Customer Service Manager CSM

hace 13 horas

Valencia, Valencia, España Textron Aviation A tiempo completo

Customer Service Manager CSM (m/f/d)

Description

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.

Qualifications

EDUCATION/ EXPERIENCE:

  • Bachelor's degree preferred or in lieu of degree a minimum of 5 years aircraft maintenance experience and/or relative customer service experience required.
  • A&P License/Repairman/ EASA Certificate is preferred.

QUALIFICATONS :

  • 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
  • Maintenance experience preferred

Recruiting Company: Textron Aviation

Primary Location: Spain-ES-Valencian Community

Job Function: Flight Operations

Schedule: Full-time

Job Level: Manager without Direct Reports

Job Type: Experienced

Shift: First Shift

Travel: Yes, 5 % of the Time

Job Posting: 01/23/2026, 4:10:39 AM

Job Number: 338929

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