Customer Service Manager - Perth
JOB SUMMARY\:
JOB 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.
o Familiar with warranty programs.
o Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.
o Adjust schedule as needed
o Discuss credit terms and collect prepay or deposits, if applicable.
· Define communications and discrepancy approval process with the Customer throughout visit.
o Confirm Customer’s schedule and verifies Customer information in database.
o Provide schedule estimate update to the Customer.
o Communicates initial service order and work scope to Lead and Mgr Maintenance after Customer debrief.
o Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Mgr Maintenance
o Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Mgr Maintenance
· 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 preliminary invoice
· Responsible for communicating safety expectations of the Service Center.
· Conduct departure debrief with customer\: Review terms, discuss completed work, and address any deferred discrepancies.
· Provide an invoice and collect payment, as applicable.
· Post-delivery follow-up with Customer\:
o Assures that open issues involving parts, return maintenance, or billing issues are resolved.
o Addresses Maintenance Visit Performance Evaluation issues with the Service Team Leader
· Provide guidance and mentorship to peers as needed, including but not limited to\:
o Ensuring CSMs who trasition to the service center receive adequate training on the systems that interface with the customer
o Oversee customer disputes and ensure that we are addressing in a reasonable timeframe.
o Ensure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.
· Provide General Manager with financial updates to include
o Generation and accuracy of the Bill Stat
o Analysis and feedback on previous workorders for financal impact.