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Textron Aviation · 1 day ago

Customer Service Manager (First Shift) - Houston, TX

Houston, TX

Full-time

Onsite

Mid Level

4+ years exp

Textron Aviation is a global leader in private aviation, inspiring the journey of flight through its iconic brands. The Customer Service Manager will guide customers through their maintenance experience, coordinate work scopes and schedules, and strengthen long-term customer relationships while ensuring high service quality and safety standards.

Aerospace

Responsibilities

Customer Relationship Leadership: Serve as the primary point of contact for customers by greeting them on arrival, reviewing work scope, capturing new discrepancies, and ensuring a positive, seamless experience throughout the service visit

Service Coordination & Communication: 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

Work Scope Management & Approvals: 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

Financial Oversight & Invoicing: Partner with Finance to review program coverage, validate pricing, and build accurate preliminary invoices; provide final billing, collect payments when applicable, and deliver a thorough departure debrief to the customer

Service Quality & Post‑Delivery Support: 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

Team Mentorship & Operational Guidance: 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