CUSTOMER SERVICE MANAGER - Midlantic Region

Dassault Falcon Jet; Little Ferry (NJ); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company in the aviation sector is seeking a Customer Service Manager for the Midlantic Region. The role involves developing strong customer relationships, ensuring aircraft reliability, and managing customer satisfaction through effective communication and support. Ideal candidates will have significant experience in business jet maintenance and excellent interpersonal skills.

Qualifications

• 5-7 years of business jet maintenance experience, preferably with Falcon aircraft.
• A&P license, driver's license, and willingness to travel required.

Responsibilities

• Maintain liaison with customer management and assist in aircraft operations.
• Track customer contact information and aircraft locations.
• Prepare and submit reports timely.

Skills

Leadership skills

Communication skills

Customer relationship management

Technical knowledge of aircraft

Education

Associate's degree or equivalent experience

Tools

MS Office

Databases

Job description

CUSTOMER SERVICE MANAGER - Midlantic Region

Join to apply for the CUSTOMER SERVICE MANAGER - Midlantic Region role at Dassault Falcon Jet.

Job Summary

The Customer Service Manager will communicate and develop a business relationship with the customer’s management (Aviation Department Manager, Vice President, Chief Pilot, Pilots) to ensure aircraft reliability, cost of operations, and product satisfaction that meets or exceeds expectations. Communications include customer visits, interfacing at company-sponsored events, telephone, email, etc. Total customer satisfaction with Dassault Falcon Jet (DFJ) is the primary goal of this position.

Principal Duties

• Maintain liaison with customer’s management team.
• Assist customer operations/maintenance of their aircraft as safely and economically as possible, adhering to industry standards, manufacturer’s recommendations, and government regulations.
• Present “Welcome to the Family” presentations to new Falcon operators or upon request.
• Provide thorough briefings to customers on administration functions affecting the relationship with DFJ, including warranties, spares, policies, and service reports.
• Visit/contact customer facilities, including Chief Pilots, Directors, Maintenance Chiefs, Parts Managers, Warranty Administrators, and Accounting, discussing technical concerns, budgets, operational issues, and programs.
• Track customer contact information and aircraft locations for DFJ records.
• Ensure customer awareness of and satisfaction with authorized training organizations; record and resolve training issues.
• Discuss and demonstrate benefits of technical publications and programs (e.g., CATS, FIELD 4, OCIP, CREDDO, PETAL, PILOT).
• Prepare and submit reports (CCRs, contact reports, surveys, expense reports, incident reports) timely.
• Manage customer invoice disputes, overdue issues, parts sales, service work, and resolve customer issues efficiently.
• Utilize Front Line Empowerment Policy and communicate via company email.
• Track aircraft locations and operator details.

Non-Principal Duties

• Participate in Falcon aircraft presentation flights with sales and service teams.
• Attend department meetings and maintenance training.
• Assist in troubleshooting aircraft discrepancies.
• Maintain the office environment when based remotely.
• Participate in local aircraft organizations.
• Provide warranty adjudication support and assist in forecasting parts and support requirements.

Minimum Qualifications

• Associate’s degree or equivalent experience.
• Leadership skills and experience in establishing customer relationships.
• 5-7 years of business jet maintenance experience, Falcon aircraft preferred.
• Excellent written and verbal communication skills.
• Intermediate proficiency in PC, MS Office, and databases.
• A&P license, driver’s license, passport, and willingness to travel.

Additional Desired Qualifications

• Pilot’s license, aircraft parts sales/warranty experience, teaching/instructor experience, IA, bachelor’s degree.

Working Conditions

• Experience in maintenance management preferred.
• Office environment with 40-75% travel requirement.