• Partner with Finance to review program coverage, validate pricing, and build accurate preliminary invoices; provide final billing and deliver a thorough departure debrief to the customer.
• Follow up after delivery to resolve outstanding parts, maintenance, or billing issues; address Maintenance Visit Performance Evaluation feedback to elevate customer satisfaction and service quality.
• Support and mentor peers by ensuring system training, sharing updates on process or system changes, assisting with dispute resolution, and providing financial performance updates to the General Manager.

Education

Bachelor’s degree in aviation or related field

A&P license or 2-year technical degree

6 years of aircraft maintenance experience

Job description

Textron Aviation in Orlando, FL seeks a full-time Customer Relations Manager (Aircraft Maintenance) to guide customers through their maintenance experience, coordinate work scopes, schedules, and pricing, and elevate service quality.

You will be the trusted face of the service center, lead customer relationships, define communications, secure approvals for additional work, and mentor peers while ensuring safety and professionalism.