Customer Service Manager CSM (m / f / d)

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 :

• Coordinate and communicate all aircraft issues with the customer.
• Meets customer upon arrival, reviews work scope with customer and add squawks as requiredduring arrival debrief.
• Review warranty programs.
• 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.
• Confirm customer’s schedule and verifies customer information in database.
• Provide schedule estimate update to the customer.
• Communicates initial service order and work scope to Lead after customer debrief.
• Obtain customer approval for any additional work to be performed on the aircraft andcommunicates changes to TSM.
• Reports exceptions in work progress affecting schedule commitments and cost ofmaintenance to the TSM
• Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and otherassociated programs that provide value to the customer.
• Markets Service Center capabilities to new and existing customers. Fosters a positiverelationship between the customer and the Textron Aviation service network
• In conjunction with Finance, reviews program coverage and pricing. Build, review and approve orchange Pro Forma invoice
• Responsible for participating in the Service Center safety culture.
• Upon departure debrief, meet with customer to :
• Review terms, work accomplished, list of open discrepancies and return aircraft logbook.
• Delivers pro forma invoice and collect payment, as applicable.
• Post-delivery follow-up with customer :
• Assures that open issues involving parts, return maintenance, or billing issues are resolved.
• Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.

EDUCATION / EXPERIENCE :

QUALIFICATONS :

Recruiting Company

Textron Aviation

Primary Location

Spain-ES-Valencian Community

Job Field

Flight Operations

Schedule

Full-time

Job Level

Manager without Direct Reports

Job Type

Experienced

Shift

First Shift

Travel

Yes, 5 % of the Time

Worksite

Onsite

Job Posting

06 / 17 / 2025, 4 : 27 : 15 AM #J-18808-Ljbffr