Job Description
Customer Service Manager – Indianapolis, IN
JOB SUMMARY:
The Customer Service Manager (CSM) serves as main point of contact with the Customer. Works with the Service Center Team and Technical Service Manager (TSM) to maintain and develop a positive relationship with current and future Customers. Responds to Customer inquiries and is responsible for assuring Customer satisfaction by coordinating with the Service Center Team.
JOB RESPONSIBILITIES:
I. Coordinate and communicate all aircraft issues with the customer.
II. Meets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.
a. Review warranty programs.
b. Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.
c. Adjust schedule as needed.
d. Discuss credit terms and collect prepay or deposits, if applicable.
III. Define communications and discrepancy approval process with the Customer throughout visit.
a. Confirm Customer’s schedule and verifies Customer information in database.
b. Provide schedule estimate update to the Customer.
c. Communicates initial service order and work scope to Lead after Customer debrief.
d. Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to TSM.
e. Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM.
IV. Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.
V. Markets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network.
VI. In conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change Pro Forma invoice.
VII. Responsible for participating in the Service Center safety culture.
VIII. Upon departure debrief, meet with Customer to:
a. Review terms, work accomplished, list of open discrepancies and return aircraft logbook.
b. Delivers pro forma invoice and collect payment, as applicable.
IX. Post-delivery follow-up with Customer:
a. Assures that open issues involving parts, return maintenance, or billing issues are resolved.
b. Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.
EDUCATION/ EXPERIENCE:
QUALIFICATIONS:
A new career awaits.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
We’re looking for motivated, engaged people to help make everyone’s journeys better. Job Summary: A Storeroom Helper receives inbound in-flight...
Apply For This Job*We may have opportunities to interview and hire SAME DAY or Next Day after submitting your application! We are growing...
Apply For This JobJob Description WE BELIEVE that we are the right company for you. When you are ready to explore the differences...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Job Description: Inputting inquiry cards into Slate (Our undergraduate admission DMS). This job can be...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> The cashier/receptionist is a member of the health care department team who functions under the...
Apply For This JobAre you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative...
Apply For This Job