Aviation Customer Service Manager

Job Description

Job Description

Summary of Accountabilities:

This position is established as the Single Point of Contact for all project communications encompassing the entire work scope throughout the duration of the project while safeguarding customer satisfaction, expectations and maintaining company objectives ensuring overall project success.

Primary Duties and Responsibilities:

· Monitor all projects and provide status reports through the proper channels.

· Establish yourself as the single point of contact for the project

· Schedule and conduct a production meeting prior to aircraft input.

· Schedule and conduct customer debrief upon arrival.

· Obtain customer approvals for all requested services.

· Manage aircraft schedule to meet customer expectations and maintain company commitments.

· Continuously maintain positive customer relations prior to, during, and after projects are completed.

· Monitor project financials as outlined per customer terms and conditions.

· Continuously provide project updates to customers as requested.

· Continuously review discrepancies with customers and the team.

· Reviews preliminary invoice prior to presentation to customer.

· Test flight coordination as required.

· Inform upper management of potential problems that could affect customer satisfaction, project success, and quality of work or safety.

· Coordinate aircraft delivery and ensure aircraft is released and ready to depart with all records, loose equipment, and personal items onboard.

· Present final invoice to customer and ensure payment has been received.

· Assist with invoice disputes and warranty claims.

· Perform customer follow-ups and administer customer surveys.

· Must adhere to the current and future company policies, safety guidelines and aviation procedures, and work in a professional manner.

The above statements are intended to describe the general nature and level of work of the job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of  this position.

Education and Experience:

• A broad overall knowledge of business aircraft and systems is required.

• Current working knowledge of applicable FAA regulations to include familiarity with foreign certification requirements.

• Capable and motivated to work within the Yingling Aviation processes and monitor customers through this process in such a way as to minimize exceptions, maintain schedules and maximize profitability.

• Must have excellent verbal and written communication skills along with the capacity to facilitate communication between all departments, shifts and customers.

• Computer skills, including Email, Microsoft Word, and Excel, are required.

• Must be able to read/write and speak English.

• Must possess a valid passport and be able to travel worldwide upon request.

• Experience in aviation-related sales is preferred.

• Bachelor’s degree in Sales/Marketing, related curriculum, or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. Ten (10) years of aircraft experience with emphasis on aircraft maintenance, sales, system installation, interiors, avionics, and electrical systems.

Work Environment:

• Full-time position with less than one third of time spent working near moving parts, in high precarious places, in conditions with fumes or airborne particles, or with toxic or caustic chemicals.
• Office environment with daily interaction with all levels of management, staff, and customers.
• • Moderate noise level.

Compensation:

• Competitive salary commensurate with experience.

• Performance-based bonuses.

• Comprehensive benefits package.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status.

Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify.