Customer Relations Manager - Aircraft Maintenance

What you will be doing as a Customer Relations Manager – Aircraft Maintenance\:

In this role, you can expect to be the main point of contact for customers, ensuring they receive exceptional service. You’ll work closely with the Service Center Team to build and maintain positive relationships with both current and future customers. Your primary goal as a Customer Service Manager will be to coordinate with Technical Service Managers to guarantee customer satisfaction.

Your responsibilities may include (but are not limited to)\:

• Customer Coordination\: Welcome customers upon arrival, review their needs and work scope, discuss service options and quotes, and adjust schedules as needed to meet their requirements

• Service Communication\: Keep customers updated on their aircraft’s status, confirm schedules, provide regular updates, get approval for any additional work, inform all service center safety expectations, and report any delays or cost changes to the Technical Service Manager (TSM)

• Upselling Opportunities\: Actively suggest additional maintenance, parts, and warranty options to enhance the value and performance of the customer’s aircraft

• Service Center Marketing\: Promote our Service Center’s capabilities to both new and existing customers, fostering strong relationships and ensuring a positive customer experience

• Financial Review\: Collaborate with Finance to review program coverage and pricing, build and approve preliminary invoices, ensure accurate billing, and provide financial updates to the General Manager

• Safety &Departure Debrief\: Communicate safety expectations, conduct thorough departure debriefs with customers, review the completed work, address any deferred discrepancies, provide invoices, and handle payments efficiently

• Post-Delivery Follow-Up\: Resolve any outstanding issues involving parts, return maintenance, or billing, address performance evaluations, and provide guidance and mentorship to peers on system changes and customer service best practices

What you need to be successful\:

• One or more of the below education and experience combinations is required\:

• • 2 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.

• • 4 years of relative aircraft maintenance experience

• • Bachelor’s degree in Aviation or related field

• A&P License / Repairman / EASA Certificate is helpful

• Knowledge of Textron Aviation services and products is helpful

• Ability to interact and collaborate with both Textron Aviation customers and internal employees while providing a positive customer experience 

Why join us? 

Your success is our success. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to help you and your family members – now and in the future, beginning day one.

• 401K company match + additional annual contribution equal to 4% of eligible compensation

• Education assistance for undergraduate, graduate, and certificate programs, compensated at the start of the semester

• Flight training bonus program for earning pilot certifications

• Fertility and adoption assistance, along with discounted childcare and planning

• Free financial consultations and guidance

• Explore more benefits here

At Textron Aviation, base pay is only one of the parts of our Total Rewards package and is determined within a range. This providesyou the opportunities to grow and develop within your role, and depends on your experience, qualifications, and location.

What you will be doing as a Customer Relations Manager – Aircraft Maintenance\:

In this role, you can expect to be the main point of contact for customers, ensuring they receive exceptional service. You’ll work closely with the Service Center Team to build and maintain positive relationships with both current and future customers. Your primary goal as a Customer Service Manager will be to coordinate with Technical Service Managers to guarantee customer satisfaction.

Your responsibilities may include (but are not limited to)\:

• Customer Coordination\: Welcome customers upon arrival, review their needs and work scope, discuss service options and quotes, and adjust schedules as needed to meet their requirements

• Service Communication\: Keep customers updated on their aircraft’s status, confirm schedules, provide regular updates, get approval for any additional work, inform all service center safety expectations, and report any delays or cost changes to the Technical Service Manager (TSM)

• Upselling Opportunities\: Actively suggest additional maintenance, parts, and warranty options to enhance the value and performance of the customer’s aircraft

• Service Center Marketing\: Promote our Service Center’s capabilities to both new and existing customers, fostering strong relationships and ensuring a positive customer experience

• Financial Review\: Collaborate with Finance to review program coverage and pricing, build and approve preliminary invoices, ensure accurate billing, and provide financial updates to the General Manager

• Safety &Departure Debrief\: Communicate safety expectations, conduct thorough departure debriefs with customers, review the completed work, address any deferred discrepancies, provide invoices, and handle payments efficiently

• Post-Delivery Follow-Up\: Resolve any outstanding issues involving parts, return maintenance, or billing, address performance evaluations, and provide guidance and mentorship to peers on system changes and customer service best practices

What you need to be successful\:

• One or more of the below education and experience combinations is required\:

• • 2 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.

• • 4 years of relative aircraft maintenance experience

• • Bachelor’s degree in Aviation or related field

• A&P License / Repairman / EASA Certificate is helpful

• Knowledge of Textron Aviation services and products is helpful

• Ability to interact and collaborate with both Textron Aviation customers and internal employees while providing a positive customer experience 

Why join us? 

Your success is our success. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to help you and your family members – now and in the future, beginning day one.

• 401K company match + additional annual contribution equal to 4% of eligible compensation

• Education assistance for undergraduate, graduate, and certificate programs, compensated at the start of the semester

• Flight training bonus program for earning pilot certifications

• Fertility and adoption assistance, along with discounted childcare and planning

• Free financial consultations and guidance

• Explore more benefits here

At Textron Aviation, base pay is only one of the parts of our Total Rewards package and is determined within a range. This providesyou the opportunities to grow and develop within your role, and depends on your experience, qualifications, and location.