Textron Aircraft Maintenance Leader-Australia in Australia
Aircraft Maintenance Leader-Australia
The Customer Service Representative serves as main point of contact with the Customer. Works with the Service Center Team 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.
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 Lead.
Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the customer.
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 conjunctionwith Finance, reviews program coverage and pricing. Build, review and approve or change Pro Forma invoice
Responsible for communicating safety expectations of the Service Center.
Monitors the work environment to assure it is maintained in a safe and orderly condition.
Identifies and corrects unsafe acts.
Investigates any accidents or incidents, reports findings, complete with recommended corrective action.
Manage direct reports regarding performance, time and labor, disciplanary actions, etc.
Identify and coordinate training and monitor progress
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 Service Center personnel.
Bachelor’s degree required
License (EASA or CAAS or equivalent) preferred
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
Ability to work in team environment
Maintenance experience preferred
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Job Flight Operations
Primary Location Australia
Recruiting Company Textron Aviation
Job Level Manager with Direct Reports
Shift First Shift
Req ID: 264553