Textron Aviation · 5 days ago
Customer Relations Manager (Aircraft Maintenance) - Orlando, FL
Orlando, FL
Full-time
Onsite
Mid, Senior Level
5+ years expTextron Aviation is a global leader in private aviation, known for its iconic Cessna and Beechcraft brands. The Customer Relations Manager serves as the main point of contact for customers, ensuring satisfaction and coordination with the service team throughout the maintenance process.
Aerospace
Responsibilities
Coordinate and communicate all aircraft issues with the customer
Meets customer upon arrival, reviews work scope with Customer and add squawks as required during 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 and communicates changes to TSM
Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM
Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer
Markets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network
In conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change 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
Qualification
Required
Minimum of 5 years aircraft maintenance experience and/or relative customer service experience
Interpersonal savvy, ability to build and maintain strong customer relationships
Ability to anticipate and address customer needs
Excellent written and verbal communication
Possesses good organization and time management skills
Attention to detail, goal oriented
Ability to prioritize and manage time sensitive responsibilities
Highly motivated
Ability to work in team environment
Preferred
Bachelor's degree
A&P License/Repairman/ EASA Certificate
Relative aircraft maintenance experience
Maintenance experience
Benefits
Competitive and extensive total rewards package
Pay and innovative benefits to support you and your family members
Company
Textron Aviation
Textron Aviation make finding an aircraft simple.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$3.33MKey Investors
Kansas Department of Commerce
2023-06-16Grant· $3.33M
Leadership Team
Ron Draper
President and CEO
Chad Archer
Senior Vice President & Chief Financial Officer
Recent News
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